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 DRN-4400192
13 Nov 2023 Mulsanne Insurance Company Limited UpheldInsuranceDRN-4400192 The complaint Mr C complains about how his insurer, Mulsanne Insurance Company Limited (Mulsanne) dealt with the write off of his vehicle after an accident under his motor insurance policy. Any reference to Mulsanne in this decision includes their agents. This decision covers M... (6 pages)View decision -
Decision Reference DRN-3347923
3 Mar 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3347923 The complaint Mrs C complains that Shawbrook Bank Limited (“Shawbrook”) has rejected the claim she made under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system she says was misrepresented to her by the supplier. Mrs C is represented by a... (7 pages)View decision -
Decision Reference DRN-2496982
17 Mar 2021 Acorn Insurance & Financial Services Ltd Not upheldInsuranceDRN-2496982 The complaint Mr S is unhappy about how Acorn Insurance and Financial Services Limited trading as Haven Insurance (Haven) handled his motor insurance policy when he changed his car. And that this has meant his car was seized by police and crushed. What happened Mr S had a motor... (3 pages)View decision -
Decision Reference DRN-5133136
8 Nov 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5133136 The complaint Mr W has complained about a transfer of his Royal London Mutual Insurance Society Limited personal pension to a small self-administered scheme (“SSAS”) in July 2014. Mr W’s SSAS was subsequently used to invest in an overseas property investment with the Resort ... (3 pages)View decision -
Decision Reference DRN-4310964
20 Oct 2023 Carnegie Consumer Finance Limited Not upheldConsumer CreditDRN-4310964 The complaint Mr V complains that Carnegie Consumer Finance Limited will not let him cancel his fixed sum loan. What happened In January 2023 Mr V bought a training course from a supplier I’ll call E. E introduced Mr V to Carnegie with whom he took out a fixed sum loan to finan... (3 pages)View decision -
Decision Reference DRN-5120712
8 Jan 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5120712 The complaint Mr B complains about Accredited Insurance (Europe) Ltd’s handling of his car insurance claim. What happened Mr B had a car insurance policy with Accredited. In November 2023, his car was damaged by a third-party and in December 2023 he made a claim with Accredi... (3 pages)View decision -
Decision Reference DRN2480166
8 Oct 2014 Clydesdale Bank Plc Not upheldBanking and creditMr K complains that Clydesdale Bank Plc (trading as Yorkshire Bank) delayed releasing its charges over his properties, and has lost the title deeds to two of those properties.background Since 1996 Mr K had an overdraft with Yorkshire Bank (‘YB’), which was secured over his ten properti... (1 page)View decision -
Decision Reference DRN3642914
20 Feb 2015 Marks & Spencer Financial Services plc Not upheldBanking and creditMr N complains that Marks & Spencer Financial Services plc unfairly closed his credit card account.backgroundMr N had a credit card with M&S. Two cheques were paid into the account and subsequently discovered to be fraudulent. M&S told Mr N that it would allow the account to ... (2 pages)View decision -
Decision Reference DRN2962339
1 Dec 2015 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Miss K is unhappy because Admiral Insurance Company Limited won’t pay out on her motor insurance claim after her car was stolen. Admiral won’t pay because the car was cloned. It says Ms K was not the true owner.backgroundMiss K bought a second hand car which was then s... (1 page)View decision -
Decision Reference DRN1765588
27 Apr 2017 Mortgage Express Not upheldBanking and creditMs J complains that Mortgage Express made several errors in the administration of her accounts. Ms J would like to be compensated for those errors.background Ms J wrote to Mortgage Express to make the following complaints: Mortgage Express wrote to her at one of her p... (2 pages)View decision
