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 4282 results
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Decision Reference DRN6626382
20 Oct 2017 Calpe Insurance Company Limited UpheldInsurance (excluding PPI)Mr B and his representative are unhappy with the way Calpe Insurance Company Limited has dealt with and settled a claim on his motor insurance policy. backgroundCalpe received notification that Mr B’s car had been involved in an accident and was to blame for what’d ... (3 pages)View decision -
Decision Reference DRN4808646
1 Dec 2020 Nationwide Building Society UpheldBanking and creditMr A complains that Nationwide Building Society (“Nationwide”) refused his claim for a refund under Section 75 Consumer Credit Act 1974 (“Section 75”). background In May 2018 Mr A attended a presentation, during which a 3-day course was offered. He says he was told that if two people signe... (3 pages)View decision -
Decision Reference DRN3408091
13 Nov 2015 Santander UK Plc Not upheldBanking and creditK is a limited company and its complaint is brought by its owner, Ms O. Ms O complains that Santander UK plc will not refund all the fraudulent transactions made on K’s accounts.backgroundMs O was a UK resident when she opened business savings and current accounts ... (3 pages)View decision -
Decision Reference DRN9393421
28 Feb 2020 Sytner Group Ltd Not upheldBanking and creditMiss S complains that Sytner Group Ltd (“Sytner”) misrepresented a finance agreement to her.backgroundMiss S has been represented by a friend throughout this process but for ease I will refer to Miss S throughout this decision.Miss S signed a hire purchase agreement in September 2015 to fu... (3 pages)View decision -
Decision Reference DRN-2210206
22 Jan 2021 FCE Bank Plc Not upheldConsumer CreditDRN-2210206 The complaint Mr. L complains that FCE Bank Plc (FCE) wrongly took an additional payment of £281.68 on his finance agreement, delayed dealing with issues relating to the rejection of his car and didn’t issue a new finance agreement after he was given a replacement vehicle. Mr. ... (3 pages)View decision -
Decision Reference DRN-4499644
6 Dec 2023 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-4499644 The complaint Mr H complains that the offer The National Farmers Union Mutual Insurance Society Limited (‘NFU’) made to settle his motor insurance complaint is too low. He further complains that an agent of NFU damaged his vehicle during the recovery process. What happened In J... (3 pages)View decision -
Decision Reference DRN0880220
4 Aug 2016 One Call Insurance Services Limited UpheldInsurance (excluding PPI)Mr A has complained that One Call Insurance Services Limited cancelled his motor insurance policy without telling him.backgroundMr A bought a motor policy through a broker, One Call. It couldn’t verify Mr A’s address. So it wrote to the address Mr A gave it and tol... (3 pages)View decision -
Decision Reference DRN1988203
1 Aug 2014 Santander Cards UK Limited Not upheldBanking and creditMrs D complains that Santander Cards UK Limited placed an adverse notice on her credit file because it had sold her debt to a debt collection agency.backgroundIn mid 2011 Mrs D contacted Santander to explain she was in financial difficulties and was receiving debt management advice. ... (1 page)View decision -
Decision Reference DRN-4949069
5 Aug 2024 U K Insurance Limited UpheldInsuranceDRN-4949069 The complaint Ms C complains that U K Insurance Limited (“Direct Line”) mishandled her claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a car, made by a European car-maker with a diesel engine and first registered in Augu... (7 pages)View decision -
Decision Reference DRN-5507708
25 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5507708 The complaint Mr S complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost after falling victim to a scam. What happened In February 2024, Mr S found a car that he wanted to buy on an online website. The car was being sold by a company I’ll refer to as Z. Mr S... (7 pages)View decision
