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 4373 results
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Decision Reference DRN-3641156
26 Aug 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3641156 The complaint Mrs T complains about a default registered (against her) by MotoNovo Finance Limited (“MotoNovo”) with one or more third party credit reference agencies. What happened In November 2014 Mrs T entered into a hire purchase agreement (“agreement”) with MotoNovo for a ... (3 pages)View decision -
Decision Reference DRN-4977948
28 Aug 2024 One Insurance Limited UpheldInsuranceDRN-4977948 The complaint Mrs B has complained about the way a claim made against her car insurance policy was handled by One Insurance Limited. What happened In July 2022, the named driver under Mrs B’s policy made a claim for an incident involving a third party driver who they said w... (3 pages)View decision -
Decision Reference DRN7571700
29 Jul 2020 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr K complains about how Admiral Insurance Company Limited dealt with a claim againsthis motor insurance policy.backgroundThe background to this complaint was set out in my provisional decision of 21 May 2020, an extract of which is attached and forms part of this final decision, so I won’... (4 pages)View decision -
Decision Reference DRN9939214
14 May 2020 The Royal Bank of Scotland Plc Not upheldBanking and creditMr O complains of numerous failings by his mortgagee The Royal Bank of Scotland Plc in connection with a new mortgage and a transfer of the security from his sole name into the joint names of himself and his wife.To resolve his complaint he wants RBS to pay £2,038 for the fees of his solic... (6 pages)View decision -
Decision Reference DRN-5440927
1 Apr 2025 U K Insurance Limited UpheldInsuranceDRN-5440927 The complaint Mr C complains U K Insurance Limited (UKI) declined his claim and avoided his motor insurance policy. He also complains it didn’t place the avoidance on hold as it said it would. What happened In March 2023 Mr C was unfortunately involved in an accident involvi... (4 pages)View decision -
Decision Reference DRN-4630358
20 Mar 2024 Equifax Limited Not upheldConsumer CreditDRN-4630358 The complaint Mrs K complains about information recorded on her credit file by Equifax Limited. What happened Mrs K has told us that in February 2023 she applied for car finance but was declined. The merchant advised that information on Mrs K’s credit file had led to her applic... (2 pages)View decision -
Decision Reference DRN6154155
2 Jul 2018 Virgin Money plc UpheldBanking and creditMiss R and Miss P complain that Virgin Money plc didn’t deal with their mortgage application fairly or reasonably. They want compensation and Virgin to change its processes.backgroundMiss R and Miss P applied for a mortgage to Virgin in order to buy a property. Th... (2 pages)View decision -
Decision Reference DRN-3418479
16 May 2022 Berkshire Hathaway International Insurance Ltd Not upheldInsuranceDRN-3418479 The complaint Mr P complains that Berkshire Hathaway International Insurance Limited (BHIIL) declined a claim under his motor insurance policy, and complaints about the standard of service he received. Mr P is represented by his father, also Mr P. For clarity I will refer to th... (4 pages)View decision -
Decision Reference DRN-3506496
31 May 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3506496 The complaint Mr K complains that HSBC UK Bank Plc failed to prevent an unidentified third party from impersonating him and allowed them to open an account in his name. What happened Mr K noticed a second current account had been added to his banking profile and contacted HSBC ... (4 pages)View decision -
Decision Reference DRN-4603835
10 Feb 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4603835 The complaint Mrs H complains that Admiral Insurance (Gibraltar) Limited mishandled a claim on her motor insurance policy. What happened The subject matter of the claim and the complaint is a car or sports utility vehicle, with a diesel engine and first registered in 2013. Mrs ... (3 pages)View decision
