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 121668 results
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Decision Reference DRN-3893922
16 Jan 2023 Blue Motor Finance Ltd UpheldConsumer CreditDRN-3893922 The complaint Mrs F complains that Blue Motor Finance Limited (“Blue Motor Finance”) irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In July 2016, Mrs F acquired a used car financed by way of a hire purchase agreement from Blue Mo... (3 pages)View decision -
Decision Reference DRN-3882934
16 Jan 2023 Lloyds Bank PLC UpheldMortgagesDRN-3882934 The complaint Mr and Mrs V complain that Lloyds Bank PLC undervalued their house, for mortgage purposes. And they complain about what happened when they tried to appeal this valuation. What happened Whilst this complaint is brought by both Mr and Mrs V, as the mortgage is in bo... (5 pages)View decision -
Decision Reference DRN-3769884
16 Jan 2023 AXA PPP Healthcare Limited UpheldInsuranceDRN-3769884 The complaint Mr and Mrs D complain that AXA PPP Healthcare Limited declined Mrs D’s claim against her private medical insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In summary, Mr and Mrs... (4 pages)View decision -
Decision Reference DRN-3851359
16 Jan 2023 Wakam UpheldInsuranceDRN-3851359 The complaint Mr B and Ms S complain that the settlement offer from Wakam doesn’t cover the cost of repairs to their damaged flooring, under their buildings insurance policy. I will refer to Mr B for ease of reading in my decision. What happened In January 2022 Mr B noticed the... (3 pages)View decision -
Decision Reference DRN-3891556
16 Jan 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3891556 The complaint Mrs H is unhappy that Bank of Scotland plc, trading as Halifax, sent mail to her marital home despite her giving clear instructions to Halifax not to do so. What happened Mrs H is going through a divorce and has been the victim of domestic violence. Mrs H approach... (2 pages)View decision -
Decision Reference DRN-3899084
16 Jan 2023 Healthcare Finance Limited UpheldConsumer CreditDRN-3899084 The complaint Miss C is unhappy with Healthcare Finance Limited’s (‘HFL’) response to her claim made to it under Section 75 of the Consumer Credit Act 1974 (‘Section 75’). What happened Miss C purchased cosmetic dental treatment using a fixed sum loan from HFL. However, before ... (8 pages)View decision -
Decision Reference DRN-3748829
16 Jan 2023 Acasta European Insurance Company Limited UpheldInsuranceDRN-3748829 The complaint Mr S is unhappy with how Acasta European Insurance Company Limited handled his guaranteed asset protection (GAP) insurance claim. All references in this decision to Acasta include any of its appointed administrative agents. What happened Mr S contacted his motor i... (3 pages)View decision -
Decision Reference DRN-3896740
16 Jan 2023 abrdn Client Management Limited UpheldPensions and AnnuitiesDRN-3896740 The complaint Mr W has complained that abrdn Client Management Limited, formerly known as Standard Life Aberdeen Plc, didn’t provide him with financial advice in the period from May 2015 to November 2018, during which time there was poor performance of the fund in which he was ... (14 pages)View decision -
Decision Reference DRN-3899873
16 Jan 2023 Barclays Bank UK PLC UpheldMortgagesDRN-3899873 The complaint Ms N complains that her buy to let (“BTL”) mortgage application received a positive decision in principle from Barclays Bank UK PLC, so she went ahead with an application through her broker, and paid fees. But she said her income was always too low for Barclays to... (6 pages)View decision -
Decision Reference DRN-3888540
16 Jan 2023 Apex Insurance Brokers Limited UpheldInsuranceDRN-3888540 The complaint B, a sole trader, represented by Mr M, complains that Apex Insurance Brokers Limited (“Apex”) has mis-sold it a professional indemnity (“PI”) policy. As Mr M has led this complaint, any reference to him includes B. What happened The background of this complaint is... (4 pages)View decision
