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 367928 results
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Decision Reference DRN-5078043
7 Nov 2024 Close Brothers Limited Not upheldConsumer CreditDRN-5078043 The complaint Mr S complains that Close Brothers Limited trading as Close Brothers Motor Finance (CBMF) was irresponsible in its lending to him. He wants all interest and charges he has paid under his conditional sale agreement refunded along with interest. Mr S is represent... (3 pages)View decision -
Decision Reference DRN-5113802
7 Nov 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-5113802 The complaint Miss B complains that Startline Motor Finance Limited supplied her with a car that wasn’t of satisfactory quality. What happened In February 2023, Miss B acquired a used car using a hire purchase agreement from Startline. The cash price of the car was £29,980. ... (5 pages)View decision -
Decision Reference DRN-4793470
7 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4793470 The complaint Ms M and Mr N are unhappy Lloyds Bank PLC won’t reimburse them for the money they lost when Ms M fell victim to a scam. What happened Ms M and Mr N are represented in this complaint by a claims management company, for simplicity I will refer to Ms M and Mr N t... (3 pages)View decision -
Decision Reference DRN-5131167
7 Nov 2024 Zurich Insurance Company Ltd UpheldInsuranceDRN-5131167 The complaint Miss W has complained about Zurich Insurance Company Limited’s decision to avoid her motor insurance policy and reject her claim for damage to her vehicle because of this. This complaint was originally set up against KGM Underwriting Services Limited. But as KG... (4 pages)View decision -
Decision Reference DRN-4977928
7 Nov 2024 Oodle Financial Services Limited Not upheldConsumer CreditDRN-4977928 The complaint Mr S complains that Oodle Financial Services Limited trading as Oodle Car Finance (“Oodle”) acted unfairly when it terminated a hire purchase agreement in February 2024. What happened Mr S entered into a hire purchase agreement with Oodle in December 2019. Unde... (3 pages)View decision -
Decision Reference DRN-5114044
7 Nov 2024 esure Insurance Limited Not upheldInsuranceDRN-5114044 The complaint Mr O has complained about the service he has received under his motor policy from esure Insurance Limited following a claim made by a passenger on a bus. He’s particularly complained that his premium for his motor policy has increased significantly. What happe... (4 pages)View decision -
Decision Reference DRN-5091591
7 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5091591 The complaint Mrs A complains, as holder of a Power of Attorney (POA) on behalf of Mr A, that Lloyds Bank PLC wouldn’t add her to his bank account to replace their daughter as account holder. What happened Mrs A has POA for Mr A which Lloyds recorded in 2020 and Mr A held a... (3 pages)View decision -
Decision Reference DRN-4956148
7 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4956148 The complaint Mr S has complained about Bank of Scotland plc, regarding a number of matters. What happened A new security number was sent out for Mr S in error when he hadn’t ordered one. He felt distress about this and had to manually change it back. A fraudster then impers... (2 pages)View decision -
Decision Reference DRN-5085553
7 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5085553 The complaint Mr J complained that Admiral Insurance (Gibraltar) Limited disposed of his car without his consent during his claim under his motor insurance policy. What happened Mr J claimed for damage to his car. Admiral decided that his car was uneconomical to repair and ... (2 pages)View decision -
Decision Reference DRN-5073204
7 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5073204 The complaint Mr T complains that Santander UK Plc failed to close his credit card account and unfairly continued to apply monthly fees. What happened Mr T held a credit card with Santander and says that he closed the account with a nil balance in June 2023. Mr T was then su... (3 pages)View decision
