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 4152 results
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Decision Reference DRN7689917
19 Jan 2016 Santander Consumer (UK) Plc Not upheldBanking and creditMr R complains about a second hand van supplied to him under a conditional saleagreement with Santander Consumer (UK) plc, trading as Santander Consumer Finance,("SCF"). The complaint is brought to this service on Mr R’s behalf by a family member, butfor e... (5 pages)View decision -
Decision Reference DRN6828118
14 Apr 2015 Sabre Insurance Company Limited Not upheldInsurance (excluding PPI)Ms R complains that when she bought a motor insurance policy online, she was not made aware that the insurer was Sabre Insurance Company Limited (“Sabre”). So she was prevented from making an informed decision about who she was insuring with.backgroundIn December 2013... (3 pages)View decision -
Decision Reference DRN3936561
26 Apr 2016 Txtloan Limited Not upheldBanking and creditMr K complains that Txtloan Limited (trading as MYJAR) has wrongly recorded late payments on his credit file.backgroundMr K took a £100 loan with MYJAR in 2011. He says that, following financial difficulty, he was unable to repay the loan and went into arrears. MYJA... (2 pages)View decision -
Decision Reference DRN2394368
30 Mar 2015 Equifax Limited Not upheldBanking and creditMrs D complains that Equifax Limited has recorded incorrect details for her, and this is affecting her credit score. backgroundMrs D joined Equifax on 9 June 2014 to view her credit score. Her electoral role information was not included. Mrs D wrote to Equifax about thi... (2 pages)View decision -
Decision Reference DRN-3976285
26 May 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3976285 The complaint Mr A is unhappy about the limitations of a benefit that’s included with his HSBC UK Bank Plc Premier credit card and feels that HSBC should have provided clearer information about it. What happened Mr A has a HSBC Premier credit card which, as a benefit, offers an... (2 pages)View decision -
Decision Reference DRN8350559
8 May 2013 Lloyds TSB Bank Plc UpheldBanking and creditMr B complains that Lloyds TSB unfairly registered a default on his credit card account without giving him notice. our initial conclusionsThe adjudicator noted that Lloyds TSB thought that Mr B wanted a true copy of his consumer credit agreement, rather than the true copy of the... (2 pages)View decision -
Decision Reference DRN9293377
3 Aug 2015 Santander UK Plc Not upheldBanking and creditMrs B is unhappy that Santander UK plc won’t give her a refund after she was the victim of a scam while on holiday.backgroundMrs B was on holiday abroad. She brought an electronic tablet device from a shop in the resort. The shop owner said he would load a book and a... (2 pages)View decision -
Decision Reference DRN1175112
16 Jul 2014 Metropolitan International Schools Limited Not upheldBanking and creditMr B complains that Metropolitan International Schools Limited, trading as ATL Practical Training (“ATL”) misrepresented a training course to him, and that the course was not in fact suitable.backgroundMr B was sold a loan to finance a training course in March 2013. The course and the lo... (2 pages)View decision -
Decision Reference DRN2195990
11 Dec 2015 IGO4 Limited Not upheldInsurance (excluding PPI)Mr R is unhappy that IGO4 Limited (IGO4) set up his car insurance for the wrong car. He wants them to refund his premiums.backgroundMr R took out his car insurance with IGO4 in July 2014.In April 2015 Mr R contacted IGO4 to change the car on his policy. At this sta... (2 pages)View decision -
Decision Reference DRN7301233
16 Aug 2013 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Mr O has complained about LV’s failure to record the correct engine size of his vehicle which caused Mr O to cancel his motor insurance policy. our initial conclusionsThe adjudicator recommended that the complaint should not be upheld. He was satisfied that LV entered the vehicle re... (2 pages)View decision
