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 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-3444715
21 Jun 2022 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-3444715 The complaint Mr G complains that a car he acquired via a conditional sale agreement with Santander Consumer (UK) Plc was mis-sold to him. What happened In January 2019 Mr G saw an advertisement for a used car. The supplying dealer stated that its policy was to provide cars wit... (4 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 -
Decision Reference DRN1097221
1 Nov 2019 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Mr M complains that Liverpool Victoria Insurance Company Limited has recorded a claim on his motor insurance record.backgroundA claim was made against Mr M for an accident in which a car was damaged. LV dealt with third party’s claim and settled it on the basis that it couldn’t defend it w... (2 pages)View decision -
Decision Reference DRN3785163
23 Sep 2015 Capital One (Europe) plc UpheldBanking and creditMiss R complains that Capital One (Europe) plc recorded a default on her credit card account even though she had agreed a repayment arrangement.backgroundIn December 2013, with the help of a charity, Miss R set up a debt management plan (DMP) which covered her credit ... (2 pages)View decision -
Decision Reference DRN-1762568
25 Sep 2020 PSA Finance UK Limited UpheldConsumer CreditDRN-1762568The complaintMr M’s complaint is about the car he acquired through a conditional sale agreement with PSA Finance UK Limited. He says a fault occurred within the first two weeks that is ongoing. He wants the fault repaired and to be refunded the cost of a failed repair. The detai... (2 pages)View decision -
Decision Reference DRN-4605714
27 Feb 2024 Ageas Insurance Limited UpheldInsuranceDRN-4605714 The complaint Ms H complains about Ageas Insurance Limited’s valuation of her car following a claim on her car insurance policy. What happened Ms H’s car was written-off by Ageas following an accident. Ms H says the settlement Ageas offered for her car wasn’t reasonable, so she... (2 pages)View decision -
Decision Reference DRN1029252
30 Mar 2020 TSB Bank plc Not upheldBanking and creditMr D complains that TSB Bank Plc closed his account without providing proper notice or giving reasons for its decision. He complains too that the bank registered a default marker with credit reference agencies. backgroundIn April 2017 TSB took the decision to block and then close Mr D’s ... (3 pages)View decision -
Decision Reference DRN5383118
7 May 2015 Express Insurance Services Ltd UpheldInsurance (excluding PPI)Mr P complains about Express Insurance Services Ltd’s administration of his motor insurance policy. backgroundMr P took out a motor insurance policy with an insurer through Express. Mr P told Express he had been involved in an incident. Mr P complains that it incorrec... (2 pages)View decision -
Decision Reference DRN8606509
15 Jan 2018 The Royal Bank of Scotland Plc UpheldPayment protection insurance (PPI)This complaint is about a regular premium payment protection insurance (PPI) policy taken out in 2006. Mr D says The Royal Bank of Scotland Plc (RBS) mis-sold him the PPI. backgroundMr D applied for a ‘Mint’ credit card with RBS in April 2006 by post. At the same ... (2 pages)View decision