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 4563 results
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Decision Reference DRN0339968
30 Sep 2014 Pinnacle Insurance Plc Not upheldPayment protection insurance (PPI)Mr R complains that Pinnacle Insurance plc (‘Pinnacle’) failed to advise him in a timely manner of when payment in respect of a claim made under the terms of a mortgage payment protection insurance (‘MPPI’) policy would be made. This resulted in Mr R making two premium payments to the ... (3 pages)View decision -
Decision Reference DRN-5185207
3 Dec 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5185207 The complaint Mr P complains that Wise Payments Limited (Wise) won’t refund money he lost when he was a victim of a job scam. What happened The background to this complaint is well known to both parties, so I won’t repeat all of it here. But I’ll summarise the key points and... (3 pages)View decision -
Decision Reference DRN1075308
6 Aug 2015 Liverpool Victoria Insurance Company Limited UpheldInsurance (excluding PPI)Ms E has complained that Liverpool Victoria Insurance Company Limited retained her car following a claim under her motor insurance policy.The circumstances of this complaint are set out in my provisional decision issued in May 2015 as outlined below: ‘backgroundMs E’s ... (3 pages)View decision -
Decision Reference DRN5800037
2 Apr 2020 Valour Finance Limited UpheldBanking and creditMr W says Valour Finance Limited – trading as Savvy.co.uk (“Savvy”) - irresponsibly lent to him.backgroundThis complaint is about one instalment loan Savvy provided to Mr W in August 2015. The loan was for £650 and repayable over 12 months. The monthly repayments were for £108.37. Mr W’s ... (3 pages)View decision -
Decision Reference DRN-3546335
2 Aug 2022 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-3546335 The complaint Mrs T complains that a car supplied to her by Hyundai Capital UK Ltd (trading as Hyundai Finance) was misrepresented to her. What happened In September 2021 Mrs T entered into a conditional sale agreement with Hyundai for a new plug-in hybrid car. She says her dec... (3 pages)View decision -
Decision Reference DRN-3672918
8 Sep 2022 esure Insurance Limited Not upheldInsuranceDRN-3672918 The complaint Mr K complains that after he made a claim on his motor insurance policy esure Insurance Limited didn’t pay him enough for his written-off car or pay for all its storage charges. What happened Mr K’s car was stolen and recovered in early August 2021. esure decided ... (3 pages)View decision -
Decision Reference DRN-2817739
13 May 2021 The Royal Bank of Scotland Plc Not upheldInsuranceDRN-2817739 Complaint Mr M says The Royal Bank of Scotland Plc (“RBS”) mis-sold him a payment protection insurance (“PPI”) policy. Background Mr M bought the policy in 2000 at the same time as taking out a credit card. Our adjudicator didn’t uphold the complaint. Mr M disagreed with the ad... (3 pages)View decision -
Decision Reference DRN8231308
20 Mar 2019 Northern Bank Limited UpheldPayment protection insurance (PPI)This complaint is about a payment protection insurance (PPI) policy taken out in 2004 alongside a home loan. Mr T says Northern Bank Limited (Danske Bank at the time) mis- sold him the PPI. my findingsI’ve considered all the available evidence and arguments to decid... (3 pages)View decision -
Decision Reference DRN-4813960
24 May 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4813960 The complaint B, a limited company, complains about the time Clydesdale Bank Plc trading as Virgin Money took to open its new savings account What happened The director of B explains that B had an existing savings account with Clydesdale holding a substantial balance. It applie... (3 pages)View decision -
Decision Reference DRN-2101657
11 Feb 2021 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-2101657 The complaint Ms M complains about charges made by Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (MBFS) when she returned her hire vehicle. What happened Ms M entered into a hire agreement for a new vehicle with MBFS in late 2016. The agreement ra... (3 pages)View decision
