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 4338 results
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Decision Reference DRN-5040956
24 Sep 2024 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5040956 The complaint Mr G is unhappy with a car that was supplied to him under a hire purchase agreement with Toyota Financial Services (UK) PLC, trading as Redline Finance. What happened On 23 September 2022 Mr G took out a hire purchase agreement with Redline for a car, which was... (6 pages)View decision -
Decision Reference DRN4954422
15 Jan 2018 Advantage Insurance Company Limited UpheldInsurance (excluding PPI)Mrs T had two car insurance policies. She complains that Advantage Insurance Company Limited cancelled the wrong one, leading to her being stopped by the police and later convicted of the offence of driving without insurance.backgroundMrs T and her husband have two... (4 pages)View decision -
Decision Reference DRN1368662
17 Feb 2020 Hyperformance Ltd UpheldInsurance (excluding PPI)Mr K complains that Hyperformance Ltd (a broker) gave him poor service when he tried to change the car insured on his motor insurance policy. That led Mr K to cancel it, and he thinks he was charged too much for that.background Mr K emailed Hyperformance on 16 September 2018 to say he was ... (2 pages)View decision -
Decision Reference DRN9855515
17 Aug 2020 Watford Insurance Company Europe Limited UpheldInsurance (excluding PPI)Mr F has complained that Watford Insurance Company Europe Limited unfairly cancelled his motor insurance policy without warning.In pursuing this complaint Mr F’s been helped by a representative. But for ease of reading, where it’s appropriate to do so, I’ll refer to the representative’s co... (4 pages)View decision -
Decision Reference DRN-3042814
20 Sep 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3042814 The complaint Mrs S complains on behalf of her mother’s estate that HSBC UK Bank Plc shouldn’t have registered a power of attorney as it allowed her mother to be taken advantage of. What happened Mrs S’s mother sadly passed away in September 2018. At the time, Mrs S’s brother w... (2 pages)View decision -
Decision Reference DRN-2934645
6 Sep 2021 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-2934645 The complaint Mr C complains that a car acquired with finance from Mercedes-Benz Financial Services UK Limited was registered to him before he acquired it. He’s also unhappy that he hasn’t received extras he purchased with the agreement. What happened In April 2018 Mr C was sup... (2 pages)View decision -
Decision Reference DRN9402299
20 Dec 2019 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs G have complained that Lloyds Bank PLC failed to return their title deeds after they redeemed their mortgage.backgroundThe mortgage was repaid on 11 December 2007. Mr and Mrs G say they requested their title deeds over the years but never received them. They say this prevented t... (2 pages)View decision -
Decision Reference DRN9691658
15 Dec 2015 Exeter Friendly Society Limited Not upheldInsurance (excluding PPI)Mrs K has complained about Exeter Friendly Society Limited’s decision not to renew her annually-renewable private medical insurance (“PMI”) policy. backgroundMrs K held a policy with Exeter Friendly for many years. Then, in July 2014, Exeter Friendly wrote to Mrs K to s... (3 pages)View decision -
Decision Reference DRN-2365382
19 Mar 2021 Arval UK Limited Not upheldConsumer CreditDRN-2365382 The complaint Mrs R’s complaint is that she wasn’t provided with the service she should have been when asking for information about the car she had leased under a hire agreement with Arval UK Limited. What happened Mrs R entered a three year hire agreement with Arval on 1 Febru... (3 pages)View decision -
Decision Reference DRN6327164
26 Apr 2016 TSB Bank plc UpheldBanking and creditMiss C complains that TSB Bank plc has wrongly returned unpaid a number of direct debits. She wants compensation.backgroundOur adjudicator recommended that this complaint be upheld. Having checked with a number of Miss C’s creditor’s she found that there had been ... (2 pages)View decision
