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 4196 results
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Decision Reference DRN4166281
8 Jan 2016 Volkswagen Financial Services (UK) Limited Not upheldBanking and creditMiss B has complained about the quality of a car she acquired on finance with Volkswagen Financial Services (UK) Limited (‘VWFS’). She also feels that the finance agreement itself was misrepresented, as she thought the warranty, registration plate and servicing agreem... (2 pages)View decision -
Decision Reference DRN8787248
10 Jul 2013 Credit Reference Solutions Limited UpheldBanking and creditMiss V complains that Credit Reference Solutions Limited (CRS) has not provided her with the service she has paid for. She would like a refund of her fee or for the business to provide the promised service. backgroundMiss V approached CRS on the recommendation of another company, regar... (2 pages)View decision -
Decision Reference DRN0590326
6 Dec 2019 Vitality Health Limited Not upheldInsurance (excluding PPI)Mr and Mrs S complain that Vitality Health Limited unfairly and unreasonably rejected a claim under a private health insurance policy. They want the claim accepted and future continuing treatment covered.backgroundMr and Mrs S are the beneficiaries of a Vitality group private medical insur... (2 pages)View decision -
Decision Reference DRN-3756935
31 Oct 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3756935 The complaint Mr A complains that Admiral Insurance Company Limited didn’t honour the uninsured driver promise when he made a claim on his motor insurance policy. He wants a refund of his policy excess. What happened Mr A’s car was hit by another driver. The driver was uninsure... (2 pages)View decision -
Decision Reference DRN-4171630
10 Oct 2023 esure Insurance Limited UpheldInsuranceDRN-4171630 The complaint Mr D complains that esure Insurance Limited mishandled his motor insurance policy. What happened Mr D had a powerful and valuable vehicle with a cherished number plate. Mr D took out an esure policy for that vehicle for the year from February 2022. He paid about £... (3 pages)View decision -
Decision Reference DRN-3290387
4 Feb 2022 One Insurance Limited Not upheldInsuranceDRN-3290387 The complaint Miss H complains about One Insurance Limited (‘One’). Her complaint is about One’s decision to cancel her motor insurance policy. What happened Miss H had a motor insurance policy with One. In July 2021 she received an email from One telling her that they had canc... (5 pages)View decision -
Decision Reference DRN-3228920
18 Jan 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3228920 The complaint Mr C complains about the charge for excess mileage that Mercedes-Benz Financial Services UK Limited, trading as Mercedes-Benz Finance, has made after he voluntarily terminated the hire purchase agreement under which a car had been supplied to him. He also complain... (6 pages)View decision -
Decision Reference DRN-5222118
30 Dec 2024 Marshall Motor Group Ltd UpheldInsuranceDRN-5222118 The complaint Mrs G complains that Marshall Motor Group Ltd made an error setting up her policy which impacted her ability to make a claim, and then provided poor service when she was trying to correct it. What happened In 2022 Mrs G bought add on policies when she purchase... (2 pages)View decision -
Decision Reference DRN1733071
5 Apr 2019 Admiral Insurance (Gibraltar) Limited UpheldInsurance (excluding PPI)Miss P complains about the service she received from Admiral Insurance (Gibraltar) Limited, trading as Call Assist, following a claim against the breakdown section of her motor insurance policy. backgroundIn October 2018, Miss P’s car broke down on a dual carriageway... (2 pages)View decision -
Decision Reference DRN-4970053
9 Oct 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4970053 The complaint The estate of Mr G complains that Bank of Scotland plc trading as Halifax, paid money into the wrong account and didn’t deal appropriately with Mr G’s accounts when he passed away. The estate is represented by Mrs J. What happened Mrs J says Halifax paid the ba... (2 pages)View decision
