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 DRN2744877
12 Nov 2014 Honda Finance Europe Plc Not upheldBanking and creditMr C complains about a used car he acquired through a hire purchase agreement with Honda Finance Europe Plc. He says he had a number of issues with the car and he is unhappy that he has not been able to return the car and obtain a refund. backgroundThe complaint was considered by one of ... (2 pages)View decision -
Decision Reference DRN8939098
7 Oct 2015 Scottish Widows plc Not upheldInsurance (excluding PPI)Mrs D’s complaint concerns a Scottish Widows Plc Care Plan taken out by her husband, Mr D.Mrs D does not agree Scottish Widows has interpreted the terms of the policy correctly. She believes she should be able to claim the full amount of the benefit available from ... (4 pages)View decision -
Decision Reference DRN-4318922
25 Aug 2023 American International Group UK Limited UpheldInsuranceDRN-4318922 The complaint Mr D complains about American International Group UK Limited (AIG) who declined his claim under his gadget insurance policy. What happened Mr D had cover for two devices with AIG. During the registration process Mr D said that AIG automatically classed one of his ... (4 pages)View decision -
Decision Reference DRN-2677756
30 Sep 2021 Legal & General Home Finance Limited Not upheldMortgagesDRN-2677756 The complaint Mr and Mrs T are unhappy with what happened when they applied to take out a lifetime mortgage with Legal & General Home Finance Limited (“L&G”). They’re unhappy that L&G said a strip of land had to be registered in order for the mortgage to proceed. Th... (7 pages)View decision -
Decision Reference DRN3949742
9 Oct 2017 Santander Consumer (UK) Plc Not upheldBanking and creditMr K complains that Santander Consumer (UK) plc gave him wrong information about registration details of his vehicle. As a result he was put to inconvenience in trying to correct the matter.backgroundMr K tells us he purchased a vehicle a couple of years ago on a co... (2 pages)View decision -
Decision Reference DRN6538568
8 Oct 2019 Calpe Insurance Company Limited Not upheldInsurance (excluding PPI)Mr R complains that Calpe Insurance Company Limited cancelled his motor insurance policy wrongly and without giving him due notice after a disputed traffic incident.backgroundMr R told us that after an incident with another driver in February 2018 his broker - on behalf of Calpe - asked hi... (4 pages)View decision -
Decision Reference DRN-4044868
19 Apr 2023 Experian Limited Not upheldConsumer CreditDRN-4044868 The complaint Ms E complains that she wasn’t recorded on the electoral roll with Experian Limited and was declined for a credit card as a result. What happened In 2021, Ms E moved home and has told us she updated her details with the local authority. Ms E went on to apply for a... (4 pages)View decision -
Decision Reference DRN-2951566
30 Jul 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-2951566 The complaint Mr D is unhappy that HSBC UK Bank Plc won’t refund all of the money he lost after falling victim to an investment scam. What happened Both parties are aware of the circumstances of the complaint and the details were clearly set out by our Investigator when she wro... (4 pages)View decision -
Decision Reference DRN3944292
2 Sep 2019 Hastings Insurance Services Limited UpheldInsurance (excluding PPI)Mr C has complained that Hastings Insurance Services Limited, a broker, didn’t update hiscar insurance policy with his new car details and this led to a claim he made being declinedby the insurer.backgroundMr C bought a car insurance policy through Hastings. In February 2019 he called to t... (4 pages)View decision -
Decision Reference DRN1452561
20 Dec 2019 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr B complains that Royal & Sun Alliance Insurance Plc (‘RSA’) arranged repairs on his vehicle that were substandard, along with causing undue delay when deciding the liability of a claim he made on his motor insurance policy. backgroundOn 17 August 2018, Mr B was involved in a collisi... (5 pages)View decision
