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 342371 results
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Decision Reference DRN-4616779
8 Jul 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-4616779 The complaint Ms R complains about the quality of a used car that was supplied through a hire purchase agreement with Stellantis Financial Services UK Limited (SFS). Ms R is also unhappy with the contact she’s had from them. What happened In April 2022, Ms R acquired a used car... (4 pages)View decision -
Decision Reference DRN-4821623
8 Jul 2024 esure Insurance Limited Not upheldInsuranceDRN-4821623 The complaint Mr L has complained that esure Insurance Limited unreasonably cancelled his motor policy as if it never existed because it said he misrepresented who was the owner and registered keeper of his car. What happened Mr L runs his own business and insured a vehicle for... (3 pages)View decision -
Decision Reference DRN-4807801
8 Jul 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4807801 The complaint Mr B complains that Santander UK Plc blocked and then closed his bank account without telling him why. What happened Mr B had a bank account with Santander. In or around November 2023 the bank contacted him to say that it wanted to discuss his account. Initially, ... (2 pages)View decision -
Decision Reference DRN-4896364
8 Jul 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4896364 The complaint G, a limited company, complain that Aviva Insurance Limited unfairly declined claims under their Commercial Combined insurance policy. Where I refer to Aviva, this includes the actions of its agents and claims handlers for which it takes responsibility. What happe... (5 pages)View decision -
Decision Reference DRN-4720507
8 Jul 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4720507 The complaint Mr C has complained that Bank of Scotland plc trading as Halifax (“Halifax”) mis-sold him a fee-paying Ultimate Reward Current Account (“URCA”) packaged account in 2003. Mr C says he was led to believe that agreeing to upgrade was the easiest way to secure the mor... (3 pages)View decision -
Decision Reference DRN-4870907
8 Jul 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4870907 The complaint Miss C complains about how Admiral Insurance (Gibraltar) Limited handled a claim made on her motor insurance policy. She wants her car repaired. What happened Miss C’s car was damaged in an accident, and she made a claim on her policy. Admiral took the car for rep... (3 pages)View decision -
Decision Reference DRN-4290337
8 Jul 2024 Acasta European Insurance Company Limited Not upheldInsuranceDRN-4290337 The complaint Mr D complains about Acasta European Insurance Company Limited’s (“Acasta”) offer to settle his claim under his Guaranteed Asset Protection (“GAP”) insurance policy. What happened Mr D bought a car on finance and also took out a GAP policy. A few months later, Mr ... (3 pages)View decision -
Decision Reference DRN-4796315
8 Jul 2024 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-4796315 The complaint Mr A complains about the quality of a vehicle that was supplied through a hire purchase agreement with Stellantis Financial Services UK Limited (SFS). What happened In January 2022, Mr A acquired a vehicle through a hire purchase agreement with SFS. The cash price... (4 pages)View decision -
Decision Reference DRN-4831013
8 Jul 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4831013 The complaint Mr G is unhappy that Admiral Insurance (Gibraltar) Limited (Admiral) increased his motor insurance renewal premium following an open claim. He’s also unhappy with the way the claim has been handled and that his No Claim Bonus (NCB) has been affected. Any reference... (4 pages)View decision -
Decision Reference DRN-4552151
8 Jul 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4552151 The complaint Miss H complains Revolut Ltd didn’t do enough to protect her when she fell victim to a job scam. What happened Miss H fell victim to a task-based employment scam (‘job scam’) in June 2023. Miss H was looking for opportunities to work from home, to provide her with... (5 pages)View decision