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 4338 results
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Decision Reference DRN4717190
28 Jun 2019 Santander UK Plc UpheldBanking and creditMrs M1 has brought a complaint to our service on behalf of her mother Mrs M2, for whom she has power of attorney. She complains that Santander UK Plc did not make her a joint signatory on her mother’s account when they were asked to. And she says her mother is... (3 pages)View decision -
Decision Reference DRN1586864
24 Feb 2014 Barclays Bank Plc UpheldBanking and creditMr K complains that Barclays Bank plc has registered fraud markers against his name, even though he was the victim of a scam. backgroundMr K applied online for a job. He was contacted by someone claiming to be from the company offering the job to tell him that he had been successful. At... (1 page)View decision -
Decision Reference DRN7031080
28 Feb 2017 Carnegie Consumer Finance Limited Not upheldBanking and creditMr K is unhappy he hasn’t been able to cancel a fixed term loan agreement with Carnegie Consumer Finance Limited which he took out to pay for a training course. backgroundIn November 2015 Mr K took out a fixed term loan agreement to pay for a training course. Mr K co... (2 pages)View decision -
Decision Reference DRN-5236425
2 Jan 2025 Aviva Insurance Limited UpheldInsuranceDRN-5236425 The complaint Mr L complains about how his insurer, Aviva Insurance Limited (Aviva) valued his vehicle as a total loss following an accident. Any reference to Aviva in this decision includes their agents. What happened In March 2024 Mr L’s vehicle was stolen and unfortunat... (4 pages)View decision -
Decision Reference DRN3523263
19 Nov 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr Z was involved in a road traffic accident (RTA). He’s unhappy that Aviva Insurance Limited (Aviva) decided to record this as a ‘fault’ claim and his No Claim Discount (NCD) will be affected. backgroundMr Z has an annual, comprehensive car insurance policy which star... (2 pages)View decision -
Decision Reference DRN3711700
9 Jan 2014 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)This complaint concerns the sale of a regular premium payment protection insurance (PPI) policy taken out in 2000 and attached to a credit card. Mr A says that The Royal Bank of Scotland Plc (RBS) mis-sold the policy.backgroundI issued my provisional decision in November 2013. A summar... (2 pages)View decision -
Decision Reference DRN-3412992
6 Apr 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3412992 The complaint Mr N complains about how Aviva Insurance Limited handled a claim made on his motor insurance policy. He wants a refund of his policy excess and compensation for the increase in his premium. What happened Mr N said a delivery driver reversed into his parked car and... (2 pages)View decision -
Decision Reference DRN-5094452
11 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5094452 The complaint Mr B complains Admiral Insurance (Gibraltar) Limited (Admiral) unfairly settled his claim on his motor insurance policy after his car was classed a total loss. What happened Mr B made a claim on his motor insurance policy after his car was damaged in an incide... (3 pages)View decision -
Decision Reference DRN-2751010
27 May 2021 Eversure Limited Not upheldInsuranceDRN-2751010 The complaint Mr W complains Eversure Limited have unfairly charged him for an amendment on his roadside assistance policy. What happened On 5 January 2020 Mr W took out a roadside assistance policy with Eversure. In December 2020 Mr W paid to renew his policy on 5 January 2021... (2 pages)View decision -
Decision Reference DRN2752462
12 Jan 2017 Vanquis Bank Limited Not upheldBanking and creditMr T complains that Vanquis Bank Limited duplicated a default registration on his credit file.backgroundVanquis passed Mr T’s account to a debt collection company in 2014 for non-payment. It later took the account back in-house, prior to selling it.Mr T says he contac... (2 pages)View decision
