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 DRN5306808
11 Jul 2014 TTR PT Limited Not upheldBanking and creditMr E says he was misled about, and not allowed to cancel, a personal trainer course financed through a fixed sum loan agreement with TTR PT Limited. backgroundMr E entered into a fixed sum loan agreement to finance a personal trainer course in October 2013. He was due to start the cou... (3 pages)View decision -
Decision Reference DRN5858336
6 Jun 2017 Moneybarn No. 1 Limited Not upheldBanking and creditMr T complains that Moneybarn No 1 Ltd supplied a used car under a conditional sale agreement that wasn’t as described or of satisfactory quality. backgroundMr T got this car in June 2016. He had a number of problems and took it back to the dealer who couldn’t find ... (3 pages)View decision -
Decision Reference DRN9836797
6 Feb 2020 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mr and Mrs C complain AXA Insurance UK Plc gave them incorrect information about their policy excess when they made two claims on their home insurance policy. They say they suffered a loss because of this.backgroundMrs C contacted AXA about two separate incidents which had caused water dam... (3 pages)View decision -
Decision Reference DRN4008021
20 Jul 2017 Tesco Personal Finance PLC Not upheldBanking and creditMrs J complains that Tesco Personal Finance PLC (trading as Tesco Bank) did not do enough to help her when she told it about a problem with a purchase she made on her credit card. backgroundMrs J received an invoice dated 15 July 2016 for a reconditioned car engin... (3 pages)View decision -
Decision Reference DRN9364705
26 Jul 2016 Barclays Bank Plc Not upheldBanking and creditMr and Mrs W have complained that Barclays Bank Plc (“Barclays”) mis-sold them an Additions Plus packaged bank account in 2007. Mr and Mrs W have used a Claims Management Company (“CMC”) to bring their complaint.backgroundMr and Mrs W also complained about the sale of... (3 pages)View decision -
Decision Reference DRN6896301
12 Jun 2018 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mrs P complains about AXA Insurance UK Plc’s handling of her claim against her motor insurance policy.backgroundOn 9 November 2016, Mrs P was involved in an accident whilst driving. She reported it to AXA on the same day. Mrs P told AXA that she was waiting to pull o... (3 pages)View decision -
Decision Reference DRN6824796
22 Oct 2018 Tesco Personal Finance PLC Not upheldBanking and creditMr S complains that a pram he bought using credit provided by Tesco Personal Finance plc (trading as Tesco Bank) is of unsatisfactory quality and Tesco Bank won’t provide a refund under Section 75 of the Consumer Credit Act 1974 (CCA). backgroundMr S paid for the pram ... (3 pages)View decision -
Decision Reference DRN3061211
23 Dec 2019 MCE Insurance Company Limited Not upheldInsurance (excluding PPI)Mr G complains that MCE Insurance Company Limited declined his claim on his motor insurance policy following the theft of his motor bike. He wants it to pay his claim. backgroundMr G’s bike was stolen by a potential buyer who tricked him. MCE declined the claim because it said this wasn’t ... (3 pages)View decision -
Decision Reference DRN7790329
25 Apr 2014 Home Retail Group Insurance Services Limited Not upheldPayment protection insurance (PPI)& backgroundThis complaint relates to the sale of a regular premium Payment Protection Insurance (‘PPI’) policy sold in connection with an Argos store card in November 2010. Mrs B complains Home Retail Group Insurance Services Limited (‘HRG’) mis-sold the policy.Our adjudicator did ... (3 pages)View decision -
Decision Reference DRN-4721417
19 Jul 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4721417 The complaint Mr M is unhappy with how Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) dealt with his request for a refund of fines he incurred. What happened In December 2022, Mr M hired a car from a company I’ll call ‘A’, while he was overseas. In January 2023... (3 pages)View decision