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 4373 results
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Decision Reference DRN-4755567
7 May 2024 Credit Karma UK Limited Not upheldConsumer CreditDRN-4755567 The complaint Mr M complains that Credit Karma UK Limited sent him marketing emails despite being aware of his communication preferences. What happened Mr M recently signed up for an account with Credit Karma. During the registration process, Mr M confirmed he didn’t want to re... (2 pages)View decision -
Decision Reference DRN-4413361
8 Jan 2024 Premier Insurance Company Limited Not upheldInsuranceDRN-4413361 The complaint Mr H and Mrs H have complained that Premier Insurance Company Limited avoided (treated it as if it never existed) their motor insurance policy and refused to pay their claim for damage to their car. What happened Mr H made a change of car through his broker’s onli... (2 pages)View decision -
Decision Reference DRN-4665697
6 Mar 2024 Well Dunn Limited Not upheldInsuranceDRN-4665697 The complaint Mr G and his friend Mr W complain that Well Dunn Limited mishandled a commercial vehicle policy. What happened The complaint concerns a van that had first been registered in the year 2000. Mr G acquired the van in about 2018. On 3 August 2020, Mr G took out a cour... (5 pages)View decision -
Decision Reference DRN0051867
4 Feb 2014 Bank of Scotland Plc Not upheldBanking and creditMiss B complains that Bank of Scotland plc (trading as Halifax) failed to explain to her that the credit card repayment plan she entered would not prevent arrears from accruing on her account, or stop her account from going into default. She says the default that Halifax registered on ... (5 pages)View decision -
Decision Reference DRN-3819809
30 Jan 2023 Metro Bank PLC Not upheldBanking and PaymentsDRN-3819809 The complaint Mr H is unhappy because Metro Bank PLC (‘Metro’) did not reimburse the money he transferred to a fraudster. What happened Mr H is represented in this case but for ease, I’ll refer to Mr H throughout this decision. Mr H says that he was contacted on social media by... (4 pages)View decision -
Decision Reference DRN7131551
11 Mar 2018 Legal & General Insurance Limited Not upheldInsurance (excluding PPI)Ms K complains about Legal & General Insurance Limited (L & G). backgroundI issued a Provisional Decision on this case as follows – ‘Ms K purchased a property for investment purposes in late 2016. She took a policy with L & G to cover this. A claim was ... (2 pages)View decision -
Decision Reference DRN3463578
6 Feb 2015 Black Horse Limited Not upheldBanking and creditMrs V complains about problems suffered after when she arranged to buy a car under a hire purchase agreement with Black Horse Limited.backgroundMrs V signed a hire purchase agreement with Black Horse, but immediately before she did she found that the interest rate was higher than had o... (2 pages)View decision -
Decision Reference DRN6667315
30 Mar 2019 Alliance Trust Savings Limited UpheldInvestment and pensionsMr S complains that Alliance Trust Savings Limited delayed the transfer of his Self-Invested Personal Pension (SIPP).backgroundOn 4 July 2017 Mr S completed the paperwork to open an ATS SIPP and for his existing pension to be transferred. The transfer was finally compl... (2 pages)View decision -
Decision Reference DRN5441541
20 Feb 2014 Barclays Bank Plc Not upheldBanking and creditMr F complains that Barclays Bank PLC failed to add his name to a commercial mortgage or give its consent to him being added to those registered as owning the underlying property. He wants reimbursement of the amount he paid for a 50% share in the property, plus interest, and the paymen... (2 pages)View decision -
Decision Reference DRN4612077
11 Sep 2017 Hyundai Capital UK Limited Not upheldBanking and creditMiss R complains that she was told that insurance cover and breakdown cover were misrepresented to her when she entered into a conditional sale agreement with Hyundai Capital UK Limited, trading as Hyundai Finance.backgroundA new car was supplied to Miss R under a condi... (2 pages)View decision
