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 DRN1941641
10 Jan 2017 Bank of Scotland Plc Not upheldBanking and creditMiss B complains that Bank of Scotland plc (trading as Halifax) lent irresponsibly to her and has since unfairly registered adverse information on her credit file. background Miss B had a loan, overdraft debt and credit card debt with Halifax. When she took the l... (3 pages)View decision -
Decision Reference DRN-3095587
8 Oct 2021 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-3095587 The complaint Mr J bought a car with the aid of a loan provided by Santander Consumer (UK) Plc. He says that it did not have all the features he was told it would have. Because Santander provided the finance for the car, he says that it is equally liable with the dealership tha... (2 pages)View decision -
Decision Reference DRN7358131
4 Sep 2015 Link Financial Outsourcing Limited Not upheldBanking and creditMr S complains that Link Financial Outsourcing Limited pursued him for a debt it wrongly said he owed, wrongly recorded a default on his credit reference file and did not deal with him properly. He says Link should compensate him for extra mortgage costs, inconv... (2 pages)View decision -
Decision Reference DRN1078384
20 Mar 2015 Lloyds Bank PLC Not upheldBanking and creditMiss B, via her representative, complains that Lloyds Bank Plc (“the bank”) is holding her responsible for a large number of transactions from her account that she says she didn’t make, and that it should refund her.backgroundFrom August 2013 until February 2014, 57 p... (2 pages)View decision -
Decision Reference DRN-3400612
31 Mar 2022 Herts Insurance Consultants Ltd Not upheldInsuranceDRN-3400612 The complaint Mr K complains that Herts Insurance Consultants Ltd (trading as Sterling Insurance Services) didn’t cancel his motor insurance policy when asked but kept on asking him for further information. He said it didn’t accept his information, so Mr K felt forced to cancel... (2 pages)View decision -
Decision Reference DRN9898879
5 Jul 2016 One Call Insurance Services Limited UpheldInsurance (excluding PPI)Mr J’s complained that One Call Insurance Services Limited didn’t change his motor insurance policy when he told it he’d changed his car. Mr J’s car was impounded by the police. backgroundMr J bought his motor insurance policy with One Call. He changed his car an... (3 pages)View decision -
Decision Reference DRN4674324
12 Oct 2016 Lloyds Bank PLC Not upheldBanking and creditMiss B complains that Lloyds Bank PLC wrongly assured her that her repayment plan would not result in her loan going into default.backgroundMiss B was experiencing financial difficulty and felt she would not be able to keep up the repayments for the loan she had ... (3 pages)View decision -
Decision Reference DRN2534389
5 Sep 2013 County Insurance Consultants Limited Not upheldInsurance (excluding PPI)Mr Y complains that an error made by his broker, County Insurance Consultants Limited (County) in setting up his direct debit meant that he was required to pay a higher monthly payment than had been agreed. After the policy renewed, his monthly payments were again increased, contrary t... (2 pages)View decision -
Decision Reference DRN1012039
3 May 2019 Lookers Motor Group Limited Not upheldBanking and creditMr H complains he was mis-sold a personal contract hire finance agreement by Lookers Motor Group Limited. He wants to end the agreement.backgroundMr H tells us he first applied to have the agreement in the name of his business but was told he had to proceed with a ... (3 pages)View decision -
Decision Reference DRN9323055
4 Jan 2017 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr H complains that Aviva Insurance Limited settled a claim made against him under his car insurance policy, without telling him, on the basis that he was responsible for damage caused to the other driver’s car.background The other driver alleged that Mr H had run in... (2 pages)View decision
