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 4196 results
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Decision Reference DRN2777617
28 Feb 2018 Hastings Insurance Services Limited Not upheldInsurance (excluding PPI)Mr D has complained about the way Hastings Insurance Services Limited communicated with him. He believes it led to the cancellation of his car insurance policy.backgroundMr D bought a car insurance policy through a broker, Hastings Insurance. After he changed his a... (3 pages)View decision -
Decision Reference DRN0286575
31 Jul 2013 Bank of Scotland Plc Not upheldBanking and creditMs M complains that Bank of Scotland plc trading as Halifax (“Halifax”) misled her about the process for registration of default on her credit card account and dealt unfairly with her when she tried to reach a repayment arrangement to avoid default.backgroundMs M had a credit card accou... (2 pages)View decision -
Decision Reference DRN-4860065
18 Jun 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4860065 The complaint Mr C complains BMW Financial Services (GB) Limited didn’t do enough when a third party attempted to, and succeeded in, taking over their account. What happened Mr C says he’s taken out a number of finance agreements with BMW over the years including one he took ou... (3 pages)View decision -
Decision Reference DRN-2416116
9 Dec 2020 Equifax Limited UpheldConsumer CreditDRN-2416116 The complaint Mr I complains that Equifax Limited failed to update his credit file with his electoral roll details. And that it also mistakenly recorded a default. He wants compensation. What happened Mr I complains that Equifax took too long to update his credit file with deta... (3 pages)View decision -
Decision Reference DRN-2226808
26 Mar 2021 Ald Automotive Limited Not upheldConsumer CreditDRN-2226808 The complaint Mrs S complains that a car she acquired through a Hire Purchase Agreement (HPA )with ALD Automotive Limited (ALD) wasn’t the new car as she expected. She would like it replaced. What happened The details of this complaint are well known to both parties so I won’t ... (1 page)View decision -
Decision Reference DRN-3980067
29 Mar 2023 Aviva Insurance Limited Not upheldInsuranceDRN-3980067 The complaint Mr D is complaining that Aviva Insurance Limited hasn’t refunded his excess after he made a claim on his car insurance policy. What happened Mr D’s car was damaged in an accident with a third party’s vehicle. The driver of the other car and the two passengers fled... (3 pages)View decision -
Decision Reference DRN-3164259
8 Dec 2021 Ageas Insurance Limited Not upheldInsuranceDRN-3164259 The complaint Mr G complains about his insurer, Ageas Insurance Limited (Ageas) under his motor insurance policy. Mr G’s complaint is about his not being able to keep his vehicle following Ageas’s decision to treat his vehicle as a total loss following an accident. Any referenc... (3 pages)View decision -
Decision Reference DRN1065830
6 Oct 2016 CIS General Insurance Limited Not upheldInsurance (excluding PPI)Mr M and his son, who I will call Mr N, have complained that CIS General Insurance Limited made a mistake when it cancelled Mr M’s motor insurance policy from the date of inception. Mr M says CIS was wrong to decide the policy was invalid due to a simple administ... (2 pages)View decision -
Decision Reference DRN9870568
5 Sep 2018 Equifax Limited Not upheldBanking and creditMr H complains that Equifax Limited failed to protect his personal data adequately.backgroundIn May 2017 Equifax’s parent company was the subject of a cyber-attack and later that year Equifax wrote to Mr H about it. The attackers had gained access to some of Mr H’s ... (2 pages)View decision -
Decision Reference DRN-1233798
28 May 2020 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-1233798 The complaintMr and Mrs F have complained that The Royal Bank of Scotland Plc (RBS) failed to return all their title deeds to their solicitor in 2012 when they redeemed their mortgage. What happenedMr and Mrs F took out this mortgage with RBS in 2001, and in February 2012 it wa... (2 pages)View decision
