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 4569 results
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Decision Reference DRN-3159533
1 Dec 2021 Admiral Insurance Company Limited UpheldInsuranceDRN-3159533 The complaint Miss T had motor insurance with Admiral Insurance Company Limited (Admiral). She complains about the value Admiral put on her car when it was deemed a “total loss” or write off. What happened Miss T’s car was written off following an accident. Admiral valued the c... (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-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 DRN2622668
16 Oct 2019 Insure The Box Limited Not upheldInsurance (excluding PPI)Mr E complains Insure the Box Limited (ITB) forced the cancellation of his motor insurance policy.backgroundMr E had a motor insurance policy with ITB; this was renewed in September 2018 and was due to expire in September 2019. On 2 April 2019, Mr E called ITB as he said he’d sold his car ... (4 pages)View decision -
Decision Reference DRN3680411
4 Nov 2019 Suzuki Financial Services Limited Not upheldBanking and creditMr D complains that Suzuki Financial Services Limited (“Suzuki”) provided him with a different vehicle model than he’d agreed to and that they didn’t tell him about the mileage limits on the agreement. background Mr D took receipt of a new car in May 2015. He financed the deal through a hi... (4 pages)View decision -
Decision Reference DRN2138125
28 Sep 2017 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr S is unhappy that Advantage Insurance Company Limited has dealt with an alleged claim under his motor insurance policy despite him saying he wasn’t involved in an accident. He’s also unhappy that his no claim discount with a new insurer is being affected. backgroundAd... (3 pages)View decision -
Decision Reference DRN-1628015
19 Jun 2020 Secure Trust Bank Plc UpheldConsumer CreditThe complaint Miss J’s complaint is about a finance agreement she has with Secure Trust Bank plc (“Secure Trust”), trading as Moneyway. She says they didn’t advise her they had problems with the vehicle ownership registration. The details of this complaint are well known to both parties so... (2 pages)View decision -
Decision Reference DRN-4038228
24 Mar 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4038228 Complaint Mr H complains that he fell victim to a rogue trader scam, but HSBC UK Bank Plc won’t reimburse him. Background In January 2021, Mr H needed repairs to be carried out in his home. He’d noticed a leak in his bathroom ceiling and so he consulted a popular online directo... (5 pages)View decision -
Decision Reference DRN0644543
29 Aug 2018 Calpe Insurance Company Limited Not upheldInsurance (excluding PPI)Mr L & Miss O complained they have been treated unfairly by Calpe Insurance Company Limited (Calpe), as it wants them to pay a motor policy excess for a disputed accident claim.References to Calpe include its agents.backgroundCalpe provides motor insurance to Miss ... (4 pages)View decision -
Decision Reference DRN-3682120
8 Nov 2022 Masthaven Bank Limited Not upheldMortgagesDRN-3682120 The complaint Mr and Mrs M complain about errors and delays by Masthaven Bank Limited with their bridge loan. They ask that it refunds loan costs incurred due to the delays and pays compensation for their time and trouble. What happened Mr and Mrs M agreed to buy a property at ... (3 pages)View decision
