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 4269 results
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Decision Reference DRN-2844002
18 Aug 2021 Safe World Insurance Group (UK) Ltd Not upheldInsuranceDRN-2844002 The complaint Mr T’s complaint is about the refusal of a claim Guarantee Protection Insurance policy with Safe World Insurance Group (UK) Ltd. What happened In December 2019, Mr T bought a renewable energy heating system with Contractor A. Mr T was unaware at the time that Cont... (4 pages)View decision -
Decision Reference DRN-2446197
18 Dec 2020 Lloyds Bank PLC UpheldBanking and PaymentsDRN-2446197 The complaint Mr H has complained that Lloyds Bank PLC (Lloyds) mis-sold him two packaged bank accounts (PBAs). He paid monthly fees for the accounts and received several potential benefits in return. Lloyds has accepted that it mis-sold Mr H one of the accounts and has already... (4 pages)View decision -
Decision Reference DRN-2349935
11 Jan 2021 MotoNovo Finance Limited UpheldConsumer CreditDRN-2349935 The complaint Mr P complains that a hire purchase agreement for a car via MotoNovo Finance Limited was mishandled, leading to him suffering financial loss and inconvenience. What happened In November 2019, Mr P arranged to purchase a car via a three-year hire purchase agreement... (4 pages)View decision -
Decision Reference DRN-4254006
26 Jul 2023 Ageas Insurance Limited UpheldInsuranceDRN-4254006 The complaint Miss M has complained that her insurer Ageas Insurance Limited passed her details to a credit hire company (CHC) and failed to tell her she would need to pay a waiver excess when she made a claim under her car insurance policy. What happened Miss M called Ageas to... (4 pages)View decision -
Decision Reference DRN-3138703
31 Dec 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3138703 The complaint Mr O is unhappy Bank of Scotland plc (“BoS”) won’t refund him the money he lost as a result of a scam. What happened In January 2021, Mr O made two payments totalling £5,500 to purchase two tractors and have them shipped to Sudan. Mr O has told us that he spent ar... (4 pages)View decision -
Decision Reference DRN-5001874
10 Dec 2024 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5001874 The complaint Miss P complains that the car she acquired from Startline Motor Finance Limited was faulty at the point of sale. To put things right, Miss P would like to end the agreement for the finance of the car, and she’d like Startline to refund the financial losses she’... (4 pages)View decision -
Decision Reference DRN-5044016
10 Oct 2024 Bank of Scotland Plc Not upheldMortgagesDRN-5044016 The complaint Mr and Mrs S complained about a letter they received from Bank of Scotland plc trading as Halifax, when their mortgage was paid off. That letter said because they live in Scotland, they should pay a lawyer to complete the removal of Halifax’s charge on their pr... (4 pages)View decision -
Decision Reference DRN-2662533
9 Mar 2021 Markerstudy Insurance Company Limited UpheldInsuranceDRN-2662533 The complaint Mr S has complained that Markerstudy Insurance Company Limited (Markerstudy) has undervalued his taxi following a total loss claim. What happened The background to this complaint, and my provisional findings on it, can be found in my provisional de... (4 pages)View decision -
Decision Reference DRN2214825
9 Feb 2018 Sabre Insurance Company Limited Not upheldInsurance (excluding PPI)Mr I's complained about the way Sabre Insurance Company Limited is dealing with a claim he made under his car insurance policy.backgroundMr I was unfortunately involved in an incident with another vehicle. He contacted his insurer, Sabre to report the incident. Mr I s... (4 pages)View decision -
Decision Reference DRN-2696415
19 Mar 2021 esure Insurance Limited Not upheldInsuranceDRN-2696415 The complaint Miss S complains that esure Insurance Limited (esure) has both undervalued her vehicle and proportionately settled her claim after her vehicle was written off in an accident. What happened Miss S took out a motor insurance policy with esure t... (4 pages)View decision
