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 4282 results
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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-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 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 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 DRN0138001
20 Feb 2019 Virgin Money plc Not upheldBanking and creditMr K complained about the solicitors provided by Virgin Money plc for his remortgage. The solicitors told him there was a problem with a pipe across his land, so they couldn’t do the work for free, and he’d have to pay for his own solicitor. Mr K says the pipe w... (3 pages)View decision -
Decision Reference DRN8025524
12 Jan 2016 BUPA Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs T have complained that BUPA Insurance Limited failed to let them know in advance that making a claim under their group private medical insurance policy would cause them to lose their entitlement to a discount on their premiums.backgroundMr and Mrs T were m... (2 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 DRN1989727
19 May 2017 Loans 2 Go Limited UpheldBanking and creditMr and Mrs R complain that Loans 2 Go Limited (the business) is charging them a large amount for a loan that Mr R had repaid.backgroundMr and Mrs R had a loan with the business which they were repaying. They were contacted about making a final payment and Mr R paid ... (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-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
