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 4282 results
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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 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 DRN9442212
9 Jan 2015 Bank of Scotland Plc Not upheldBanking and creditMr H complains that Bank of Scotland plc (trading as Halifax) is unfairly holding him liable for a credit card debt and has wrongly registered adverse information on his credit file.background Mr H contacted Halifax to update the address on his credit card account. He says that, even ... (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 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 DRN-2599489
9 Jul 2021 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-2599489 The complaint Ms A has complained that Automobile Association Insurance Services Limited (AA) unreasonably refused to pay her partner’s claim under this breakdown repair policy. Ms A is represented by her partner Mr A so I shall just refer to him throughout. What happened Mr A ... (2 pages)View decision -
Decision Reference DRN-3122268
2 Nov 2021 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-3122268 The complaint Mr and Mrs M complain that The Mortgage Works (UK) Plc (TMW) lost the title deeds to their property. What happened Mr and Mrs M took out a mortgage with Morgan Stanley Bank International Limited, trading as Advantage, on 22 March 2007. In July 2007, the mortgage ... (2 pages)View decision -
Decision Reference DRN-3153088
24 Jan 2022 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-3153088 The complaint Mr K complains that Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (VWFS) didn’t pay the first three months’ instalments on his hire purchase agreement (HPA) as had been agreed. What happened Mr K entered into a HPA with VWFS in Sept... (2 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
