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 4212 results
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Decision Reference DRN-3826051
25 Nov 2022 Care by Volvo Car UK Limited UpheldConsumer CreditDRN-3826051 The complaint Mr C complains that Care by Volvo Car UK Limited (CBVC) didn’t provide the service it should have regarding the delivery of a new car under his hire car agreement. What happened Mr C entered into a hire agreement for a new car in July 2021. The car was due to be d... (2 pages)View decision -
Decision Reference DRN8929224
23 Jul 2018 HSBC Bank plc Not upheldBanking and creditThis complaint is about a mortgage Mr and Mrs K have with HSBC Bank Plc. They’re unhappy that when they remortgaged to HSBC Mrs K was added to the mortgage account, but not added to the property title.backgroundMr and Mrs K applied for a mortgage online with HSBC on... (2 pages)View decision -
Decision Reference DRN-3210118
16 Dec 2021 One Call Insurance Services Limited Not upheldInsuranceDRN-3210118 The complaint Mr A complains that One Call Insurance Services Limited renewed his commercial motor insurance policy without his consent. He wants a refund of the premiums it took from his father, Mr D’s, credit card. Mr D is a named driver on Mr A’s, policy and is representing ... (2 pages)View decision -
Decision Reference DRN-2181154
17 Sep 2020 Berkshire Hathaway International Insurance Ltd Not upheldInsuranceDRN-2181154The complaintMiss E complains that her insurance broker acting on behalf of Berkshire Hathaway International Insurance Limited didn’t assist her in making an address change to her motor insurance policy and then unfairly cancelled her policy. What happenedMiss E had a car insura... (3 pages)View decision -
Decision Reference DRN2694732
7 Jan 2014 Barclays Bank Plc Not upheldBanking and creditMr F has complained that Barclays Bank Plc mis-sold a packaged bank account to him by upgrading his current account without his knowledge or consent.backgroundIt seems that Mr F’s fee free current account was upgraded to a fee paying packaged bank account in July 2008.However, Mr F ... (3 pages)View decision -
Decision Reference DRN7422514
27 Jul 2020 Carnegie Consumer Finance Limited Not upheldBanking and creditMr B complains that Carnegie Consumer Finance Limited (‘CCF’) won’t let him withdraw from a fixed sum loan agreement he took to cover the cost of a course.backgroundIn September 2018 Mr B enrolled on a course to become an electrician with a company I’ll refer to as ‘D’. The course cost a t... (3 pages)View decision -
Decision Reference DRN2209854
12 Feb 2020 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr E has complained that his motor insurer, AXA Insurance UK Plc, caused a long delay in dealing with his claim from an accident and failed to communicate properly. Mr E said this caused him a loss of earnings for which he seeks compensation of around £1,000. backgroundMr E was involved in... (3 pages)View decision -
Decision Reference DRN1770665
6 Sep 2018 Markerstudy Insurance Company Limited Not upheldInsurance (excluding PPI)Mr P complained about Markerstudy Insurance Company Limited’s handling of his claims under his car insurance policy.Reference to Markerstudy includes their agents.background Mr P made four separate claims for four separate incidents that resulted in damage to his car. He co... (3 pages)View decision -
Decision Reference DRN4500698
10 Sep 2018 Close Brothers Limited UpheldBanking and creditMs J complains the vehicle she purchased on a conditional sale agreement financed by Close Brothers Limited (CBMF) was misrepresented. She wants compensation.backgroundMs J tells us she acquired the vehicle from a dealer I’ll call “L” in November 2016. She says as part o... (3 pages)View decision -
Decision Reference DRN-5209205
27 Jan 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5209205 The complaint Mrs F complains about the cost involved in releasing the charge held by Bank of Scotland plc trading as Halifax on her property, for a mortgage that has since been redeemed. What happened Mrs F took a mortgage with Halifax in 1999 for a property in Northern Ire... (3 pages)View decision
