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 4269 results
-
Decision Reference DRN-4105089
13 Jun 2023 Coverwise Ltd Not upheldInsuranceDRN-4105089 The complaint Mr E complains that Coverwise Ltd didn’t provide him with good customer service when he asked for assistance in making a travel insurance claim. What happened The background to this complaint is well-known to both parties. So I’ve set out a summary of what I think... (4 pages)View decision -
Decision Reference DRN-5270925
17 Jan 2025 One Insurance Limited UpheldInsuranceDRN-5270925 The complaint Mr T complains that One Insurance Limited (“One”) mishandled a claim on a commercial vehicle insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a double-cab pick-up vehicle, made by a well-known vehicle maker an... (5 pages)View decision -
Decision Reference DRN-5223465
8 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5223465 The complaint Mr C complains that National Westminster Bank Plc (NWest) won’t refund money he paid to an investment. What happened What Mr C says: Mr C was looking at ways to invest money and he was recommended to look at an investment firm (which I will call firm X) by a fr... (4 pages)View decision -
Decision Reference DRN1238300
26 Jan 2017 UK Insurance Limited UpheldInsurance (excluding PPI)Mr J complains about the way UK Insurance Limited (trading as Privilege – “Privilege”) has administered his car insurance policy.backgroundMr J took out car insurance with Privilege through a price comparison website. He said that he had five years’ no claims discount (N... (3 pages)View decision -
Decision Reference DRN2170359
5 Nov 2014 Aviva Life & Pensions UK Limited Not upheldInvestment and pensionsMrs C’s complaint concerns the delays caused by Aviva Life & Pensions UK Limited (“Aviva”) when transferring her pension fund to another pension scheme. She has said that these delays caused her financial loss.Mrs C has also complained that her funds have been mis-managed due to th... (4 pages)View decision -
Decision Reference DRN-4755067
31 Jul 2024 The Mortgage Business Plc Not upheldMortgagesDRN-4755067 The complaint Mr C complains about his buy to let mortgage with The Mortgage Business Plc (TMB). He complains about the amount he owes now the mortgage has come to an end, and says that TMB shouldn’t have allowed the balance to escalate, but should have stepped in sooner. Wh... (11 pages)View decision -
Decision Reference DRN-4164185
1 Jun 2023 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4164185 The complaint Mr A complains about a car supplied to him under a hire purchase agreement taken with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (‘Audi’). He says he was expecting the car to be brand new with five miles recorded on the odometer... (4 pages)View decision -
Decision Reference DRN-4512226
4 Feb 2024 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4512226 The complaint Mrs K complains Mercedes-Benz Financial Services UK Limited (MBFS) supplied her with a car that she believes wasn’t of satisfactory quality. What happened The details of this case are well known by both parties and have been clearly outlined by the investigator s... (4 pages)View decision -
Decision Reference DRN5384425
23 Nov 2017 TSB Bank plc UpheldBanking and creditMr S is unhappy that TSB Bank plc rejected his application for a basic current account. He complained that he didn’t properly understand why this happened and about his overall treatment by the bank during the course of their dealings about this matter.backgroundMr ... (4 pages)View decision -
Decision Reference DRN6573978
28 Jan 2019 Gefion Insurance A/S Not upheldInsurance (excluding PPI)Mr E has complained that Gefion Insurance A/S (Gefion) unfairly cancelled his motor trade insurance policy.All references to Gefion include its agents.backgroundI issued a provisional decision on this complaint in December 2018. An extract from that decision follows:“Mr E ... (4 pages)View decision
