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 4385 results
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Decision Reference DRN2184097
15 Apr 2020 FirstRand Bank Limited UpheldBanking and creditMr S complains about the amount that he’s been charged by FirstRand Bank Limited, trading as MotoNovo Finance, for an incomplete service history on a car that he returned when he voluntarily terminated his hire purchase agreement.backgroundA used car was supplied to Mr S under a hire purch... (2 pages)View decision -
Decision Reference DRN-3280643
31 Jan 2022 Bank of Scotland Plc Not upheldConsumer CreditDRN-3280643 The complaint Mr I complains that Bank of Scotland plc trading as Halifax unfairly closed his loan account and registered a default on his credit file. What happened Mr I says Halifax closed his bank account in early 2020 as a result of another bank closing his account with it.... (2 pages)View decision -
Decision Reference DRN8909157
5 Feb 2019 HSBC UK Bank Plc Not upheldBanking and creditMrs N complains HSBC UK Bank Plc trading as first direct (“first direct”) are incorrectly chasing her for repayment of monies and have placed a default marker on her credit report. Mrs N is assisted in bringing her complaint by her husband Mr N.backgroundMrs N came ... (2 pages)View decision -
Decision Reference DRN-3855806
25 Jan 2023 esure Insurance Limited Not upheldInsuranceDRN-3855806 The complaint Miss S complains that the amount esure Insurance Company Limited (trading as Sheilas’ Wheels) offered to settle her motor insurance claim is too low. References to esure include its agents. What happened In mid-2022, Miss S made a claim under her motor insurance p... (2 pages)View decision -
Decision Reference DRN-3566373
6 Oct 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3566373 The complaint Miss S complains that she was mis-sold a Select Added Value Account (AVA) in April 2006 and a Premier Added Value Account (PRAVA) in January 2009 by Lloyds Bank PLC (Lloyds). What happened The details of this complaint are well known to both parties, so I won’t re... (3 pages)View decision -
Decision Reference DRN-1868221
11 Jun 2020 Admiral Insurance Company Limited UpheldInsuranceThe complaint Mr G’s car was stolen, and he claimed on his motor insurance policy with Admiral Insurance Company Limited. He’s unhappy with the amount Admiral paid him for the value of his car. What happened Mr G’s car was stolen in January 2020 and never recovered. He claimed against his ... (3 pages)View decision -
Decision Reference DRN3439897
24 Jul 2019 esure Insurance Limited UpheldInsurance (excluding PPI)Mr S has complained that esure Insurance Limited took too long to deal with a claim he made under his car insurance policy.backgroundMr S bought a car insurance policy with esure. In July 2017 he reported an incident where he said he was hit in the rear by another driver. Mr S gave esure t... (2 pages)View decision -
Decision Reference DRN8871465
8 Mar 2018 Bank of Scotland Plc UpheldPayment protection insurance (PPI)This complaint is about a credit card payment protection insurance (PPI) policy taken out in 1998. Mr C says Bank of Scotland Plc (BoS) mis-sold him the PPI.my findingsI’ve considered all the available evidence and arguments to decide what is fair and reasonable i... (2 pages)View decision -
Decision Reference DRN-4739586
26 Apr 2024 esure Insurance Limited UpheldInsuranceDRN-4739586 The complaint Mr V complains that the settlement payment esure Insurance Limited (esure) offered him was too low, following the total loss of his car, under his motor insurance policy. What happened Mr V’s car was damaged in an accident. He contacted esure to make a claim. It c... (2 pages)View decision -
Decision Reference DRN5462706
8 May 2019 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. Not upheldInsurance (excluding PPI)Ms T has complained that Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. didn't pay her enough to settle her guaranteed asset protection (GAP) insurance claim.Reference to Mapfre includes its agents.backgroundMs T had an accident and her car ... (2 pages)View decision
