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 4790 results
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Decision Reference DRN6030042
17 Mar 2020 Blue Motor Finance Ltd UpheldBanking and creditMr A complains that a van that was supplied to him under a hire purchase agreement with Blue Motor Finance Limited wasn’t of satisfactory quality.backgroundA used van was supplied to Mr A under a hire purchase agreement with Blue Motor Finance that he electronically signed in January 2019.... (3 pages)View decision -
Decision Reference DRN4909787
1 May 2015 Loan Mart Ltd UpheldBanking and creditMr G complains that when he asked Loan Mart Ltd to arrange a loan for him, it asked him for three payments but did not supply him with a loan.backgroundFollowing his application, Loan Mart sent Mr G a loan agreement. But it asked him to pay the first instalment in ad... (2 pages)View decision -
Decision Reference DRN9346376
5 Nov 2015 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr M is the director of company V and complained that Ageas Insurance Limited made a mistake with how they valued the van owned by company V after it was stolen, under its commercial vehicle insurance policy. I shall refer to Mr M throughout my decision instead of... (1 page)View decision -
Decision Reference DRN2772023
4 Jul 2017 Allianz Insurance Plc Not upheldInsurance (excluding PPI)Mr and Mrs W complain that Allianz Insurance Plc mishandled a claim on a motor trade insurance policy.backgroundMr W worked for a sole trader who ran a car garage. Mr W’s wife Mrs W was driving when she and a third party were involved in a road traffic incident in ... (2 pages)View decision -
Decision Reference DRN0677648
18 Oct 2018 Great Lakes Insurance SE Not upheldInsurance (excluding PPI)Mr M is unhappy that Great Lakes Insurance SE (GL) isn’t paying out on a claim he made under his tool insurance policy.backgroundMr M was working away from home and had left his tools in his van overnight. Unfortunately he found the next morning that his van had b... (2 pages)View decision -
Decision Reference DRN-2933727
27 Jul 2021 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-2933727 The complaint Ms C complains that Royal & Sun Alliance Insurance plc mishandled her claim on a motor insurance policy. What happened On 8 January 2018, Ms C got a new vehicle on a lease agreement with a lease company. She had to make lease payments of about £300.00 per mont... (6 pages)View decision -
Decision Reference DRN3642914
20 Feb 2015 Marks & Spencer Financial Services plc Not upheldBanking and creditMr N complains that Marks & Spencer Financial Services plc unfairly closed his credit card account.backgroundMr N had a credit card with M&S. Two cheques were paid into the account and subsequently discovered to be fraudulent. M&S told Mr N that it would allow the account to ... (2 pages)View decision -
Decision Reference DRN2480166
8 Oct 2014 Clydesdale Bank Plc Not upheldBanking and creditMr K complains that Clydesdale Bank Plc (trading as Yorkshire Bank) delayed releasing its charges over his properties, and has lost the title deeds to two of those properties.background Since 1996 Mr K had an overdraft with Yorkshire Bank (‘YB’), which was secured over his ten properti... (1 page)View decision -
Decision Reference DRN2962339
1 Dec 2015 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Miss K is unhappy because Admiral Insurance Company Limited won’t pay out on her motor insurance claim after her car was stolen. Admiral won’t pay because the car was cloned. It says Ms K was not the true owner.backgroundMiss K bought a second hand car which was then s... (1 page)View decision -
Decision Reference DRN-2310558
6 Jan 2021 TSB Bank plc Not upheldMortgagesDRN-2310558 The complaint Mr A has complained that TSB Bank plc wrongly registered an entry against his name on a fraud prevention database following an application he made for a mortgage. To settle the complaint Mr A wants the entry removed and for the bank to pay compensation. What happe... (2 pages)View decision