We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 4361 results
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Decision Reference DRN-2074514
23 Oct 2020 Covea Insurance plc UpheldInsuranceDRN-2074514 The complaint Mrs H has complained about Covea Insurance Company Limited’s actions in connection with her motor insurance policy. Mrs H's relative, Mr H, has helped Mrs H in dealing with Covea and in bringing this complaint. But for ease of reading I'll refer to his c... (3 pages)View decision -
Decision Reference DRN-1467175
5 Mar 2020 Kindertons Ltd UpheldClaims ManagementDRN-1467175 The complaintMiss P is unhappy about the way Kindertons have handled her claim for accident damage to her car. What happenedIn early September 2019, Miss P was involved in a road traffic accident. She said as she was turning right to join a queue of traffic, the car in front re... (3 pages)View decision -
Decision Reference DRN8341007
30 Nov 2016 Premier Insurance Consultants Limited Not upheldInsurance (excluding PPI)Mr H has complained about Premier Insurance Consultants Limited. He isn’t happy about the charges applied to his car insurance policy.backgroundMr H took an insurance policy on line for his new car. As he didn’t know the full details of his car he only entered some of... (2 pages)View decision -
Decision Reference DRN0683853
28 May 2015 Chaucer Insurance Services Ltd Not upheldInsurance (excluding PPI)Mrs K has complained that Chaucer Insurance Services Ltd unfairly cancelled her motor insurance policy.backgroundMrs K bought a motor insurance policy from Chaucer and it started immediately. The following day, it wrote to Mrs K and asked her to send it the following... (3 pages)View decision -
Decision Reference DRN8229030
26 Jun 2018 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mr M has complained that due to Tesco Underwriting Limited’s error when he bought a carinsurance policy, he was stopped by police for driving uninsured and his car was impounded.backgroundMr M bought a car insurance policy with Tesco online. Mr M added his registrati... (3 pages)View decision -
Decision Reference DRN6333271
22 Feb 2017 Mercedes-Benz Financial Services UK Limited Not upheldBanking and creditMr M complains about a vehicle he acquired through a hire purchase agreement with Mercedes-Benz Financial Services UK Limited (MBFS). He believes he was misled about the age of the vehicle and the remaining term of the manufacturer’s warranty.backgroundMr M took out ... (2 pages)View decision -
Decision Reference DRN-3430511
19 Apr 2022 National Westminster Bank Plc Not upheldMortgagesDRN-3430511 The complaint Mr and Mrs P’s complaint is that National Westminster Bank Plc (NatWest) didn’t return the deeds to their home when they paid off their mortgage. Mr and Mrs P believe NatWest was sent the deeds when they took out their mortgage and it likely later destroyed them, ... (5 pages)View decision -
Decision Reference DRN2456336
16 Jun 2014 Holt Car Options Ltd Not upheldBanking and creditMr D complains about a finance agreement he took out through Holt Car Options Ltd so he could buy a car. He says the agreement was misrepresented to him and his signature was applied to one document without his knowledge. He is also unhappy about an insurance policy that was provided, ... (2 pages)View decision -
Decision Reference DRN-5006186
6 Sep 2024 Yorkshire Building Society Not upheldMortgagesDRN-5006186 The complaint Mr C and Mrs S complain that Yorkshire Building Society (YBS) disclosed their financial information to a fraudster and then failed to deal with the matter quickly or support them appropriately. What happened Mr C and Mrs S have an offset mortgage with YBS, mean... (3 pages)View decision -
Decision Reference DRN4906110
28 Feb 2017 D. M. Design Bedrooms Limited Not upheldBanking and creditMrs G complains about the cashback that she received under a fixed sum loan agreement that was sold to her by D. M. Design Bedrooms Limited.backgroundDM Design agreed to install a new kitchen for Mrs G. She financed the kitchen with a fixed sum loan agreement with a... (2 pages)View decision
