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 4395 results
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Decision Reference DRN8990657
1 Feb 2019 UK Insurance Limited UpheldInsurance (excluding PPI)Miss C complains about the repairs U K Insurance Limited (UKI) made to her car under her motor insurance policy. She seeks additional compensation for her trouble and upset.backgroundMiss C was involved in a car accident and UKI took her car to its approved repairer... (2 pages)View decision -
Decision Reference DRN-4096144
2 May 2023 Accelerant Insurance Europe SA/NV UpheldInsuranceDRN-4096144 The complaint Mr M complains about how Accelerant Insurance Europe SA/NV handled a claim made on his commercial motor insurance policy. He wants compensation for his loss of use, and its delays and errors. What happened Mr M’s van was stolen, and he made a claim to Accelerant. ... (2 pages)View decision -
Decision Reference DRN4785511
12 Dec 2014 Bank of Scotland Plc UpheldBanking and creditMr J complains that Bank of Scotland plc (trading as Halifax) made a number of serious mistakes when closing his credit card account, causing him significant difficulty at a very inconvenient time. He also complains about the way Halifax dealt with his complaint.backgroundMr J took a cre... (3 pages)View decision -
Decision Reference DRN1658710
9 May 2013 FirstRand Bank Limited Not upheldBanking and creditMr M bought a car on hire-purchase terms to use as a taxi. He returned the car to the dealer when he discovered the mileometer reading was false. He complains that Carlyle Finance will not reimburse his lost earnings for the two weeks it took for his replacement car to be ready to ... (3 pages)View decision -
Decision Reference DRN-3816872
16 Mar 2023 U K Insurance Limited Not upheldInsuranceDRN-3816872 The complaint G says that UK Insurance Limited trading as NIG (UKI) has undervalued his vehicle following a claim he made on his motor trade insurance policy. What happened Following an accident G’s vehicle was deemed a total loss. Initially UKI offered him £2,800... (3 pages)View decision -
Decision Reference DRN5071123
20 Dec 2013 Amber Homeloans Limited Not upheldBanking and creditMs G has a number of concerns about her mortgage and the way in which it has been administered by Amber Homeloans Limited. The main points of concern are as follows: Further borrowing taken out in 2007 was incorrectly set up as a further advance rather than a separate secured loan. ... (3 pages)View decision -
Decision Reference DRN-2973757
10 Dec 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-2973757 The complaint Mr R complains that Lloyds Bank PLC did not refund payments he says he did not authorise to a scam investment company. What happened The circumstances of this complaint are well known to both parties, so I will not repeat them all again here in detail. But I will... (3 pages)View decision -
Decision Reference DRN-1523824
13 Feb 2020 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-1523824 The complaintMr B complains about the treatment of him by Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“VWFS”) in respect of a hire agreement he had with it. Reference to VWFS in this decision also includes its agents.What happenedIn September ... (3 pages)View decision -
Decision Reference DRN-3583767
2 Sep 2022 Metro Bank PLC Not upheldBanking and PaymentsDRN-3583767 The complaint Ms S is unhappy that Metro Bank PLC (Metro) won’t refund money she says was stolen from her account. What happened Ms S says she received a lump sum payment in 2010 of over £47,000 which was put into an account opened with Metro. Ms S says she only completed one l... (3 pages)View decision -
Decision Reference DRN4938652
13 Jun 2019 Tesco Underwriting Limited UpheldInsurance (excluding PPI)Mr D and Mrs V complain about the decision made by Tesco Underwriting Limited to hold Mrs V at fault for an accident after she made a claim on their motor insurance policy. background On 23 September 2017 Mrs V says she was driving her car normally when a car drove t... (2 pages)View decision
