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
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Decision Reference DRN0494253
31 Jul 2015 Zenith Insurance plc UpheldInsurance (excluding PPI)Miss A complains about Zenith Insurance plc’s valuation of her car following a claim against her motor insurance policy.backgroundUnfortunately, in December 2013, Miss A’s car was stolen. Zenith later recovered Miss A’s car but said that it was a total loss. That mean... (4 pages)View decision -
Decision Reference DRN9464691
28 Oct 2015 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Mr P’s complaint is that Admiral Insurance Company Limited didn’t fully explain the differences between having his claim dealt with directly by Admiral or by a partner credit hire service. In particular, that a hire car provided by a third party agency wouldn’t be co... (4 pages)View decision -
Decision Reference DRN-4674780
4 Apr 2024 Marsh Finance Ltd Not upheldConsumer CreditDRN-4674780 The complaint Mrs B is unhappy that Marsh Finance Ltd issued a default against a hire purchase agreement she had with them. What happened In May 2018, Mrs B was supplied with a used car through a hire purchase agreement with Marsh Finance. She paid a £245 deposit, and the agree... (4 pages)View decision -
Decision Reference DRN-4198051
22 Sep 2023 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4198051 The complaint Mrs K complains that the car she acquired financed through a hire purchase agreement with Blue Motor Finance Ltd wasn't of satisfactory quality. What happened Mrs K is represented in her complaint. However, for the sake of simplicity in this decision I have r... (4 pages)View decision -
Decision Reference DRN-4150693
13 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4150693 The complaint Mr O complains National Westminster Bank Plc (“NatWest”) closed his accounts without explanation. Mr O also complains NatWest failed to properly support him in paying off his overdraft debt and registered a default against him. Mr O wants compensation for the dist... (4 pages)View decision -
Decision Reference DRN7654321
23 Apr 2019 National Westminster Bank Plc Not upheldBanking and creditMiss W complains that National Westminster Bank Plc didn’t do enough when there were a number of unusual transactions on her debit card.backgroundWhen Miss W opened her bank statement in March 2018 she saw a large number of online transactions to the same retailer th... (2 pages)View decision -
Decision Reference DRN0874803
9 Oct 2015 National Westminster Bank Plc UpheldBanking and creditMiss O complains that National Westminster Bank Plc advertised a loan that was no longer available. She also complains about the poor level of service she received in branch.background Miss O went into her local branch to ask about a graduate loan that was advertise... (2 pages)View decision -
Decision Reference DRN-2180679
19 Jan 2021 Admiral Insurance Company Limited UpheldInsuranceDRN-2180679 The complaint Mrs P complains about the valuation Admiral Insurance Company Limited placed on her car after a claim made on her motor insurance policy. What happened Mrs P’s was damaged in an accident and Admiral said it was beyond economical repair. Admiral said it offered Mrs... (2 pages)View decision -
Decision Reference DRN-4401417
17 Oct 2023 HSBC UK Bank Plc UpheldMortgagesDRN-4401417 The complaint Mr H complains that HSBC UK Bank Plc said it couldn’t find the deeds of his house, then an unregistered property. Mr H instructed a legal firm to register the house without deeds, and asked HSBC to pay. HSBC then found the deeds and said it wouldn’t pay for the wo... (4 pages)View decision -
Decision Reference DRN3526794
19 Mar 2019 CIS General Insurance Limited UpheldInsurance (excluding PPI)Miss V and Mrs V have complained about the way CIS General Insurance Limited dealt with a claim Miss V - as a named driver - made under Mrs V’s car insurance policy. backgroundMiss V made two claims under Mrs V’s policy to CIS: in February and March 2018. Miss V made ... (4 pages)View decision
