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 128535 results
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Decision Reference DRN-4798432
11 Jun 2024 One Insurance Limited UpheldInsuranceDRN-4798432 The complaint Miss T complains about delays in assessing her claim for legal cover by One Insurance Limited (One Insurance). What happened Miss T had a home insurance policy with legal cover underwritten by One Insurance. Miss T suffered a personal injury following the use of a... (2 pages)View decision -
Decision Reference DRN-4841285
11 Jun 2024 Ageas Insurance Limited UpheldInsuranceDRN-4841285 The complaint Mr G is a sole trader. He complains that Ageas Insurance Limited (Ageas) settled a third- party motor claim on his behalf without his knowledge. Mr G says he did not cause any damage and he now has an accident logged on his claims’ history which has resulted in in... (5 pages)View decision -
Decision Reference DRN-4847030
11 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4847030 The complaint E, a limited company, complains that HSBC UK Bank Plc (‘HSBC’) unfairly closed its business account. E is also unhappy that HSBC gave it conflicting information which caused delays which impacted it financially. E’s complaint has been brought to our service by its... (4 pages)View decision -
Decision Reference DRN-4812480
11 Jun 2024 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4812480 The complaint Mr S complains that Blue Motor Finance Ltd (BMF) didn’t sufficiently check he could afford to sustain the repayments of a hire purchase agreement he entered into with them. In bringing his complaint Mr S is represented by a third party. For ease of reading I will ... (4 pages)View decision -
Decision Reference DRN-4820969
11 Jun 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4820969 The complaint Miss L has complained about Creation Consumer Finance Ltd’s (‘Creation’) response to a claim she made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking into account Section 140A (‘... (6 pages)View decision -
Decision Reference DRN-4574651
11 Jun 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4574651 The complaint Mr G complains about the quality of a car provided to him on finance by STARTLINE MOTOR FINANCE LIMITED (‘SMF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my informal r... (5 pages)View decision -
Decision Reference DRN-4742392
11 Jun 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4742392 The complaint Mr B complains that Specialist Motor Finance Limited (Specialist Motor Finance) irresponsibly granted him a hire purchase agreement that he couldn’t afford to repay. What happened In March 2023 Mr B acquired a vehicle financed by a hire purchase agreement from Spe... (4 pages)View decision -
Decision Reference DRN-4846452
11 Jun 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4846452 The complaint Miss G complains that Zopa Bank Limited (“Zopa”) is holding her liable for the debt on a loan which she says was taken out in her name as a result of fraud. What happened The background to this complaint is well known to both parties, so I won’t repeat everything ... (2 pages)View decision -
Decision Reference DRN-4845586
11 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4845586 The complaint A company, which I’ll refer to as W, complains that Barclays Bank UK Plc unfairly closed its bank account as a result of a Know Your Customer (KYC) review. What happened W’s director told us: W had a business account with Barclays for over a decade. The account w... (5 pages)View decision -
Decision Reference DRN-4545460
11 Jun 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4545460 The complaint Miss N complains that Lloyds Bank PLC did not refund all the money she lost to a scam. What happened Both parties are aware of the circumstances of the circumstances of the complaint, so I won’t repeat them again in detail here. In summary, Miss N was introduced t... (4 pages)View decision