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 4790 results
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Decision Reference DRN3678610
29 Jun 2016 GE Money Consumer Lending Limited Not upheldBanking and creditMr and Mrs A complain that GE Money Consumer Lending Limited hasn't correctly reported their personal information to credit reference agencies.backgroundIn 2005 Mr and Mrs A took a loan from GE Money. It was secured by a second charge over their house. In 200... (3 pages)View decision -
Decision Reference DRN6176374
19 Jul 2018 Bank of Scotland Plc Not upheldBanking and creditMr K has complained that Bank of Scotland plc mis-sold an Ultimate Reward Current Account (“URCA”) packaged bank account to him in 2008. backgroundOne adjudicator looked at Mr K’s complaint and didn’t think BOS had mis-sold the URCA. Mr K disagreed and asked for an ... (2 pages)View decision -
Decision Reference DRN0691592
12 Apr 2018 National Westminster Bank Plc Not upheldBanking and creditMrs N has complained that National Westminster Bank Plc (“NatWest”) mis-sold her an Advantage Gold packaged account on the promise of benefits that she’s never received. She paid a monthly fee for the account.backgroundMrs N’s account history with NatWest is as follo... (3 pages)View decision -
Decision Reference DRN0234962
21 May 2013 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Ms B has complained that AXA Insurance UK Plc cancelled her policy as it discovered during its investigations following her accident that her car has previously been a category D total loss and consequently was not a car for which AXA would provide cover. Whilst AXA conceded Ms B wa... (3 pages)View decision -
Decision Reference DRN-5485189
11 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5485189 The complaint Mrs M complains that Admiral Insurance (Gibraltar) Limited did not give her a fair value for her car when it settled a claim on her motor insurance policy. She told us that to buy a comparable replacement car she’s had to take out a loan to cover the shortfall.... (3 pages)View decision -
Decision Reference DRN-2240293
18 Jan 2021 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-2240293 The complaint Mr D complains that Volkswagen Financial Services (UK) Limited (VFS) repossessed a car without due process. What happened In September 2018 Mr D acquired a car funded by a hire purchase agreement. This was repayable in monthly instalments of £285.78 over a period ... (3 pages)View decision -
Decision Reference DRN0561120
27 Feb 2017 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Miss O complains that Admiral Insurance Company Limited cancelled her car insurance without good reason or giving her proper notice that it was going to do so.backgroundMiss O took out the policy with Admiral in March 2014. Her mother, Mrs O, was a named driver. Miss ... (2 pages)View decision -
Decision Reference DRN-2980181
18 Aug 2021 NewDay Ltd Not upheldConsumer CreditDRN-2980181 The complaint Mr S says that a default was recorded on his credit file later than it should have been. As a result, it will remain on his file for some time after it should have been removed. Mr S says NewDay Ltd is responsible, for reasons which I shall explain. What happened ... (3 pages)View decision -
Decision Reference DRN-2599585
6 May 2021 Soteria Insurance Limited UpheldInsuranceDRN-2599585 The complaint Mr E complains about the way Soteria Insurance Limited trading as The Co-operative Insurance (Soteria) handled claims under his motor insurance policy. What happened The background circumstances are known to the parties, so I won’t rehearse all the details. In sum... (3 pages)View decision -
Decision Reference DRN-4915419
18 Jul 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4915419 The complaint Mr K complains that Aviva Insurance Limited (Aviva) declined a claim made under his van insurance policy. What happened In October 2021, Mr K purchased a van via an online marketplace in cash, for a much lower price than he’d seen similar vehicles for. Mr K wa... (3 pages)View decision