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 4152 results
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Decision Reference DRN3297247
18 Apr 2016 Xbridge Limited Not upheldInsurance (excluding PPI)W, a limited company, has complained because its buildings insurance policy that was arranged by Xbridge Limited has been cancelled.backgroundThe premium for the policy was to be paid via a credit agreement. What normally happens is that the credit provider pays the... (2 pages)View decision -
Decision Reference DRN6226490
18 Feb 2019 Mercedes-Benz Financial Services UK Limited Not upheldBanking and creditMr K is unhappy with the charges Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (MBFS) asked him to pay when he returned a car at the end of a hire purchase agreement.backgroundMr K acquired a new car from MBFS through a 36 month hire pur... (2 pages)View decision -
Decision Reference DRN8301636
3 Oct 2017 Zenith Insurance plc Not upheldInsurance (excluding PPI)Mr M has complained about the way Zenith Insurance plc dealt with a claim made against his car insurance policy.backgroundMr M bought a car insurance policy with Zenith. In December 2016 Zenith received a claim from a third party. They said Mr M’s car had been invo... (3 pages)View decision -
Decision Reference DRN-4445767
23 Nov 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-4445767 The complaint Miss H complains about difficulties registering Revolut Ltd’s app on a new mobile phone. What happened Miss H has a multi-currency account with Revolut. In January 2023 Miss H changed her mobile phone and attempted to register the Revolut app and access her accoun... (2 pages)View decision -
Decision Reference DRN3201434
23 May 2016 CIS General Insurance Limited Not upheldInsurance (excluding PPI)Mr H complained about how CIS General Insurance Limited handled his total loss claim under his motor insurance policy. backgroundAfter Mr H’s car was damaged in an accident, CIS declared it uneconomic to repair and paid Mr H his car’s market value. CIS then sold hi... (2 pages)View decision -
Decision Reference DRN0433995
29 Oct 2013 Barclays Bank Plc Not upheldBanking and creditMr D complains that Barclays Bank Plc has unfairly registered adverse information about him, after his account was used by a third party to carry out a fraudulent cheque transaction. backgroundMr D was approached by a fellow student, whom he had recently met, and persuaded to provide h... (3 pages)View decision -
Decision Reference DRN1200098
5 Mar 2020 Renault Retail Group UK Limited Not upheldBanking and creditMiss O complains that a hire purchase agreement was mis-sold to her by Renault Retail Group UK Limited and that it incorrectly sent the registration for the car to her mother. She’s being helped with her complaint by her representative.backgroundMiss O and her mother went to a dealer in No... (3 pages)View decision -
Decision Reference DRN-5083017
7 Nov 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-5083017 The complaint Miss M has complained about the loss of a personal registration plate from her car when she made a claim under her car insurance policy. What happened Miss M was involved in an incident and made a claim to her insurer, Advantage. Her car was recovered and in tr... (2 pages)View decision -
Decision Reference DRN-4716987
2 Apr 2024 Aviva Insurance Limited UpheldInsuranceDRN-4716987 The complaint Mr G complains that due to an error made by Aviva Insurance Limited (Aviva) relating to his van insurance policy for his business, which I’ll refer to as M, he was stopped and detained by the Police for driving without insurance. Mr G, on behalf of his business M,... (3 pages)View decision -
Decision Reference DRN-3892952
26 Jan 2023 Covea Insurance plc UpheldInsuranceDRN-3892952 The complaint Mr L complains about Covea Insurance plc’s (“Covea”) delay in handling his car insurance claim which he says led to him having to pay higher premiums. What happened The background to this complaint is well known to both parties, so I won’t go over it in great deta... (3 pages)View decision
