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 77331 results
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Decision Reference DRN-3748561
16 Dec 2022 Hastings Insurance Services Limited Not upheldInsuranceDRN-3748561 The complaint Mr and Mrs W are unhappy that Hastings Insurance Services Limited (Hastings) asked them to pay for the remainder of their policy after cancelling it. Mr and Mrs W had home insurance in joint names but, for ease of reading, I’ll refer only to Mr W. What happened Mr... (3 pages)View decision -
Decision Reference DRN4087207
23 Mar 2015 MKDP LLP Not upheldBanking and creditMrs C has complained that MKDP LLP sent her confusing information about the legal ownership of a debt.I note that Mrs C has also made a complaint against the original creditor, which does not form part of the complaint I am addressing here, which is specifically rel... (2 pages)View decision -
Decision Reference DRN4848847
23 Aug 2019 First Central Insurance Management Ltd Not upheldInsurance (excluding PPI)Miss P complains that First Central Insurance Management Limited registered a default against her with credit reference agencies.backgroundMiss P had a car insurance policy bought through First Central. Some of the actions described below were carried out by First Central’s agents on their... (3 pages)View decision -
Decision Reference DRN-2599449
17 Mar 2021 Hoist Finance UK Limited Not upheldConsumer CreditDRN-2599449 The complaint Mr A complains that Hoist Finance UK Limited’s agents refuse to accept a settlement for a debt. What happened Hoist acquired a debt in Mr A’s name from a credit card provider. Mr A has raised concerns about the amount of money the original lender said he owed when... (2 pages)View decision -
Decision Reference DRN4044191
2 Dec 2019 Bank of Scotland Plc Not upheldBanking and creditMr S complains about the failure of Bank of Scotland plc trading as Halifax to provide information to him about the repossession of his property in 2010. Mr S wants Halifax to provide it.backgroundMr S bought a property in 2006 for £285,000. It was repossessed and sold in November 2010 for... (2 pages)View decision -
Decision Reference DRN-3584278
7 Jul 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3584278 The complaint Mr W complains that Madison CF UK Limited (“118 118 Money”) lent to him in an irresponsible manner. What happened Mr W was given 3 loans by 118 118 Money. He borrowed £2,250 in February 2016 and agreed to repay this over 24 months. He refinanced that loan in March... (4 pages)View decision -
Decision Reference DRN2361785
29 Jul 2014 Lloyds Bank PLC Not upheldBanking and creditMr G complains that he received poor advice and customer service from a mortgage adviser at Lloyds Bank PLC (Lloyds). He also says that the valuation of his property was too low and has provided his own valuation at a higher amount.background In 2013 Mr G was looking to remortgage and ... (2 pages)View decision -
Decision Reference DRN6287877
12 Sep 2014 Lloyds Bank PLC Not upheldBanking and creditD, a limited company, complains that Lloyds Bank plc forced it to take out a loan to repay a sole trader debt, before it would agree to provide a new loan.backgroundD applied to Lloyds for a loan in 2010. It says that it was given agreement in principle. However, before the loan was for... (2 pages)View decision -
Decision Reference DRN1298312
24 Jul 2015 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr M has complained about the way The Royal Bank of Scotland Plc (“RBS”) has used the compensation it agreed to pay him following a complaint about the mis-sale of a payment protection insurance (“PPI”) policy.backgroundMr M took out a credit card with RBS in 1999 and ... (2 pages)View decision -
Decision Reference DRN5987140
2 Jul 2018 The Royal Bank of Scotland Plc Not upheldBanking and creditMr D complains that The Royal Bank of Scotland Plc (RBS) didn’t close his account when he instructed it to and it now says he owes around £1,500.backgroundMr D says he closed his RBS account about 10 years ago. But the bank says he owes money on it and has passed ... (2 pages)View decision