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 DRN1273178
28 May 2019 Mercedes-Benz Financial Services UK Limited Not upheldBanking and creditMr T complains about the compensation that he’s been offered by Mercedes-Benz Financial Services UK Limited, trading as Mercedes-Benz Finance, for a car that he rejected.background Mr T paid £900 to a broker to find a car for him. And a nearly new car was supplied ... (3 pages)View decision -
Decision Reference DRN-5313295
24 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5313295 The complaint Mr A and Mrs K complain that Barclays Bank UK PLC (“Barclays”) failed to refund transactions they didn’t recognise. What happened Mrs K was the main account holder involved with this complaint, so I’ll mainly refer to her for ease of reading. Mrs K reported to ... (5 pages)View decision -
Decision Reference DRN5300827
24 Jan 2014 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr B’s complaint is about a payment protection insurance (PPI) policy taken out in June 2007 alongside a credit card. Mr B says that The Royal bank of Scotland Plc (RBS) mis-sold the policy.backgroundIn June 2007 Mr B applied for an RBS credit card using a postal application form. At ... (4 pages)View decision -
Decision Reference DRN-5395204
18 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5395204 The complaint Miss A complains about how Aviva Insurance Limited settled a claim made on her motor insurance policy. Reference to Aviva includes its agents. What happened Miss A holds a motor insurance policy with Aviva. When her car was involved in an incident, she called a... (4 pages)View decision -
Decision Reference DRN-5029929
19 Sep 2024 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5029929 The complaint Mr K has complained about Watford Insurance Company Europe Limited’s decision to cancel his car insurance policy. Watford is the main insurer and underwriter of the policy. What happened In June 2023 Mr K bought a car insurance policy through a broker and paid ... (3 pages)View decision -
Decision Reference DRN9258647
20 May 2014 Domestic & General Insurance Plc UpheldInsurance (excluding PPI)Mr B complains that Domestic & General Insurance PLC (D&G) failed to register two appliances under an extended warranty which was offered to him by his credit card provider. He also complains about D&G’s handling of his complaint. backgroundThe provider of Mr B’s credit card... (2 pages)View decision -
Decision Reference DRN4827488
26 Apr 2013 UK Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs N complain that U K Insurance Limited (UKI) unfairly rejected the part of a claim they made that was covered by the uninsured driver promise (the UDP) within their motor insurance policy. They also complain that they received poor customer service from UKI in general.backgro... (2 pages)View decision -
Decision Reference DRN3051197
24 Mar 2020 The Mortgage Shop (Barnsley) Ltd UpheldBanking and creditMr and Mrs W complain about the way The Mortgage Shop (Barnsley) Ltd (“TMS”) dealt with their application for a mortgage. Mr and Mrs W want compensation for the cost of purchasing the freehold interest by credit card.backgroundTMS assisted Mr and Mrs W as broker in applying for a mortgage ... (2 pages)View decision -
Decision Reference DRN2093606
30 Oct 2015 Bank of Scotland Plc UpheldBanking and creditMr L, acting on behalf of Mrs L, his mother, complains that Bank of Scotland plc offered a poor level of service when he was setting up online access under his Power of Attorney for her.background Mr L has Power of Attorney for his mother and had registered this w... (2 pages)View decision -
Decision Reference DRN2179705
4 Nov 2015 Clydesdale Bank Plc Not upheldBanking and creditG complains Clydesdale Bank Plc mis-sold it a tailored business loan because it didn’t want to fix the interest rate and didn’t understand the terms and conditions. It says the agreement kept being amended when it wanted to borrow money and it lost out as a result.La... (5 pages)View decision
