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 122580 results
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Decision Reference DRN-3629504
3 Aug 2022 U K Insurance Limited UpheldInsuranceDRN-3629504 The complaint Mr V has complained about his car insurer U K Insurance Limited (UKI) because it said his car was a category B write-off and it wouldn’t change that even when he presented it with evidence from his own engineer. What happened Mr V’s home and the surrounding area w... (5 pages)View decision -
Decision Reference DRN-3624969
3 Aug 2022 Blue Motor Finance Ltd UpheldConsumer CreditDRN-3624969 The complaint Mr O complains about the quality of a car he has been financing through an agreement with Blue Motor Finance Limited (“BMF”). What happened I issued a provisional decision on this complaint in July of this year. An extract from that provisional decision is set out... (5 pages)View decision -
Decision Reference DRN-3585240
3 Aug 2022 Aviva Insurance Limited UpheldInsuranceDRN-3585240 The complaint Ms D has complained about her contents insurer Aviva Insurance Limited in respect of a claim she made when there was a fire at her home. What happened There was a fire at Ms D’s home which she shares with her family. Aviva accepted a claim and appointed a speciali... (6 pages)View decision -
Decision Reference DRN-3600589
3 Aug 2022 HSBC UK Bank Plc UpheldConsumer CreditDRN-3600589 The complaint Mr F complains HSBC UK Bank Plc (HSBC) recorded incorrect information on his credit file. What happened Mr F has a loan account with HSBC. In June 2020, he told HSBC he was experiencing financial difficulty due to the impact of the Covid-19 pandemi... (3 pages)View decision -
Decision Reference DRN-3268267
3 Aug 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3268267 The complaint Mr H complains that Metro Bank PLC failed to provide account statements which affected his mortgage applications. What happened Mr H says he needed his account statements for his mortgage application in early 2021. He says they were not provided and so he was unab... (2 pages)View decision -
Decision Reference DRN-3598537
3 Aug 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3598537 The complaint Mr and Mrs B complain that they haven’t been able to have their mortgage term and repayments altered with Barclays Bank UK PLC as they had requested. Mr and Mrs B want the mortgage terms changed in line with their request and compensation for the stress and anxiet... (5 pages)View decision -
Decision Reference DRN-3135914
3 Aug 2022 Close Brothers Limited UpheldConsumer CreditDRN-3135914 The complaint Miss W has complained about Close Brothers Limited (CBL) which provided a loan enabling her to pay monthly for her car insurance. What happened Miss W took out a car insurance policy in January 2020 and arranged to pay for this monthly by virtue of a running-accou... (3 pages)View decision -
Decision Reference DRN-3628522
3 Aug 2022 Arval UK Limited UpheldConsumer CreditDRN-3628522 The complaint Ms M complains about a car Arval UK Limited supplied to her under a consumer hire agreement. She says the car was not of satisfactory quality and is unhappy with the way Arval dealt with matters. What happened Ms M entered into a personal contract hire agreement w... (3 pages)View decision -
Decision Reference DRN-3628626
3 Aug 2022 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3628626 The complaint Miss H is unhappy with the way BMW Financial Services (GB) Limited trading as Alphera Financial Services have treated her when a car she acquired under a hire purchase agreement was involved in a car accident. Miss H is represented in this complaint. But for ease,... (6 pages)View decision -
Decision Reference DRN-3600313
3 Aug 2022 Grattan Plc UpheldConsumer CreditDRN-3600313 The complaint Mrs G complains that Grattan Plc irresponsibly gave her three catalogue shopping accounts she couldn’t afford. What happened Mrs G was given three separate catalogue shopping accounts by Grattan between 2015 and 2020. These were running account credit agreements w... (3 pages)View decision
