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 4393 results
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Decision Reference DRN4786684
6 Mar 2019 One Call Insurance Services Limited UpheldInsurance (excluding PPI)Mr B has complained about One Call Insurance Services Limited’s service after he asked it to arrange a motor insurance policy for him.backgroundMr B was looking for quotes for a motor policy through a price comparison website. He then contacted One Call to buy a polic... (4 pages)View decision -
Decision Reference DRN4754385
11 Feb 2020 Virgin Money plc UpheldBanking and creditMr H complains that Virgin Money plc unfairly refused his claim brought under Section 75 of the Consumer Credit Act 1974. He wants a refund of monies paid and compensation.backgroundMr H is represented in this complaint by a family member, Mr R, but for ease of reading I’ll just refer to M... (3 pages)View decision -
Decision Reference DRN7599596
15 Jan 2018 RCI Financial Services Limited Not upheldBanking and creditMrs N complains that RCI Financial Services Limited, trading as Nissan Finance, charged her too much for repairs to a car she returned after she terminated a hire purchase agreement. She also complains that she has been charged more for the vehicle than she remembers ag... (4 pages)View decision -
Decision Reference DRN-2586039
19 Mar 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2586039 The complaint Mr P has complained that Aviva Insurance Limited declined a backdated unemployment claim he made on his mortgage payment protection insurance (PPI) policy. What happened Mr P was made redundant in April 2019. At that point he did not register as unemployed and he ... (3 pages)View decision -
Decision Reference DRN9759042
23 Aug 2013 MBNA Limited UpheldInsurance (excluding PPI)Mrs B complains she was mis-sold a card protection policy by MBNA Limited. She says when she complained to MBNA about the mis-sale, MBNA made errors and took aggressive enforcement action which led to her suffering considerable financial loss and distress and inconvenience.backgrou... (4 pages)View decision -
Decision Reference DRN-4298273
18 Aug 2023 Lloyds Bank PLC UpheldMortgagesDRN-4298273 The complaint Mr P’s complaint about Lloyds Bank PLC (Lloyds) relates to the temporary loss of title deeds (deeds) to his property which had been placed into their safekeeping. I issued my Provisional Decision on the 25 July 2023 and both Ms U on behalf of Mr P and Lloyds have ... (3 pages)View decision -
Decision Reference DRN-5200261
11 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5200261 The complaint Mr B complains about how Admiral Insurance (Gibraltar) Limited handled a claim he made (then later withdrew) on his commercial motor insurance policy. What happened In October 2023 an object fell from a truck on a motorway, causing damage to Mr B’s vehicle. He ... (3 pages)View decision -
Decision Reference DRN-4773957
20 Dec 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4773957 The complaint Mr and Mrs D are unhappy that Bank of Scotland plc trading as Halifax decided not to refund them after they were the victim of a scam. Mr and Mrs D are bringing their complaint, using a professional representative, which I’ll refer to as P. What happened Mr a... (4 pages)View decision -
Decision Reference DRN2564217
3 Jul 2019 Santander UK Plc Not upheldBanking and creditMr H complains that Santander UK Plc’s solicitors delayed the completion of his mortgage application and that the charge was incorrectly registered over his property.backgroundMr H re-mortgaged his property from another lender to Santander. He says that the solicitor t... (3 pages)View decision -
Decision Reference DRN4905493
8 Oct 2019 Blue Motor Finance Ltd UpheldBanking and creditMiss G complains that a used car she acquired via a hire purchase agreement with Blue Motor Finance Ltd isn’t of satisfactory quality. She would like Blue Motor to cover the costs of the repairs.backgroundIn March 2018 Miss G acquired a used car via five year hire purchase agreement. The c... (3 pages)View decision
