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 DRN5398680
26 May 2016 Bank of Scotland Plc Not upheldBanking and creditMr W complains that Bank of Scotland plc (trading as Halifax) wrongly held him liable for an account opened through identity theft.background Halifax pursued Mr W for the debt on an account that had been opened in his name in January 2015. It instructed collections a... (2 pages)View decision -
Decision Reference DRN7810979
15 Jan 2018 Hastings Insurance Services Limited Not upheldInsurance (excluding PPI)Mr M is unhappy that Hastings Insurance Services Limited made an administration mistake when he arranged his van insurance. He feels it was unfair to ask him to pay an additional premium for the cover to continue. backgroundIn May 2017, Mr M purchased a used van. He... (2 pages)View decision -
Decision Reference DRN6888688
2 Aug 2016 Bank of Ireland (UK) Plc Not upheldBanking and creditMrs D and Miss D complain that Bank of Ireland (UK) Plc (trading as Post Office Money) deducted tax from their interest despite registering for gross interest.backgroundMrs D and Miss D held two accounts with Post Office Money. They registered for gross interest for t... (2 pages)View decision -
Decision Reference DRN4053290
2 Jun 2015 Loans 2 Go Limited Not upheldBanking and creditMr H complains that Loans 2 Go Limited shouldn’t have contacted him by phone and mis- used his personal information. backgroundIn 2014 Mr H was behind in repayments for a fixed sum loan he took out with Loans 2 Go. He found Loans 2 Go unsympathetic - because it car... (2 pages)View decision -
Decision Reference DRN-2894126
24 Jun 2021 Ageas Insurance Limited Not upheldInsuranceDRN-2894126 The complaint Mr P is unhappy with Ageas Insurance Limited (‘Ageas’) after a claim he made on his classic motor insurance policy. Any reference to Ageas includes the actions of its agents. What happened The background and circumstances of this complaint are well known to both p... (2 pages)View decision -
Decision Reference DRN0822484
1 Dec 2016 TSB Bank plc Not upheldBanking and creditMs S complains that TSB Bank plc mishandled her credit card account.background Ms S had a bank credit card on which she paid for payment protection underwritten by an insurer (PPI). By the summer of 2011, her credit card balance was over its limit of about £6,300. ... (2 pages)View decision -
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