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 DRN9848758
25 Apr 2014 Santander Consumer (UK) Plc Not upheldBanking and creditMr D complains that a car he purchased on finance from Santander Consumer (UK) Plc was of unsatisfactory quality and misrepresented at the time of sale.backgroundMr D purchased the car under a conditional sale agreement in January 2012. He had some problems with the car after the purch... (3 pages)View decision -
Decision Reference DRN3323391
3 Mar 2020 Covea Insurance plc Not upheldInsurance (excluding PPI)Miss S complains about the level of service provided by Covea Insurance plc under her motor insurance policy following an accident. She wants a refund of her policy excess, her car radio repaired and compensation.backgroundCovea took Miss S’s car for repairs following an accident. But Miss... (3 pages)View decision -
Decision Reference DRN-4211137
5 Jul 2023 Aviva Insurance Limited Not upheldInsuranceDRN-4211137 The complaint Mr F complains Aviva Insurance Limited unfairly declined his claim when his car was stolen. Mr F is represented in this matter by his sister, Miss F. For ease, I’ll refer to Mr F throughout this decision. Any reference to Aviva includes its agents. What happened O... (4 pages)View decision -
Decision Reference DRN3717959
2 May 2014 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mrs Q complains that Aviva Insurance Limited has handled a claim she made under her motor insurance policy poorly; in particular, that it: was slow in refunding a £150 excess in accordance with the terms of her policy; recorded her claim on the Claims Underwriting Exchange (CUE) da... (5 pages)View decision -
Decision Reference DRN-4235505
16 Aug 2023 Sterling ISA Managers Limited UpheldPensions and AnnuitiesDRN-4235505 The complaint Mr G has complained about the time taken to transfer his pension from Sterling ISA Managers Limited trading as Advance by Embark (Advance) to a new provider Interactive Investor Services Limited (IISL). Mr G has stated the delay led to a period of time where he co... (6 pages)View decision -
Decision Reference DRN8230329
24 Mar 2017 Barclays Bank Plc Not upheldBanking and creditMr R complains that Barclays Bank Plc (“Barclays”) placed a default on his credit file for an account which he had asked it to close. This default was later removed. But Mr R says that he was unable to secure a tenancy agreement for some of the period this defa... (2 pages)View decision -
Decision Reference DRN5168064
27 Nov 2019 Advantage Insurance Company Limited UpheldInsurance (excluding PPI)Mr W complains that Advantage Insurance Company Limited didn’t offer enough for the repairs needed to his car when he claimed under his car insurance policy, following an engine fire. He also complains that damage was caused to the car while it was in the care of its agent.backgroundMr W m... (6 pages)View decision -
Decision Reference DRN-4559096
15 Jan 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4559096 The complaint Mr and Mrs H complain that Admiral Insurance (Gibraltar) Limited wouldn’t agree to cover damage to their vehicle after they made a motor insurance claim. What happened In 2012, Mr and Mrs H took out a multi-car insurance policy from Admiral, which they renewed ann... (5 pages)View decision -
Decision Reference DRN6644961
28 Jul 2015 One Insurance Limited UpheldInsurance (excluding PPI)Mrs and Mr J complain that One Insurance Limited (One) hasn’t paid them the market value of their Lexus after it was written off in an accident in July 2014.backgroundMrs and Mr J bought the car which is the subject of this complaint in 2013, transferring their ... (3 pages)View decision -
Decision Reference DRN-3561559
14 Nov 2022 National Westminster Bank Plc UpheldMortgagesDRN-3561559 The complaint Ms J complains that National Westminster Bank Plc changed the contact details on her buy to let mortgage in response to a request from a fraudster, which led to a series of debts being taken out in her name without her knowledge. What happened Ms J has a buy to le... (3 pages)View decision
