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 4361 results
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Decision Reference DRN0622069
18 Nov 2013 The Society of Lloyd's UpheldInsurance (excluding PPI)Mrs E complains about the handling by The Society of Lloyd’s (‘Lloyd’s’) of a claim made under her equine insurance policy. Because of discrepancies in information about her horse’s age, Lloyd’s are dealing with the claim under a ‘mature horse’ policy whereas Mrs E believes cover shoul... (3 pages)View decision -
Decision Reference DRN0376438
4 Jun 2020 UK Insurance Limited UpheldInsurance (excluding PPI)ComplaintMr M is unhappy with the way UK Insurance Limited (UKI) have dealt with a claim following an incident where a third-party vehicle hit his vehicle whilst it was parked.BackgroundMr M’s parked vehicle was impacted by a third-party vehicle. Details were exchanged and both parties inf... (4 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 DRN-2937749
13 Sep 2021 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-2937749 The complaint Mr J complains about how Toyota Financial Services (UK) Plc (Toyota) dealt with matters when he tried to enter into a finance agreement for a used car. What happened Around February 2020, Mr J spoke to a car dealership with intentions of acquiring a car. He said m... (4 pages)View decision -
Decision Reference DRN0238861
13 Jun 2016 Barclays Bank Plc Not upheldBanking and creditMiss W and Miss B complain that they were mis-sold packaged bank accounts by Barclays Bank Plc. backgroundMiss W and Miss B had a joint account with Barclays. This was upgraded to an “Additions” packaged bank account in 2002 and then an “Additions Plus” account in ... (3 pages)View decision -
Decision Reference DRN4360254
17 Sep 2013 Shop Direct Finance Company Limited UpheldBanking and creditMrs L complains that she has been an agent of Shop Direct Finance Company Limited (“Shop Direct”) for many years. However, Shop Direct has pursued her personally for a debt after one of her customers failed to pay for a purchase. backgroundShop Direct says Mrs L opened her account in 1... (3 pages)View decision -
Decision Reference DRN-4162426
21 Jun 2023 Virgin Media Mobile Finance Limited Not upheldConsumer CreditDRN-4162426 The complaint Mr M complains about the quality of the goods he was supplied with under a fixed sum loan with Virgin Media Mobile Finance Limited. What happened Mr M entered into a fixed sum loan with Virgin in February 2022 to finance the purchase of a mobile phone and wireless... (4 pages)View decision -
Decision Reference DRN-4164826
9 Jun 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4164826 The complaint Miss A complained that Madison CF UK Limited, trading as 118 118 Money (“Madison”) issued a notice of default and then unfairly registered the default on her credit file. She also complained that Madison didn’t offer appropriate support when she had financial diff... (4 pages)View decision -
Decision Reference DRN-1087386
22 Jul 2020 Aviva Insurance Limited UpheldInsuranceDRN-1087386 The complaintMiss B complains about the delays Aviva Insurance Limited has caused in settling her claim on her motor insurance policy. She wants compensation for the stress and inconvenience caused. What happenedMiss B is a named driver on her sister’s policy. She had an accide... (3 pages)View decision -
Decision Reference DRN-2915560
1 Sep 2021 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-2915560 The complaint Mr Y is unhappy with the way Accredited Insurance (Europe) Ltd (Accredited) dealt with a claim against his motor insurance policy. All references to Accredited include agents appointed to act on their behalf. What happened In February 2020, Accredited told Mr Y th... (3 pages)View decision
