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 120469 results
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Decision Reference DRN-3394410
20 Apr 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3394410 The complaint Mrs N complains about how Admiral Insurance Company Limited dealt with her claim on her vehicle breakdown cover policy. What happened Mrs N has breakdown cover for her car, provided by Admiral. In September 2021 she locked her car keys in the vehicle while her you... (3 pages)View decision -
Decision Reference DRN-3424946
20 Apr 2022 HSBC UK Bank Plc UpheldConsumer CreditDRN-3424946 The complaint Miss A complains about the service she received from HSBC UK Bank Plc when she requested a payment holiday extension. She says they made multiple mistakes leading to adverse information being reported on her credit file and another business reducing her credit lim... (3 pages)View decision -
Decision Reference DRN-3438696
20 Apr 2022 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-3438696 The complaint Ms H complains Santander Consumer (UK) Plc trading as Santander Consumer Finance (SCUK) supplied her with a car that she believes wasn’t of satisfactory quality. What happened In March 2020, Ms H entered into a conditional sale agreement with... (6 pages)View decision -
Decision Reference DRN-3437077
20 Apr 2022 Somerset Bridge Insurance Services Limited UpheldInsuranceDRN-3437077 The complaint Mrs B has complained that the broker Somerset Bridge Insurance Services Limited failed to arrange for her car insurance policy to auto renew. What happened Somerset Bridge contacted Mrs B before her car insurance policy was due for renewal on 3 June 2021. It email... (4 pages)View decision -
Decision Reference DRN-3437468
20 Apr 2022 Bank of Scotland Plc UpheldConsumer CreditDRN-3437468 The complaint Mr F complains that Bank of Scotland trading as Halifax declined his payment break request during the pandemic and went on to close his loan and record a default on his credit file. What happened The background to this complaint and my initial conclusions were set... (3 pages)View decision -
Decision Reference DRN-3438340
20 Apr 2022 London Community Credit Union Limited UpheldConsumer CreditDRN-3438340 The complaint Mr I complains London Community Credit Union Limited (LCCU) refused to accept his proposals to repay his loan after he experienced financial difficulties. What happened Mr I says he found himself in financial difficulties and in early November 2020 he wrote to all... (4 pages)View decision -
Decision Reference DRN-3436645
20 Apr 2022 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. UpheldInsuranceDRN-3436645 The complaint Mrs G complains about how Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. handled her travel insurance claim. What happened Mrs G was on holiday abroad when she fell and sustained a head injury which led to her being hospitalised. She had a... (8 pages)View decision -
Decision Reference DRN-3400456
20 Apr 2022 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3400456 The complaint Ms K complains that BMW Financial Services (GB) Limited (BMWFS) refused to let her reject a faulty car. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute so instead I’ll focu... (2 pages)View decision -
Decision Reference DRN-3431907
20 Apr 2022 Fairweather Insurance Services Ltd UpheldInsuranceDRN-3431907 The complaint Mr K complains that Fairweather Insurance Services Ltd (“FIS”) mis-sold him a landlord’s rent indemnity policy. What happened Mr K rents out his property. He approached FIS, his insurance broker, in July 2019 in order for them to source him a landlord’s policy, wh... (7 pages)View decision -
Decision Reference DRN-3438315
20 Apr 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3438315 The complaint Mr O has complained that TSB Bank plc failed to safeguard him when it allowed the ATM cash withdrawal limit to be removed from his account in 2018. Background Mr O is a vulnerable consumer and has been represented throughout this complaint by a family member, whom... (5 pages)View decision
