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 368546 results
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Decision Reference DRN-4507745
3 Apr 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4507745 The complaint Ms R, via a third party, complains that Moneybarn No. 1 Limited (“Moneybarn”) unfairly entered into a conditional sale agreement with her. She says that due to her personal and financial circumstances at the relevant time the agreement was unaffordable. What happe... (3 pages)View decision -
Decision Reference DRN-4699578
3 Apr 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-4699578 The complaint Mr N complains that National Westminster Bank Plc (“NW”) charged him too many payments on his personal loan. What happened Mr N took out a personal loan on 6 November 2019. The loan was for £9950 with a term of 36 months. Mr N is unhappy that NW took 38 payments i... (2 pages)View decision -
Decision Reference DRN-4526868
3 Apr 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4526868 The complaint Mr and Mrs H complain that Aviva Insurance Limited unfairly declined a claim for water damage on their home insurance policy. What happened Mr and Mrs H suffered an escape of water from an upstairs bathroom. They noticed some tiles were moving in the shower area a... (3 pages)View decision -
Decision Reference DRN-4515703
3 Apr 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4515703 The complaint Ms R complains about how her insurer, Admiral Insurance (Gibraltar) Limited (Admiral), handled a claim under her motor insurance policy following the theft of her vehicle. Any reference to Admiral in this decision includes their agents. Ms R was supported by a rep... (6 pages)View decision -
Decision Reference DRN-4521755
3 Apr 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4521755 The complaint Mrs E, via a third party, complains that Moneybarn No.1 Ltd (“Moneybarn”) unfairly entered into a conditional sale agreement with her. She says the agreement was unaffordable and this would have been obvious and apparent to Moneybarn had it “conducted further chec... (3 pages)View decision -
Decision Reference DRN-4715236
3 Apr 2024 Oodle Financial Services Limited UpheldConsumer CreditDRN-4715236 The complaint Ms S is unhappy with the support provided to her by Oodle Financial Services Limited when she fell into financial difficulties on a hire purchase agreement. What happened The facts and circumstances of this complaint are well known to both parties. So, I don’t int... (5 pages)View decision -
Decision Reference DRN-4720296
3 Apr 2024 Adrian Flux Insurance Services Group UpheldInsuranceDRN-4720296 The complaint Mr J complained that his broker’s mistake, by incorrectly insuring his quadbike, has led to him being out of pocket. The broker was Adrian Flux Insurance Services Group (AFISG). What happened Mr J used AFISG to arrange his insurance for his quadbike. After insurin... (3 pages)View decision -
Decision Reference DRN-4719404
3 Apr 2024 Leeds Building Society Not upheldMortgagesDRN-4719404 The complaint Mr S and Mrs P complain that Leeds Building Society has incorrectly recorded their main residence on their credit files. What happened In 2009, Mr S and Mrs P took out a self-build mortgage with Leeds. Once the property was built the mortgage has remained with Lee... (2 pages)View decision -
Decision Reference DRN-4605150
3 Apr 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4605150 The complaint Mr W complains about the service he received from HSBC UK Bank Plc trading as First Direct bank. What happened In January 2024, Mr W tried to make an on-line transfer from his savings account with First Direct to an account he held elsewhere. But he was unable to... (2 pages)View decision -
Decision Reference DRN-4705174
3 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4705174 The complaint Mr M complains that Bank of Scotland plc trading as Halifax didn’t accept photocopy documents to re-activate his dormant account. Mr M said Bank of Scotland plc trading as Halifax was aware it was difficult for him to attend a branch. What happened Mr M tried to s... (2 pages)View decision
