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 4196 results
-
Decision Reference DRN-4481379
19 Dec 2023 Advantage Insurance Company Limited Not upheldInsuranceDRN-4481379 The complaint Mr P and Mrs P complain about Advantage Insurance Company Limited’s (“Advantage”) handling of their claim under their car insurance policy. Mr P has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to... (4 pages)View decision -
Decision Reference DRN4075436
20 Jun 2013 Black Horse Limited Not upheldBanking and creditMiss A bought a car on hire-purchase through Black Horse Limited in February 2009. She complains that she was misled about its previous owner. She says she only found out it was previously owned by a rental company when she tried to sell it. That sale fell through and she has been una... (5 pages)View decision -
Decision Reference DRN-5137024
13 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5137024 The complaint Mr D complains about how his insurer, Admiral Insurance (Gibraltar) Limited (Admiral) valued his vehicle as a total loss following a collision. Any reference to Admiral in this decision includes their agents. This decision covers Mr D’s complaint brought to t... (5 pages)View decision -
Decision Reference DRN-4721627
29 Apr 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4721627 The complaint Mr A complains about how NewDay Ltd administered his credit card account. What happened Mr A held a credit card with NewDay. In January 2022, NewDay sent Mr A a default notice. It did so because it said he hadn’t made at least the minimum contractual repayment to... (3 pages)View decision -
Decision Reference DRN-3594225
5 Aug 2022 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-3594225 The complaint Mr K complained because Vanquis Bank Limited didn’t agree that someone had fraudulently opened an account in his name. What happened On 11 July 2021, a Vanquis credit card was opened using Mr K’s details. The card was used later in July for two transactions, one ... (3 pages)View decision -
Decision Reference DRN-4636766
11 Mar 2024 Shawbrook Bank Limited Not upheldMortgagesDRN-4636766 The complaint This complaint arises out of the redemption of a commercial mortgage Ms K and Mr M held with Shawbrook Bank Limited. Mr M, who has dealt with the complaint throughout, says that in 2017 Shawbrook made an error on a property address when registering its legal charg... (3 pages)View decision -
Decision Reference DRN-4922162
22 Jul 2024 Ageas Insurance Limited UpheldInsuranceDRN-4922162 The complaint Mr and Mrs G have complained about their car insurer Ageas Insurance Limited, they feel the settlement it paid to them after their car was written-off was too low. The policy is in the name of Mrs G, with Mr G as a named driver. For ease of reading through the... (3 pages)View decision -
Decision Reference DRN-3792108
9 Mar 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3792108 The complaint Mr B is unhappy that the cash price of the car supplied to him through a Hire Purchase Agreement with BMW Financial Services(GB) Limited, trading as Alphera Financial Services (BMWFS), was more than the cash price he’d been told by the dealer. What happened In Mar... (3 pages)View decision -
Decision Reference DRN-4708323
26 Mar 2024 esure Insurance Limited UpheldInsuranceDRN-4708323 The complaint Mrs W complains that esure Insurance Limited mishandled her motor insurance policy. What happened Mrs W had a car, first registered in 2020. She insured it with esure for the year from early May 2023. The cost of the insurance was about £320.00. Later, Mrs W order... (3 pages)View decision -
Decision Reference DRN-3187937
16 Sep 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3187937 The complaint Mr E complains that he was unaware Bank of Scotland plc defaulted his credit card account. What happened Mr E had a credit card with Bank of Scotland plc, trading as Halifax. In 2019 Mr E contacted Halifax to make a manual payment from a debit card with another ba... (5 pages)View decision
