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
-
Decision Reference DRN-5143086
12 Dec 2024 Black Horse Limited Not upheldConsumer CreditDRN-5143086 The complaint Mr H complains that Black Horse Limited acted unfairly when it repossessed a motorbike that had been supplied to him under a hire purchase agreement it had decided to terminate. What happened In February 2019, Mr H was supplied with a used motorbike through a h... (3 pages)View decision -
Decision Reference DRN-3788717
14 Nov 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3788717 The complaint Mr S complains that Bank of Scotland plc won’t refund money he lost as the result of a scam. What happened The circumstances which led to this complaint are well-known to both parties, so I won’t repeat them in detail here. But, in summary, I understand them to be... (3 pages)View decision -
Decision Reference DRN7680141
17 Nov 2016 R. Raphael & Sons Plc Not upheldBanking and creditMiss M complains that the car she financed by a hire purchase agreement (HPA) with R. Raphael & Sons Plc (the business) was not of satisfactory quality.backgroundMiss M entered into HPA with the business in August 2015 to finance the acquisition of a used car. At ... (3 pages)View decision -
Decision Reference DRN-2823432
10 Dec 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2823432 The complaint Miss D complains that Barclays Bank UK Plc did not help recover the money she paid 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 provid... (4 pages)View decision -
Decision Reference DRN-5333709
25 Feb 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5333709 The complaint Mr O’s complaint arises out of his mortgage account with Bank of Scotland plc trading as Halifax. In a decision dated 19 February 2025 I explained that I will only be considering the following matters: - that Mr O was told (incorrectly) in 2019 that a sub-acc... (4 pages)View decision -
Decision Reference DRN6016691
22 May 2014 Santander UK Plc Not upheldBanking and creditMrs F says that Santander UK Plc trading as Cahoot acted unfairly in three ways, specifically:-when it increased the interest rate on his flexible loan;-when it withdrew a facility to enable her to borrow further money. She also says that her credit files shows that she has available c... (4 pages)View decision -
Decision Reference DRN-3357128
9 Mar 2022 Ageas Insurance Limited Not upheldInsuranceDRN-3357128 The complaint Mr T complains that Ageas Insurance Limited (Ageas) has unfairly voided his policy. What happened I issued my provisional decision on this case on 22 February 2022. It was my intention to come to a different outcome to our investigator, and so I wanted to give bot... (4 pages)View decision -
Decision Reference DRN-3021814
17 Sep 2021 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-3021814 The complaint Mr J has complained that Admiral Insurance (Gibraltar) Limited (Admiral) undervalued his van following a total loss claim. What happened Following an incident with a third-party vehicle Mr J submitted a claim on his commercial motor polic... (3 pages)View decision -
Decision Reference DRN1558684
29 Jan 2020 Honda Finance Europe Plc Not upheldBanking and creditMrs L complains Honda Finance Europe Plc (Honda) misrepresented a hire purchase agreement she entered into.backgroundIn June 2016, Mrs L took out a hire purchase agreement to acquire a used car. Mrs L says she took out the agreement to enable her son to acquire the vehicle; he has failed a... (4 pages)View decision -
Decision Reference DRN9583695
3 Oct 2019 Covea Insurance plc UpheldPayment protection insurance (PPI)Mr S is unhappy with Covea Insurance plc’s decision to decline his claim made on a payment protection insurance (PPI) policy.All references to Covea in this decision include its appointed claims-handling agents.backgroundI issued my provisional decision on this complaint in August 2019. It... (4 pages)View decision
