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 4422 results
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Decision Reference DRN-4406575
3 Jan 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4406575 The complaint Mr T complains The Co-operative Bank Plc (Co-op) won’t refund his travel costs. What happened Mr T applied for a Co-op account and was switching from another bank. As part of the incentive offer Mr T had to register for online banking. Mr T couldn’t register and s... (3 pages)View decision -
Decision Reference DRN0165268
8 Mar 2018 Complete Cover Group Ltd UpheldInsurance (excluding PPI)Mr T’s unhappy with the way Complete Cover Group Ltd (“CCG”) has administered his motor insurance policy.backgroundMr T called CCG to arrange motor insurance. But unfortunately it arranged the insurance with the incorrect car registration. Mr T was sent the policy ... (3 pages)View decision -
Decision Reference DRN-5083017
7 Nov 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-5083017 The complaint Miss M has complained about the loss of a personal registration plate from her car when she made a claim under her car insurance policy. What happened Miss M was involved in an incident and made a claim to her insurer, Advantage. Her car was recovered and in tr... (2 pages)View decision -
Decision Reference DRN-5519191
30 Apr 2025 Kingfisher Insurance Services Limited UpheldInsuranceDRN-5519191 The complaint Mr S has complained that Kingfisher Insurance Services Limited failed to correctly arrange a motor trade policy for him and that it said it would reimburse a police impound fee he had to pay . What happened Mr S bought a motor trade policy with a broker, Kingf... (3 pages)View decision -
Decision Reference DRN-4769192
1 May 2024 Experian Limited UpheldConsumer CreditDRN-4769192 The complaint Ms M complains about being overcharged for a subscription by Experian Limited. Ms M also complains that she was unfairly declined for a bank account due to errors with her Experian credit file. What happened The background to this complaint and my initial conclusi... (3 pages)View decision -
Decision Reference DRN0857597
11 Oct 2013 Skipton Building Society Not upheldBanking and creditMr B complains that Skipton Building Society did not register a legal charge over part of his property when he took out a mortgage. That means that the title to this part of the property is not in his name. Mr B wants the society to register the land in his name.backgroundMr B app... (2 pages)View decision -
Decision Reference DRN-3776967
25 Nov 2022 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-3776967 The complaint Mr M complains that Hyundai Capital UK Limited breached General Data Protection Regulations (“GDPR”) when it provided his details to a third-party company. What happened In March 2019 Mr M entered into a three-year contract hire agreement for a new car with Hyunda... (3 pages)View decision -
Decision Reference DRN0621293
21 Oct 2014 Be Wiser Insurance Services Ltd Not upheldInsurance (excluding PPI)Mr K complains about the way Be Wiser Insurance Services Ltd has administered his motorinsurance policy and about the outstanding balance he has to pay upon its cancellation.backgroundMr K arranged a motor insurance policy through Be Wiser. He was sent the policydocuments. Some months l... (5 pages)View decision -
Decision Reference DRN-4191832
1 Sep 2023 Caledonian Consumer Finance Ltd Not upheldConsumer CreditDRN-4191832 The complaint Mr K complains that he was mis-sold a training course he purchased using a loan from Caledonian Consumer Finance Ltd (“Caledonian”). Mr K is represented by another party but to keep things simple I’ll just refer to Mr K in my decision. What happened On 28 October ... (4 pages)View decision -
Decision Reference DRN-2214004
28 Sep 2020 Saga Services Limited UpheldInsuranceDRN-2214004The complaintMr W is unhappy because Saga Services Limited (Saga) updated his car insurance policy with the incorrect vehicle details meaning his car was uninsured. What happenedIn July 2018, Mr W purchased a car insurance policy sold by brokers, Saga. In September 2018, he chan... (4 pages)View decision
