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 4563 results
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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 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 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 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 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 DRN2264578
22 Jun 2018 BUPA Insurance Limited Not upheldInsurance (excluding PPI)Mr A’s complaint is that BUPA Insurance Limited (‘BUPA’) has unfairly changed its terms and so he hasn’t been able to take over his late wife’s health care policy.backgroundMr A’s son has brought the complaint on his behalf. I will reference all points made by ... (2 pages)View decision -
Decision Reference DRN3752367
3 Jul 2019 Santander UK Plc UpheldPayment protection insurance (PPI)ComplaintMr and Mrs P say Santander UK Plc (trading at the time as Alliance & Leicester) mis-sold them a payment protection insurance (PPI) policy for their mortgage.BackgroundThis complaint is about a PPI policy taken out with a mortgage in late 1997. It was ... (3 pages)View decision -
Decision Reference DRN8873953
13 Dec 2017 Halifax Share Dealing Limited Not upheldInvestment and pensionsMr B complains about the way in which Halifax Share Dealing Limited, trading as iWeb, dealt with his request to have his shares transferred into his name. He says, as iWeb charged £25 per shareholding to carry out the transfer, it should have made sure the share cer... (3 pages)View decision -
Decision Reference DRN-4602713
4 Mar 2024 Northern Bank Limited UpheldBanking and PaymentsDRN-4602713 The complaint Mr L complains that Northern Bank Limited trading as Danske Bank unfairly refused to authorise an international money transfer from his business bank account. What happened Mr L wanted to buy a second-hand agricultural vehicle from a company overseas which I will ... (2 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
