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 4422 results
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Decision Reference DRN2370663
13 Apr 2018 IGO4 Limited Not upheldInsurance (excluding PPI)Mr A complains that IGO4 Limited has taken over £200 as payment for a car insurance policy that it cancelled after a month. He doesn’t believe the cancellation was fair and would like a full refund.backgroundMr A set up the policy on 7 October 2016. On 17 October ... (2 pages)View decision -
Decision Reference DRN-4909552
23 Sep 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4909552 The complaint This complaint is about the way Nationwide Building Society (‘Nationwide’) dealt with the registration of a Power of Attorney(‘POA’) granted by Mr C. The complaint is brought on behalf of Mr C by his representative, whom I’ll call Mr C1. What happened Mr C1 h... (3 pages)View decision -
Decision Reference DRN-3632870
8 Aug 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3632870 The complaint Mr W complains about the additional rental that he’s been charged by Mercedes-Benz Financial Services UK Limited, trading as Mercedes-Benz Finance, under a hire agreement when there was a delay in the car being collected from him. His relative is also involved in ... (3 pages)View decision -
Decision Reference DRN3337620
30 Jul 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)J Ltd complained that Aviva Insurance Limited refused to pay their claim under their fleetmotor insurance policy after their car was stolen.backgroundAfter J Ltd’s car was stolen, they reported it to the police and made a theft claim to Aviva.However the police discovered that the car had ... (5 pages)View decision -
Decision Reference DRN-1926698
1 Feb 2021 Carnegie Consumer Finance Limited Not upheldConsumer CreditDRN-1926698 The complaint Mr D complains that Carnegie Consumer Finance Limited won’t refund to him the money that he’s claimed for an electrician’s training course that he paid for using a fixed sum loan agreement and that it won’t cancel the loan agreement. He’s being helped with his com... (3 pages)View decision -
Decision Reference DRN3506060
9 Apr 2015 CIS General Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains that CIS General Insurance Limited applied zero years no claims discount (NCD) and changed the car model which increased the premium for his motor insurance policy. Mr A is also unhappy that CIS emailed him at an incorrect email address. He wants his f... (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-5192759
19 Dec 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5192759 The complaint Mr W is unhappy with Admiral Insurance (Gibraltar) Limited’s correspondence with him when they wrongly told him his vehicle had been involved in an accident. What happened On 31 July 2024, Mr W received an email from Admiral which said they’d been notified of ... (2 pages)View decision -
Decision Reference DRN4366537
12 Jun 2017 Financial Administration Services Limited UpheldInvestment and pensionsMr C is complaining about Financial Administration Services Limited (trading as Fidelity) because it cashed some of his investments when he applied to transfer them from another platform, rather than transferring them in-specie as he requested.background In 2016, Mr C... (6 pages)View decision -
Decision Reference DRN8174877
22 Jan 2014 FirstRand Bank Limited UpheldBanking and creditMr A complains about a car he bought through a hire purchase agreement with FirstRand Bank Limited. He says the car was sold to him with a number of faults which meant the car was illegal and could not be driven. There were also problems with the registration papers for the car and the... (10 pages)View decision
