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 121479 results
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Decision Reference DRN-4336840
7 Nov 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4336840 The complaint Mrs T complains about how Creation Consumer Finance Ltd administered her credit agreement. What happened The background to this complaint is well-known to both parties. So, I haven’t set it out in detail here. Instead, I’ve set out a summary of what I think are th... (4 pages)View decision -
Decision Reference DRN-4375895
7 Nov 2023 One Insurance Limited UpheldInsuranceDRN-4375895 The complaint Mr M complains about the value One Insurance Limited (“One”) gave him for his car and the service he received following a claim under his motor insurance policy. What happened Mr M had a motor insurance policy with One covering his car. His car was damaged in Dece... (3 pages)View decision -
Decision Reference DRN-4440725
7 Nov 2023 HSBC Life (UK) Limited UpheldInsuranceDRN-4440725 The complaint Mr M complains about the decision by HSBC Life (UK) Limited to terminate his income protection claim. What happened Mr M held income protection cover through his employer. Benefit was payable if Mr M couldn’t work in his own occupation, or an occupation to which h... (4 pages)View decision -
Decision Reference DRN-4441447
7 Nov 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4441447 The complaint Mr M complains about how Admiral Insurance (Gibraltar) Limited (“Admiral”) dealt with the repairs to his car following a claim he made on his insurance policy. What happened Mr M has a cherished car which is insured with Admiral on a comprehensive basi... (5 pages)View decision -
Decision Reference DRN-4440755
7 Nov 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4440755 The complaint Mr D is unhappy that Lloyds Bank PLC defaulted his credit card account and sold it to a debt recovery agency. What happened To briefly summarise: Mr D had a Lloyds credit account that was in arrears. In September 2022, Mr D contacted Lloyds and agreed a three-mont... (6 pages)View decision -
Decision Reference DRN-4236275
7 Nov 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4236275 The complaint Mrs A complains that Bank of Scotland plc, trading as Halifax, didn’t update her address details and sent statements to her old address. She would like more compensation than the £200 Halifax has paid, and the reassurance the correct address is now being used. Wha... (2 pages)View decision -
Decision Reference DRN-4389437
7 Nov 2023 First Complete Ltd UpheldInsuranceDRN-4389437 The complaint Mrs M complains that First Complete Ltd cancelled a policy and started another policy on her life without her knowledge. All references to First Complete include its appointed representatives. What happened The facts of this matter aren’t in dispute. In summary in... (3 pages)View decision -
Decision Reference DRN-4377726
7 Nov 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4377726 The complaint Mrs H as administratrix of the estate of the late Mr M complains that Barclays Bank UK Plc charged interest on the mortgage having said that the account was frozen at the date of his death - 27 August 2020 - and continued to charge interest although the account ha... (4 pages)View decision -
Decision Reference DRN-4419142
7 Nov 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4419142 The complaint Mr M is complaining about BMW Financial Services (GB) Limited trading as Alphera Financial Services (Alphera). He says they shouldn’t have lent to him as the repayments were unaffordable. What happened In July 2018, Mr M took out a hire purchase agreement with Alp... (4 pages)View decision -
Decision Reference DRN-4332815
7 Nov 2023 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4332815 The complaint Miss L complains that Sainsbury’s Bank Plc increased the limit on a credit card account, which she could not afford. What happened In January 2021 Sainsbury’s approved a credit card account with an initial limit of £2,500 for Miss L. It increased that limit in Nov... (3 pages)View decision
