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 364422 results
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Decision Reference DRN-4516539
10 Jun 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4516539 The complaint Mr C’s complaint is, in essence, that Clydesdale Financial Services Limited, trading as Barclays Partner Finance, acted unfairly and unreasonably by: (1) participating in an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974; an... (7 pages)View decision -
Decision Reference DRN-4843342
10 Jun 2024 Mulsanne Insurance Company Limited UpheldInsuranceDRN-4843342 The complaint Mrs J complains about Mulsanne Insurance Company Limited’s (Mulsanne) poor claim handling and its failure to pursue a non-fault liability decision, following an accident when driving, under her motor insurance policy. What happened Mrs J was involved in an acciden... (3 pages)View decision -
Decision Reference DRN-4801271
10 Jun 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4801271 The complaint Mrs P has complained that Advantage Insurance Company Limited failed to advise her correctly when she asked about making a claim for damage to her car when it had been damaged by a hit and run driver. What happened Mrs P’s car was damaged most likely outside her h... (4 pages)View decision -
Decision Reference DRN-4843381
10 Jun 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4843381 The complaint Miss D complains that BMW Financial Services (GB) Limited (‘BMW’) irresponsibly granted her finance for a new car that she couldn’t afford to repay. What happened In May 2023, Miss D acquired a new car financed by way of a hire purchase agreement from BMW. The pu... (4 pages)View decision -
Decision Reference DRN-4487293
10 Jun 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4487293 The complaint Ms B complains that Bank of Scotland plc trading as Halifax (Halifax) will not agree to a transfer of equity into her sole name. What happened Mr B and Ms B initially took out a mortgage together with Halifax. Since then, Mr B has moved out of the mortgaged proper... (3 pages)View decision -
Decision Reference DRN-4793032
10 Jun 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4793032 The complaint Mrs B has complained about the way in which AXA Insurance UK Plc (‘AXA’) handled a claim for storm damage under her home insurance policy, and the subsequent impact this had on her policy. For the avoidance of doubt, the term AXA includes reference to its represen... (4 pages)View decision -
Decision Reference DRN-4827705
10 Jun 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-4827705 The complaint Miss H complains that PayPal (Europe) S.Ã r.l et Cie, S.C.A. (“PayPal”) lent to her in an irresponsible manner. And she also complains that PayPal has failed to treat her appropriately when she told the firm she was facing financial difficulties. What happened Mi... (4 pages)View decision -
Decision Reference DRN-4844006
10 Jun 2024 U K Insurance Limited UpheldInsuranceDRN-4844006 The complaint Mr B complains about delays, poor quality repairs, poor communication, and a voided warranty following a claim U K Insurance Limited (UKI) dealt with under his motor insurance policy. What happened Mr B’s car was involved in an accident in late 2022. UKI arranged ... (5 pages)View decision -
Decision Reference DRN-4438738
10 Jun 2024 Close Brothers Limited Not upheldConsumer CreditDRN-4438738 The complaint Mr N complains that a car acquired under a conditional sale agreement with Close Brothers Limited trading as Close Brothers Motor Finance (CBMF) wasn’t of satisfactory quality when it was supplied to him. What happened In August 2022, Mr N acquired a used car from... (3 pages)View decision -
Decision Reference DRN-4827840
10 Jun 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4827840 The complaint Mr P is unhappy with several aspects of the service he’s received from Clydesdale Bank Plc, trading as Virgin Money. What happened To briefly summarise: Mr P visited a Virgin branch on 17 March 2023 to raise a Data Subject Access Request (DSAR) with them. Mr P the... (4 pages)View decision
