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 121877 results
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Decision Reference DRN-3546378
16 Jun 2022 Your Mortgage People Limited UpheldMortgagesDRN-3546378 The complaint Mr and Mrs P complained that the broker who arranged their remortgage, Your Mortgage People Limited (“YMPL”) wanted them to pay a large fee once the mortgage was set up. But Mr and Mrs P said YMPL had told them there wouldn’t be large fees to pay. What happened Mr... (2 pages)View decision -
Decision Reference DRN-3516768
16 Jun 2022 Lloyds Bank PLC UpheldInsuranceDRN-3516768 The complaint Ms C complains Lloyds Bank PLC has mishandled her data when arranging travel insurance through her packaged bank account. What happened The background of this complaint is well known to both parties and has been detailed by our investigator previously. So, I’ll su... (2 pages)View decision -
Decision Reference DRN-3417064
16 Jun 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3417064 Complaint Mrs E and X have complained that Shawbrook Bank Limited (“Shawbrook”) rejected their claim against it under Section 75 of the Consumer Credit Act 1974. Background Mrs E and X bought solar panels for their home in 2015. The purchase was funded by a loan from Shawbrook,... (2 pages)View decision -
Decision Reference DRN-3281719
16 Jun 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3281719 The complaint Mr and Mrs G complain AXA Insurance UK Plc handled their motor insurance claim poorly. What happened In December 2020 Mr and Mrs G’s UK registered car was damaged whilst they were staying at their property in Italy. They claimed against their AXA motor insurance p... (5 pages)View decision -
Decision Reference DRN-3535831
16 Jun 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3535831 The complaint Mr O complains about the quality of a car he has been financing through an agreement with MotoNovo Finance Limited (“MotoNovo”). What happened I issued provisional decisions on this complaint in February and April of this year. An extract from my most recent provi... (4 pages)View decision -
Decision Reference DRN-3546090
16 Jun 2022 BIG Warranties Ltd UpheldInsuranceDRN-3546090 The complaint Mr I complains about Big Warranties Ltd’s (BWL) refusal to provide a refund when he cancelled the renewal under his household warranty. What happened Mr I says his policy was set up in November 2020 to cover two gas hobs. The policy renewed 12 months later and a p... (4 pages)View decision -
Decision Reference DRN-3308728
16 Jun 2022 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-3308728 The complaint Ms R is complaining that two cars financed through separate fixed sum loan agreements provided by Santander Consumer (UK) Plc were of unsatisfactory quality. She brings the claim under Section 75 of the Consumer Credit Act 1974 (S75). What happened In June 2020 Ms... (3 pages)View decision -
Decision Reference DRN-2856553
16 Jun 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-2856553 The complaint Mr S has complained that Lloyds Bank PLC (“Lloyds”) acted irresponsibly by approving him for two overdrafts with a limit of £4,000 each without carrying out proper checks. What happened Mr S held a bank account with Lloyds. On 2 February 2018 Mr S applied on-line ... (3 pages)View decision -
Decision Reference DRN-3393647
16 Jun 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3393647 The complaint A company, which I’ll refer to as “G”, complains that HSBC UK Bank Plc acted unfairly when closing its bank accounts and recalling its Bounce Back Loan and overdraft facility. G’s director, Mr D, brings the complaint on the company’s behalf. What happened G banked... (5 pages)View decision -
Decision Reference DRN-3546107
16 Jun 2022 Startline Motor Finance Limited UpheldConsumer CreditDRN-3546107 The complaint Mr R complains that Startline Motor Finance Limited (Starline) recorded an arrangement to pay on his credit file, after he missed a payment. What happened Mr R entered into a hire purchase agreement with Starline to acquire a used car in September 2017. In July 20... (4 pages)View decision
