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 4361 results
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Decision Reference DRN1687572
26 Apr 2018 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Miss B complains that Admiral Insurance Company Limited issued a motor insurance policy showing the wrong car and is seeking to recover from her costs arising out of an accident involving that car, which she has never owned or driven.backgroundIn December 2015, Miss B ... (4 pages)View decision -
Decision Reference DRN-3341656
22 Jul 2022 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-3341656 The complaint Mr P complains that a car he took on finance from Volkswagen Financial Services (UK) Limited (VWFS) was misrepresented to him. Specifically, he says that he was not told that the Infotainment Pack that came with the car was a subscription service; after three year... (2 pages)View decision -
Decision Reference DRN-4502393
21 Dec 2023 Ageas Insurance Limited UpheldInsuranceDRN-4502393 The complaint Mr B has complained that Ageas Insurance Limited held an open claim under his van insurance policy which caused his premium to be higher at renewal. After bringing his complaint to this service, Ageas closed the claim as a ‘fault’ claim which Mr B was unhappy abou... (4 pages)View decision -
Decision Reference DRN1220817
28 Sep 2015 Bank of Scotland Plc Not upheldBanking and creditMr S is concerned about the service provided to him by Bank of Scotland plc (trading as Halifax). He’s also unhappy about the way Halifax has responded to his complaint. To resolve things, he’d like Halifax to apologise and acknowledge there’ve been misunderstandings, and... (2 pages)View decision -
Decision Reference DRN-4769050
22 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4769050 The complaint Mr P complains that National Westminster Bank Plc closed his bank account without providing him with an explanation. Mr P is also unhappy that NatWest declined his application for a savings account and the service NatWest provided. Mr P says he has lost his job as... (4 pages)View decision -
Decision Reference DRN1187020
16 Feb 2016 Lloyds Bank PLC Not upheldBanking and creditMr K complains he was mis-sold a packaged bank account by Lloyds Bank PLC.backgroundMr K opened a free account with Lloyds in December 1985. Lloyds can’t say for sure when the account was upgraded to a packaged bank account. But Mr K’s statements show it was a packa... (2 pages)View decision -
Decision Reference DRN9721607
6 Apr 2020 Santander UK Plc UpheldBanking and creditMrs P complains that when she remortgaged to Santander UK Plc the solicitor didn’t ensure the previous lender’s charge was removed, which caused her problems when she later applied for a lifetime mortgage elsewhere to repay Santander.Mrs P has been supported in bringing this complaint by h... (2 pages)View decision -
Decision Reference DRN1442121
24 Aug 2020 Loans 2 Go Limited Not upheldBanking and creditMr J complains that Loans 2 Go Limited failed to provide him with sufficient information before he agreed to borrow from the firm. As a result he says that he was unaware of the cancellation terms of the agreement and has had to pay interest when withdrawing from his agreement.backgroundMr... (2 pages)View decision -
Decision Reference DRN3507492
18 Sep 2018 Equifax Limited Not upheldBanking and creditMr J complains that Equifax Ltd didn’t protect his personal details.background Equifax’s parent company was the subject of a cyber-attack. The attackers gained access to Mr J’s name, date of birth and phone number. Equifax accepted that Mr J could be exposed to cold... (2 pages)View decision -
Decision Reference DRN0891801
7 Jul 2016 Hitachi Capital (UK) Plc Not upheldBanking and creditMr L complains that Hitachi Capital (UK) Plc has refused to cancel his contract with it and remove the solar panels he had installed.our initial conclusions Our adjudicator didn’t uphold the part of Mr L’s complaint about being told that the solar panels would be self-... (2 pages)View decision
