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
-
Decision Reference DRN0191988
11 Sep 2019 Insurance Factory Ltd Not upheldInsurance (excluding PPI)Mr L complains that Insurance Factory Limited (IFL) didn’t give him the correct proof that hiscar was insured. This led to his car being seized by the Police, causing him stress andleaving him out of pocket.backgroundI set out the background to this complaint and my initial findings in my ... (3 pages)View decision -
Decision Reference DRN7329023
9 May 2016 BMW Financial Services (GB) Limited Not upheldBanking and creditMrs L complains that BMW Financial Services(GB) Limited (the business) has treated her badly. She complains it wrongly issued her with default notices and late payment letters and terminated her hire purchase agreement (HPA).backgroundMrs L entered into a HPA with the ... (3 pages)View decision -
Decision Reference DRN-2033083
11 Mar 2021 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-2033083 The complaint Mr M complains about the service provided by Automobile Association Insurance Services Limited when he tried to make a change to his motor insurance policy. What happened Mr M bought the policy online in December 2019 and it was administered by AA. He called AA on... (2 pages)View decision -
Decision Reference DRN-1993008
13 Jan 2021 Society of Lloyd's UpheldInsuranceDRN-1993008 The complaint Mr A complains that Society of Lloyd’s wrongly decided not to replace his written-off car with a brand new one after he made a claim on his motor insurance policy. What happened Mr A’s car was written-off in an accident on 12 October 2019. He thought he was entitl... (2 pages)View decision -
Decision Reference DRN-4902155
3 Sep 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4902155 The complaint Mr P complains that TSB Bank plc has applied adverse information to his credit file for a minor oversight and despite him explaining his circumstances at the time. What happened Mr P said that missed payments were added to his credit file but at the time he did... (2 pages)View decision -
Decision Reference DRN-4561696
5 Mar 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4561696 The complaint Mr P has complained about the poor service he received and delay when he sought assistance under the breakdown section of his car insurance policy with Admiral Insurance (Gibraltar) Limited. What happened Mr P was travelling in his car with his wife, their baby an... (3 pages)View decision -
Decision Reference DRN2657958
6 Jun 2013 Oakwood Homeloans Limited Not upheldBanking and creditMs T complains about the administration of her mortgage account after Oakwood took over her mortgage in 2005, and after repossessing the property in 2009. Ms T also says that Oakwood Homeloans Ltd (‘Oakwood’) misrepresented facts to the Land Registry to make a fraudulent financial gain. ... (3 pages)View decision -
Decision Reference DRN-3597223
13 Oct 2022 Tesco Personal Finance PLC Not upheldBanking and PaymentsThe complaint Ms K complains that Tesco Personal Finance PLC (Tesco) has registered a late credit card payment with the credit reference agencies. She thinks that this has a disproportionate impact on her credit rating. What happened Ms K took out a credit card with Tesco in March 2020. Sh... (2 pages)View decision -
Decision Reference DRN1948568
22 May 2015 Barclays Bank Plc UpheldBanking and creditMr A complains that Barclays Bank Plc refuses to remove the default it has registered on his account. He complains that this is unfair as he never received the appropriate documents to tell him that Barclays was closing the account never mind to tell him it was g... (3 pages)View decision -
Decision Reference DRN3009751
26 Feb 2019 The Society of Lloyd's Not upheldInsurance (excluding PPI)Mr S complains the Society of Lloyd’s has unfairly declined his motor insurance claim when his car was stolen. backgroundMr S insures his car through the Society of Lloyd’s. He has insured it for £99,000 – a specified value. As a condition of Mr S’ insurance he mus... (3 pages)View decision
