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 4755 results
-
Decision Reference DRN7753274
2 Jul 2013 Barclays Bank Plc UpheldPayment protection insurance (PPI)This complaint is about two monthly premium payment protection insurance (PPI) policies. The policies were attached to two credit card accounts Mr S has held with Barclays Bank Plc trading as Barclaycard, and were the subject of successful claims in 2004. Mr S complains that Barclaycard... (3 pages)View decision -
Decision Reference DRN-2459412
26 Feb 2021 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-2459412 The complaint Ms W complains about end of contract charges when her hire purchase agreement for a car with Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance ended. What happened In March 2016, Ms W entered into a three-year hire purchase agreement wit... (3 pages)View decision -
Decision Reference DRN-3956441
7 Mar 2023 Bank of Scotland Plc Not upheldMortgagesDRN-3956441 The complaint Mr P is unhappy that a portfolio of buy-to-let (BTL) properties mortgaged to Bank of Scotland plc trading as Birmingham Midshires (and referred to here as BM) is still in his name, and being reported on his credit file where payments are being made late. To settle... (4 pages)View decision -
Decision Reference DRN-5179954
3 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5179954 The complaint Ms A complains that Aviva Insurance Limited trading as Quotemehappy.com (Aviva) cancelled her motor insurance policy because it said she had provided incorrect information. References to Aviva include other organisations and individuals acting on its behalf. Wh... (4 pages)View decision -
Decision Reference DRN7913367
18 Jul 2019 Moneybarn No. 1 Limited Not upheldBanking and creditMr B complains that a car that was supplied to him under a conditional sale agreement with Moneybarn No. 1 Limited was misrepresented to him..background On 10 March 2018 Mr B acquired a car with the benefit of a conditional sale agreement with Moneybarn. Mr B says he was told by the dealer... (4 pages)View decision -
Decision Reference DRN-4746959
17 Apr 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4746959 The complaint Mr M complains that Liverpool Victoria Insurance Company Limited mishandled a claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a car with an automatic transmission and first registered in 2004. Mr M acquired the... (4 pages)View decision -
Decision Reference DRN-4215420
12 Jul 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4215420 The complaint Miss M complains that HSBC UK Bank Plc will not refund the money she lost as a result of an authorised push payment (APP) scam. Miss M brought her complaint to this service through a representative. For ease I will refer solely to Miss M in this decision. What hap... (3 pages)View decision -
Decision Reference DRN-4580173
19 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4580173 The complaint Mr F complains that Santander UK Plc defaulted his account and passed it to a debt collection agency without his knowledge. What happened Mr F says that in July 2023 he lost access to his Santander mobile banking app due to a faulty mobile phone handset which need... (3 pages)View decision -
Decision Reference DRN-5065615
19 Nov 2024 Acasta European Insurance Company Limited UpheldInsuranceDRN-5065615 The complaint Mrs H and Mr H complain about Acasta European Insurance Company Limited (“AEIC”) and the decision to decline the claim they made on their Guarantee Insurance policy. Mrs H has acted as the main representative during the claim and complaint process. So, for ease... (3 pages)View decision -
Decision Reference DRN-5006676
14 Nov 2024 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5006676 The complaint Mr W complains about a number of administrative errors made by Mercedes-Benz Financial Services UK Limited (‘MBFS’) made in relation to a Personal Contract Plan (‘PCP’ or the ‘agreement’). What happened Mr W purchased a car using a PCP taken out with MBFS in Se... (3 pages)View decision