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 120327 results
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Decision Reference DRN-3611312
9 Aug 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3611312 The complaint Ms B complains that AA Underwriting Insurance Company Limited (AAUICL) avoided (treated it as if it never existed) her motor insurance policy and refused to pay her claim following the theft of her car. What happened Ms B renewed her motor insurance policy with AA... (3 pages)View decision -
Decision Reference DRN-3613215
9 Aug 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3613215 The complaint Mr A complains a car he acquired with a hire purchase agreement from MotoNovo Finance Limited (Motonovo) is not of satisfactory quality. What happened I set out the background to this complaint in an earlier provisional decision, for clarity I repeat it here. On 3... (5 pages)View decision -
Decision Reference DRN-3517602
9 Aug 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3517602 The complaint Mrs C complains about HSBC UK Bank Plc’s (“HSBC”) refusal to refund the money she has requested. What happened Mrs C is represented in her complaint but for ease of reading I’ll refer to all submissions and responses as if they came from Mrs C directly. Mrs C’s da... (4 pages)View decision -
Decision Reference DRN-3582897
9 Aug 2022 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3582897 The complaint Mr D complains that Clydesdale Bank Plc trading as Virgin Money has mishandled his claim under section 75 of the Consumer Credit Act 1974 for reimbursement of costs arising from a faulty kitchen worktop. What happened In September 2019 Mr D ordered and paid for a ... (4 pages)View decision -
Decision Reference DRN-3419723
9 Aug 2022 Blue Motor Finance Ltd UpheldConsumer CreditDRN-3419723 The complaint Mr B complains that a car he acquired via a hire purchase agreement with Blue Motor Finance Ltd wasn’t of satisfactory quality. He says it would be fair for Blue Motor Finance Ltd to cover the costs of all the outstanding repairs as he wishes to keep the car. What... (5 pages)View decision -
Decision Reference DRN-3608922
9 Aug 2022 Social Money Limited UpheldMortgagesDRN-3608922 The complaint This complaint is about a short-term bridging loan that Mr M borrowed from Social Money Limited (SML) in 2019. He’s unhappy that SML switched the terms of the offer from twelve to six months at short notice, and increasing the interest rate and fees. He says this ... (3 pages)View decision -
Decision Reference DRN-3479480
9 Aug 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3479480 The complaint Mx C is unhappy that they couldn’t open a bank account with Lloyds Bank PLC over the phone due to their title being Mx. What happened Mx C has a bank account with Lloyds which was opened online. They told us they had problems opening this account as they are borde... (3 pages)View decision -
Decision Reference DRN-3637933
9 Aug 2022 Select Contracts Uk Limited UpheldConsumer CreditDRN-3637933 The complaint Ms N complains about the sale of a maintenance package by Select Contracts UK Limited trading as Select Car Leasing (Select) in relation to her car hire agreement. Ms N is represented by her husband, Mr N, but for the purposes of this ... (3 pages)View decision -
Decision Reference DRN-3637923
9 Aug 2022 esure Insurance Limited UpheldInsuranceDRN-3637923 The complaint Mr D complained that esure Insurance Limited (“esure”) didn’t fairly settle his theft claim under his home insurance policy and he was unhappy with the service provided. What happened Mr D’s property was broken into and several items were stolen from his home. Mr ... (4 pages)View decision -
Decision Reference DRN-3576648
9 Aug 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3576648 The complaint Mr P complains Volkswagen Financial Services (UK) Limited (VWFS) have acted unfairly following issues he has experienced with a brand-new car. What happened I set out the background to this complaint in my earlier provisional decision, for clarity I repeat it here... (3 pages)View decision
