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 DRN1279870
10 May 2019 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr W complains that The Royal Bank of Scotland plc (“RBS”) mis-sold him a payment protection insurance (“PPI”) policy. The complaint is brought on his behalf by a claims management company.backgroundThis complaint is about a credit card PPI policy taken out in 2004. The ... (2 pages)View decision -
Decision Reference DRN-1913501
19 Sep 2020 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-1913501The complaint What happened In April 2016 Mr O entered into a Hire Purchase Agreement for 36 months. I gather the contract end date was 29 April 2019, but the car was returned in July 2019. Subsequently MBFS charged Mr O a daily rental sum of £15.82 a day which totals £1138.32. ... (2 pages)View decision -
Decision Reference DRN0066215
24 Jul 2019 Equifax Limited Not upheldBanking and creditMr H is unhappy with the level of customer service provided by Equifax Limited after they continued to contact him when he no longer required their services. backgroundAfter noticing his credit score had lowered when using another credit reference agency. Mr H applied for an online subscri... (2 pages)View decision -
Decision Reference DRN4617550
5 Jul 2019 AXA PPP Healthcare Limited Not upheldInsurance (excluding PPI)Mrs A complains about AXA PPP Healthcare Limited’s refusal to contribute towards her specialist’s fees under her private medical insurance policy. backgroundMrs A holds a private medical insurance policy. Under the policy, AXA will cover the fees charged by recognised specialists. In 2018,... (2 pages)View decision -
Decision Reference DRN-3852220
17 Jan 2023 Skyfire Insurance Company Limited Not upheldInsuranceDRN-3852220 The complaint Mrs X complains that Skyfire Insurance Company Limited relied on a fraudulent invoice when settling her car insurance claim. What happened Mrs X complained after receiving a copy of the repair invoice from Skyfire. Mrs X disputes the total figure on the invoice an... (2 pages)View decision -
Decision Reference DRN8289160
28 May 2015 Hastings Insurance Services Ltd Not upheldInsurance (excluding PPI)Miss K has complained that Hastings Insurance Services Ltd won’t refund any of the money she paid for car insurance even though her policy was cancelled from when it started.backgroundOn 30 October 2013 a policy was applied for online and paid for using Miss K’s c... (2 pages)View decision -
Decision Reference DRN2645112
31 Mar 2016 HSBC Bank plc Not upheldBanking and creditMr B complains that HSBC Bank plc has incorrectly registered adverse information on his credit file.backgroundMr B says that HSBC recorded a default on his account in late 2010 but it should have been recorded earlier than this because he was in financial difficulties... (2 pages)View decision -
Decision Reference DRN0435174
17 Mar 2015 Lowell Portfolio I Ltd Not upheldBanking and creditMr G complains that Lowell Portfolio I Ltd wrongly recorded a default against his credit file and can’t provide a copy of the original credit agreement or default notice. He wants Lowell to remove the default.our initial conclusionsOur adjudicator says the default was recorded abo... (2 pages)View decision -
Decision Reference DRN6295489
29 Aug 2013 Barclays Bank Plc Not upheldBanking and creditMr B complains that Barclays Bank Plc (“Barclays”) holds him liable for a debt that he believed had been discharged from a previous complaint settlement he had made with it, and about the default that Barclays registered in respect of the debt.our initial conclusionsThe adjudicator r... (2 pages)View decision -
Decision Reference DRN0962284
26 Nov 2014 Firstplus Financial Group Plc Not upheldBanking and creditMr D has complained about information registered in his credit file by Firstplus Financial Group Plc, which Mr D says is inaccurate.backgroundMr D had a loan with Firstplus which was secured on his home as a second charge. Unfortunately Mr D was made bankrupt in August 2012. The bankru... (2 pages)View decision
