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 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 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 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 DRN-3627637
8 Aug 2022 U K Insurance Limited Not upheldInsuranceDRN-3627637 The complaint Mrs R had motor insurance underwritten by U K Insurance Limited trading as Churchill Insurance (UKI). She complains about how UKI dealt with a claim on her policy. What happened Mrs R’s car was involved in an accident. UKI, on the advice of its engineer, decided t... (5 pages)View decision -
Decision Reference DRN2313378
26 Apr 2013 The Co-operative Bank Plc Not upheldBanking and creditMr V complains about the actions of the Co-operative before and after he set up a new payment plan for his credit card debt. In particular, he questioned registration of a default and whether the bank’s actions amounted to harassment within the terms of Section 40 of the Administration of... (5 pages)View decision -
Decision Reference DRN3097256
4 Sep 2020 White Dove Garages Limited Not upheldBanking and creditMr S complains that White Dove Garages Limited failed to clear the outstanding finance on a vehicle he used as part-exchange towards a new financial agreement. He wants it to clear that balance and pay compensation.backgroundMr S is represented in this complaint by a family member, Mrs S. ... (3 pages)View decision -
Decision Reference DRN-2850931
24 Jun 2021 TSB Bank plc UpheldMortgagesDRN-2850931 The complaint Mr and Mrs A say they incurred a large legal bill in 2017 due to errors made by TSB Bank plc’s solicitor in registering the legal charge when they remortgaged in 2015. What happened I issued my provisional decision in April 2021, the findings of which stated: “I’... (3 pages)View decision -
Decision Reference DRN1599682
20 Feb 2015 TSB Bank plc Not upheldBanking and creditMr D has complained about the customer service provided by TSB Bank plc. He was unhappy about a letter that the bank sent to him, the lengthy process he had to go through to register for paperless correspondence and that they won’t use emails when corresponding with him.backgroundMr D h... (3 pages)View decision -
Decision Reference DRN2425026
8 Nov 2017 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mrs Z is unhappy that Tesco Underwriting Limited won’t refund the premium she paid when it cancelled her motor insurance policy from the start. She says she made an unintentional mistake on her application and it’s not fair for it to retain her premium.backgroundTesc... (2 pages)View decision -
Decision Reference DRN6828595
20 Jan 2016 Carcashpoint Limited UpheldBanking and creditMrs L complains Carcashpoint Limited has chased her for a debt that is not hers.backgroundIn October 2014 Mrs L bought a car using cash.In February 2015 Mrs L was contacted by bailiffs who said her car had been used to take out a loan from Carcashpoint. Mrs L says... (2 pages)View decision
