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 128312 results
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Decision Reference DRN-5236289
22 Jan 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5236289 The complaint Mrs E complains that Nationwide Building Society blocked her credit card whilst she was abroad. What happened Mrs E holds a credit card account with Nationwide. In July 2024 Mrs E went on holiday abroad but when she tried to use her credit card to pay for car h... (3 pages)View decision -
Decision Reference DRN-5227337
22 Jan 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5227337 The complaint Mr M complains that Liverpool Victoria Insurance Company Limited trading as FLOW (“LV”) unfairly treated his motor insurance policy as void and declined his claim. What happened The subject matter of the insurance, the claim and the complaint is a cabriolet ca... (5 pages)View decision -
Decision Reference DRN-5210884
22 Jan 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5210884 The complaint Mr C is unhappy that Bank of Scotland plc trading as Halifax (‘Halifax’) increased the interest rate on his credit card account and won’t review this. Mr C wants his interest rate to be reviewed – and ideally reinstated - and for Halifax to pay him compensatio... (5 pages)View decision -
Decision Reference DRN-5278233
22 Jan 2025 Ageas Insurance Limited UpheldInsuranceDRN-5278233 The complaint Mr Z complains that Ageas Insurance Limited have declined his claim for damage to his car following a fire. What happened In August 2024 Mr Z made a claim after his car caught fire while he was driving. Mr Z’s car was taken to a recovery yard by his recovery ... (3 pages)View decision -
Decision Reference DRN-4737347
21 Jan 2025 Black Horse Limited UpheldConsumer CreditDRN-4737347 The complaint Mr A has complained about the quality of a car he acquired using finance from Black Horse Limited, trading as Land Rover Financial Services (‘LRFS’). What happened In July 2022, Mr A entered into a finance agreement for a new car. Unfortunately, in January 2023... (2 pages)View decision -
Decision Reference DRN-4683499
21 Jan 2025 Black Horse Limited UpheldConsumer CreditDRN-4683499 The complaint Mr C has complained about the quality and past history of a car he acquired using finance from Black Horse Limited. At times, Mr C has been represented in bringing his complaint. But, for clarity, I’ll refer to all submissions made on his behalf as having been ... (4 pages)View decision -
Decision Reference DRN-4672364
21 Jan 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4672364 The complaint Mr M has complained about the quality of a van he acquired on finance from Santander Consumer (UK) Plc. What happened In May 2022, Mr M entered into a finance agreement with Santander, for a used van. In August 2022, a warning light came on, regarding the DPF. ... (2 pages)View decision -
Decision Reference DRN-5206901
20 Jan 2025 U K Insurance Limited UpheldInsuranceDRN-5206901 The complaint Mr C complains about the settlement that UK Insurance Limited (UKI) offered him for the total loss of his car following a claim made on his motor insurance policy. What happened Mr C’s car was damaged in an accident, and he made a claim on his policy. UKI offe... (3 pages)View decision -
Decision Reference DRN-5217327
20 Jan 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5217327 The complaint Mrs & Mr C complain about Lloyds Bank General Insurance Limited’s (“Lloyds”) valuation of a piece of jewellery she lost under a home insurance claim. Both Mrs & Mr C are policyholders on the policy, but for ease I’ll mainly refer to Mrs C as it’s her je... (4 pages)View decision -
Decision Reference DRN-5272178
20 Jan 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5272178 The complaint Ms H has complained that her home contents insurer, Lloyds Bank General Insurance Limited (‘Lloyds), avoided her policy and refused to deal with her claim after there was a burglary at her home. Lloyds is the underwriter of this policy i.e., the insurer. Durin... (6 pages)View decision