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
-
Decision Reference DRN3974555
29 Nov 2018 NewDay Ltd UpheldBanking and creditMrs P complains about the service she’s received from NewDay Ltd (“ND”) in relation to her credit card account.background Mrs P says she received a phone call from a third party business that I’ll call Business A, during which she agreed to buy three web addresses ... (2 pages)View decision -
Decision Reference DRN8809392
16 Jan 2015 Black Horse Limited Not upheldBanking and creditMr L complains about a hire purchase agreement Black Horse Limited is asking him to repay. He says the vehicle that the hire purchase agreement relates to was bought for cash and he should not therefore have to repay the hire purchase agreement. backgroundMr L says he went to a supplier... (2 pages)View decision -
Decision Reference DRN5960481
3 Jun 2015 Allianz Insurance Plc UpheldInsurance (excluding PPI)Mrs E complains that Allianz Insurance plc mishandled a third party’s claim against her motor insurance policy.backgroundA third party told Allianz that Mrs E’s vehicle had caused damage to his. Mrs E said she had not been involved. She complained after Allianz dec... (2 pages)View decision -
Decision Reference DRN-4342400
28 Sep 2023 West Bay Insurance Plc Not upheldInsuranceDRN-4342400 The complaint Mr R complains about the settlement he received from West Bay Insurance Plc after he made a claim under his motorcycle insurance policy. West Bay is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As West... (2 pages)View decision -
Decision Reference DRN1452561
20 Dec 2019 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr B complains that Royal & Sun Alliance Insurance Plc (‘RSA’) arranged repairs on his vehicle that were substandard, along with causing undue delay when deciding the liability of a claim he made on his motor insurance policy. backgroundOn 17 August 2018, Mr B was involved in a collisi... (5 pages)View decision -
Decision Reference DRN-5219324
18 Dec 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5219324 The complaint Mr A complains about the default that BMW Financial Services (GB) Limited, trading as BMW Financial Services, has recorded on his credit file relating to a hire purchase agreement under which a car was supplied to him. What happened I issued a provisional decis... (4 pages)View decision -
Decision Reference DRN-5006938
6 Sep 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5006938 The complaint Mr M complains about how his insurer, Admiral Insurance (Gibraltar) Limited (Admiral), handled a claim under his motor insurance policy following the theft of his vehicle. Any reference to Admiral in this decision includes their agents. What happened Mr M had... (3 pages)View decision -
Decision Reference DRN-3289183
10 Feb 2022 TSB Bank plc Not upheldBanking and PaymentsDRN-3289183 The complaint M, a limited company, complains that TSB Bank plc hasn’t provided a reliable internet banking service, and this has caused it loss and inconvenience. What happened The director of M explains that there have been problems since the account was opened. The registrat... (2 pages)View decision -
Decision Reference DRN7039629
17 Oct 2014 Barclays Bank Plc Not upheldBanking and creditMr and Mrs L complain that Barclays Bank Plc did not take sufficient steps to prevent their small business becoming the victim of fraud, and has unfairly closed their merchant services facility and registered information about them with fraud prevention databases.backgroundMr and Mrs L op... (2 pages)View decision -
Decision Reference DRN-4836260
12 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4836260 The complaint Ms R is unhappy that Santander UK Plc restricted her access to her account, and with the service she’s received surrounding that. Ms R suffers with early onset dementia and so her complaint is brought to this service by her son, who holds Power of Attorney for her... (6 pages)View decision
