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 4245 results
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Decision Reference DRN-3263520
26 Jan 2022 MBNA Limited UpheldBanking and PaymentsDRN-3263520 The complaint Miss E complains about the quality of a car that she purchased using her credit card provided by MBNA Limited (“MBNA”). Miss E also complains about the customer service MBNA has provided whilst dealing with her complaint. What happened I set out the background to ... (10 pages)View decision -
Decision Reference DRN7586018
14 Sep 2016 Barclays Bank Plc Not upheldBanking and creditThrough their solicitors, Mr and Mrs R have raised a number of complaints against Barclays Bank Plc, as follows: Barclays incorrectly registered a legal charge over both their commercial and residential property; Barclays refused to provide them with a copy of the val... (3 pages)View decision -
Decision Reference DRN-5185747
31 Dec 2024 Covea Insurance plc Not upheldInsuranceDRN-5185747 The complaint Mr S complains that Covea Insurance plc (“Covea”) hasn’t settled his claim following the theft of his vehicle. What happened Mr S took out a motor trade road risks policy with Covea on behalf of his business, which I’ll refer to as “A”. Another policyholder was... (3 pages)View decision -
Decision Reference DRN3429494
30 Jul 2014 CIS General Insurance Limited Not upheldInsurance (excluding PPI)Ms A through her father Mr B has complained about the administration of her motor policy by CIS General Insurance Limited. She found the premium advice confusing and believed that CIS cancelled her policy without notification. She also says she was given incorrect information regarding... (3 pages)View decision -
Decision Reference DRN-3574071
1 Aug 2022 Ageas Insurance Limited Not upheldInsuranceDRN-3574071 The complaint Miss T complains that Ageas Insurance Limited mishandled her claim on a motor insurance policy. Where I refer to Ageas, I refer to the above-named insurance company and I include employees and others insofar as I hold Ageas responsible for their acts or omissions.... (3 pages)View decision -
Decision Reference DRN-1598657
15 Jul 2020 Mi Vehicle Finance Limited Not upheldConsumer CreditThe complaint Mrs B complains that Mi Vehicle Finance Limited (MIVF) failed to record a financial interest on the vehicle she acquired through a hire purchase agreement it financed. She says she’s suffered a financial loss and wants all payments made after August 2016 to be refunded. What ... (3 pages)View decision -
Decision Reference DRN3582326
26 Feb 2014 Lloyds Bank PLC Not upheldPayment protection insurance (PPI)summary of complaintIn summary, this complaint concerns the sale of a regular premium payment protection insurance (PPI) policy taken out in conjunction with a loan in October 2009. Mrs H believes Lloyds mis-sold her the policy. my findingsI have carefully considered all of the availa... (3 pages)View decision -
Decision Reference DRN3601624
11 Mar 2018 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr C is unhappy that a claim against his policy has been settled as a fault claim by his motor insurer Acromas Insurance Company Limited (Acromas). He says he doesn’t recall the incident and hasn’t been given the opportunity to give his side of what happened.Referen... (3 pages)View decision -
Decision Reference DRN9759938
13 Sep 2017 Conister Bank Limited UpheldBanking and creditMr M complains that the car he acquired through a hire purchase agreement (HPA) with Conister Bank Limited (the business) was not of satisfactory quality. He says that he has given the dealer the opportunity to fix the issues and this has not happened. Mr C wishes ... (3 pages)View decision -
Decision Reference DRN4280543
19 Nov 2013 Next Retail Limited Not upheldBanking and creditMr R complains, in summary, that Next Retail Limited (“Next”) incorrectly applied a default to his credit file.backgroundMr R said that he had phoned Next in 2010 to inform it that he had changed his address. He then did not receive any statements or correspondence from Next, but he als... (3 pages)View decision
