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 4569 results
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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 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 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 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 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 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 DRN-5155263
19 Nov 2024 Peppercorn Insurance Services Limited UpheldInsuranceDRN-5155263 The complaint Mr M complains that Peppercorn Insurance Services Limited (Peppercorn) charged him a fee when he was left with no option but to cancel his car insurance policy. What happened Mr M had a car insurance policy purchased via Peppercorn. Prior to collecting a new c... (5 pages)View decision -
Decision Reference DRN-3212062
14 Dec 2021 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3212062 The complaint Mr T is unhappy with the amount he was charged by Royal & Sun Alliance Insurance Plc (trading as MORE TH>N) for his car insurance, even though he had nine years’ no-claims bonus. He also complains that they failed to update the details they held about his c... (5 pages)View decision -
Decision Reference DRN6566585
23 Jul 2019 Commercial First Mortgages Limited Not upheldBanking and creditMr B complains of delays by his mortgagee Commercial First Mortgages Limited in dealing with his application for its consent to the grant of a new lease of the commercial part of his property. backgroundMr B occupies the upper floor of his property and the ground floor, a shop, is let. The... (5 pages)View decision -
Decision Reference DRN-5693534
15 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5693534 The complaint Mrs F has complained about the way Admiral Insurance (Gibraltar) Limited has settled her claim under her car insurance policy. What happened Mrs F’s car was written-off when it was less than 12 months old. Admiral appears to accept that under the terms of her ... (4 pages)View decision
