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 4777 results
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Decision Reference DRN-2950325
2 Sep 2021 esure Insurance Limited UpheldInsuranceDRN-2950325 The complaint Mr A complains esure Insurance Limited, trading as Sheila’s Wheels, haven’t offered a fair value for his car under his motor insurance policy after it was deemed a write off. He’s also unhappy esure didn’t provide a courtesy car in a timely fashion. What happened ... (3 pages)View decision -
Decision Reference DRN0967119
20 Dec 2017 NewDay Ltd UpheldBanking and creditMr J complains that NewDay Ltd (NewDay) registered a default notice on his credit file without telling him and won’t remove it. backgroundMr J opened a credit card account with NewDay in 2000. Unfortunately, in 2012, Mr J started to experience some financial difficu... (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 DRN-4337042
27 Nov 2023 AIB Group (UK) Plc Not upheldBanking and PaymentsDRN-4337042 The complaint Mr D is unhappy that AIB Group (UK) Plc (“AIB”) won’t refund the money he lost to an investment. What happened The full details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll recap the key points, and focus on giving r... (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-4094083
1 Jun 2023 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4094083 The complaint Mrs H and Mr H complain about how Royal & Sun Alliance Insurance Limited (RSA) handled a claim made on their commercial motor insurance policy. Mr H is a named driver on Mrs H’s policy. What happened Mrs H complained to RSA that it had settled another driver’s... (2 pages)View decision -
Decision Reference DRN8531372
30 Sep 2014 Service Insurance Company Limited Not upheldInsurance (excluding PPI)Mr J complains that Service Insurance Company Limited cancelled the no claims discount on his trade motor insurance policy. He would like Service to compensate him both for the financial loss and the distress and inconvenience this caused. background Mr J is a motor trader. In 2013 three... (2 pages)View decision -
Decision Reference DRN-4563297
12 Jun 2024 Wakam Not upheldInsuranceDRN-4563297 The complaint Mr I complains Wakam unfairly avoided his motor insurance policy and declined his claim. What happened In March 2023 a short term Wakam motor insurance policy was taken out in Mr I’s name. Shortly after the ‘insured car’ was severely damaged by fire. Mr I claimed ... (3 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