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 4323 results
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Decision Reference DRN-2985799
13 Sep 2021 Watford Insurance Company Europe Limited UpheldInsuranceDRN-2985799 The complaint Mr S has complained about Watford Insurance Company Limited’s decision to decline his claim under his motor insurance policy. What happened Mr S took out a policy with Watford through and an insurance broker in April 2019. He then changed the car insured under the... (3 pages)View decision -
Decision Reference DRN-4741461
10 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4741461 The complaint Mr Y says Bank of Scotland plc, trading as Halifax, refuses to refund him for two transactions on his account he says he didn’t authorise. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In summary, Mr... (2 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 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 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 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-4924940
24 Sep 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4924940 The complaint Mrs K and her husband Mr S complain that Liverpool Victoria Insurance Company Limited (“LV”) mishandled a claim on her motor insurance policy. What happened The subject matter of the insurance claim and the complaint is a car, first registered in 2015. Mrs K ... (3 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 DRN-4427069
27 Nov 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsThe complaint Mr J is unhappy that Barclays Bank UK PLC (“Barclays”) won’t refund the money he lost to an investment. What happened The full details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll recap the key points, and focus on giving reason... (2 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
