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 4245 results
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Decision Reference DRN1904417
24 Jan 2020 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs M complain that Lloyds Bank PLC acted unfairly and unreasonably by losing the land certificate for their property and how it’s dealt with them. They want the land certificate found and compensation.backgroundMr and Mrs M borrowed money from Lloyds to buy their property in 1987, ... (3 pages)View decision -
Decision Reference DRN9509848
1 Jun 2017 Secure Trust Bank Plc UpheldBanking and creditMr O complains that the car he acquired through a hire purchase agreement (HPA) with Secure Trust Bank Plc (the business) was not of satisfactory quality.backgroundMr O entered into a HPA to acquire a used car. At the time of acquisition the car had been driven 94,000 ... (3 pages)View decision -
Decision Reference DRN-3739154
18 Nov 2022 Pepper (UK) Limited Not upheldMortgagesDRN-3739154 The complaint Mr N has said that Pepper (UK) Limited trading as Engage Credit is the assignee of an unregistered security, which was unlawfully transferred from another lender. He said that the debt is uncollectable, and the charge should be removed from the title. Mr N has bee... (3 pages)View decision -
Decision Reference DRN-4206694
28 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4206694 The complaint Mr S complains that Nationwide Building Society will not refund transactions he says he didn’t make or authorise. What happened Mr S is disputing over £15,000 of transactions made from his Nationwide current account between August and November 2022. The transactio... (5 pages)View decision -
Decision Reference DRN1246696
16 Apr 2020 Markerstudy Insurance Company Limited UpheldInsurance (excluding PPI)Mr T has complained about Markerstudy Insurance Company Limited’s service after he claimed on his motor insurance policy.Reference to Markerstudy includes its agents.backgroundMr T’s car hit another while in a car park. He asked Markerstudy to repair the damage to his car. Mr T was very un... (5 pages)View decision -
Decision Reference DRN4163363
23 Jun 2017 Ageas Insurance Limited UpheldInsurance (excluding PPI)Mr M is unhappy that Ageas Insurance Limited has refused to cover a claim under his legal expenses insurance policy.Ageas appointed claims handlers to deal with the claim on its behalf and all references to Ageas in this decision should be read as including those c... (7 pages)View decision -
Decision Reference DRN2571553
26 Feb 2019 Advantage Finance Ltd UpheldBanking and creditMr R complains that Advantage Finance Ltd (“Advantage”) sold the wrong model of his car through a hire purchase agreement and that this has ultimately led to the car being repossessed.backgroundMr R entered into a hire purchase agreement in December 2016. The sales inv... (6 pages)View decision -
Decision Reference DRN-4614672
19 Feb 2024 more 2 life Ltd UpheldMortgagesDRN-4614672 The complaint Mr and Mrs R complain that more 2 life Ltd and its solicitors, a firm I’ll call E, caused delay which meant their lifetime mortgage application didn’t complete in time. This meant that Mr and Mrs R didn’t get the mortgage they wanted, which caused them substantial... (6 pages)View decision -
Decision Reference DRN-2400784
4 Jan 2021 Lowell Financial Ltd Not upheldConsumer CreditDRN-2400784 The complaint Mr H complains about the treatment he has received from Lowell Financial Limited (“Lowell”) in respect of three credit card debts purchased by it, two in respect of two credit cards issued by a business that I will call C and one in respect of one credit card issu... (3 pages)View decision -
Decision Reference DRN6534658
10 Jun 2020 Ikano Bank AB (publ) Not upheldBanking and creditMr F has complained following a claim he made to Ikano Bank AB (publ) (“Ikano”) under the Consumer Credit Act 1974 (“CCA”).background In January 2018 Mr F was approached by a company called The Mikhno Group Ltd (“Mikhno”) who sold him a solar panel system and arranged a 10-year loan for £7... (3 pages)View decision
