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 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 DRN-4602420
28 Jun 2024 Acasta European Insurance Company Limited Not upheldInsuranceDRN-4602420 The complaint Mr and Mrs L complain that Acasta European Insurance Company Limited (Acasta) unfairly declined their Guarantee Insurance claim. Any reference to Acasta in this final decision includes its respective agents unless specified otherwise. What happened The background ... (3 pages)View decision -
Decision Reference DRN-3311091
22 Mar 2022 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-3311091 The complaint Mrs P complains about the amount that she’s been charged by Volkswagen Financial Services (UK) Limited for a car that was supplied to her under a hire purchase agreement. Her husband is also involved with her complaint. What happened A new car was supplied to Mrs ... (3 pages)View decision -
Decision Reference DRN2292736
24 Mar 2015 Octagon Insurance Company Limited Not upheldInsurance (excluding PPI)Mr K complains that Octagon Insurance Company Limited treated his motor insurance policy as if it did not exist from the start (voided it) due to misrepresentation, provided poor service, withheld his no claims discount (NCD) and disposed of his car without his consent ... (2 pages)View decision -
Decision Reference DRN6576827
15 Aug 2014 Experto Credite Limited Not upheldBanking and creditMr and Mrs H complain that Experto Credite Limited (“Experto”) incorrectly recorded defaults on their credit files. They ask for compensation to be paid for their time and effort in resolving the problem. They also want Experto to make a payment to them which is equal to the amount pai... (3 pages)View decision -
Decision Reference DRN9231210
15 May 2015 Banque PSA Finance UpheldBanking and creditMr D complains that Banque PSA Finance, trading as Peugeot Financial Services, (“PFS”), unfairly charged him for damage to his car, an incomplete service history and a missing document at the end of his hire purchase agreement. The complaint is brought on Mr D’s beha... (3 pages)View decision -
Decision Reference DRN3814595
4 Jul 2018 Lloyds Bank PLC Not upheldBanking and creditMiss B and Mr T complain that Lloyds Bank PLC didn’t treat them fairly or reasonably when dealing with the redemption of their mortgage. They want matters put right.backgroundMiss B and Mr T had a mortgage with Lloyds. They said it gave their solicitors an incorrect red... (2 pages)View decision -
Decision Reference DRN7785369
23 Sep 2013 National House-Building Council Not upheldInsurance (excluding PPI)Mr and Mrs A have complained about the length of time it took National House-Building Council (‘NHBC’) to resolve the issue they reported regarding the chimney at their property. backgroundMr and Mrs A made a claim in December 2009 to NHBC under their Buildmark policy about the height o... (2 pages)View decision -
Decision Reference DRN6224256
2 Mar 2016 Bank of Scotland Plc Not upheldBanking and creditMr R1 brings this complaint in his capacity as Executor of the estate of his father, Mr R2. His complaint is that Bank of Scotland plc (trading as Halifax) has failed in its duty of care to his mother, Mrs R, when it granted a lifetime equity release mortgage ... (5 pages)View decision -
Decision Reference DRN-4222324
4 Jul 2023 Wakam Not upheldInsuranceDRN-4222324 The complaint Mr C complains that Wakam undervalued his car when handling a claim on his motor insurance policy. Mr C is also unhappy that Wakam didn’t give him the opportunity to retrieve his personal belongings from the car before moving it to a different location. Reference ... (5 pages)View decision
