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 4790 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 DRN3724211
28 Aug 2015 Santander UK Plc UpheldBanking and creditMiss W complains that Santander UK Plc caused damage to her credit profile by incorrectly recording a default on her credit file.backgroundSantander incorrectly registered a default against Miss W and did not remove it. Miss W says it meant she had difficulty obtain... (1 page)View decision -
Decision Reference DRN-1628015
19 Jun 2020 Secure Trust Bank Plc UpheldConsumer CreditThe complaint Miss J’s complaint is about a finance agreement she has with Secure Trust Bank plc (“Secure Trust”), trading as Moneyway. She says they didn’t advise her they had problems with the vehicle ownership registration. The details of this complaint are well known to both parties so... (2 pages)View decision -
Decision Reference DRN-3297196
3 Mar 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3297196 The complaint Mr A complains that Shawbrook Bank Limited (“Shawbrook”), has rejected the claim he made under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system he says were misrepresented to him by the supplier. Mr A is represented by his... (6 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 DRN8224854
30 Sep 2014 Barclays Bank Plc Not upheldBanking and creditMr and Mrs K complain that Barclays Bank Plc unfairly closed their personal and business accounts and also registered information against them with a fraud prevention database.backgroundBarclays wrote to Mr and Mrs K to tell them that it was unwilling to continue as their bankers, and... (1 page)View decision -
Decision Reference DRN6404857
9 Aug 2016 Volkswagen Financial Services (UK) Limited Not upheldBanking and creditMr R complains about errors in the hire purchase agreement for a car he has with Volkswagen Financial Services (UK) Limited. backgroundMr R took out a hire purchase agreement with Volkswagen. It wrote to him explaining that it wanted to modify the agreement and change... (2 pages)View decision -
Decision Reference DRN-4713881
11 Jun 2024 Embark Services Limited UpheldPensions and AnnuitiesDRN-4713881 The complaint Mrs F complains about the service she’s received from Embark Service Limited (formally Hornbuckle Mitchell Group Ltd). She say’s they’ve failed to help rectify issues with two land investments held in her late husband’s pension. What happened Mrs F’s late husband ... (9 pages)View decision -
Decision Reference DRN8877016
28 Aug 2013 CIS General Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains that CIS General Insurance Limited (CIS) settled a claim made against his motor insurance policy unfairly, as he was not involved in the incident in question.backgroundCIS was informed by a third party that Mr C had driven his vehicle into the back of the third party’s st... (1 page)View decision -
Decision Reference DRN-3980989
13 Mar 2023 Extracover Limited Not upheldInsuranceDRN-3980989 The complaint Mr J has complained that Extracover Limited refused to provide motor insurance for him. He bought a flexible car hire and reward policy for courier drivers. What happened Mr J bought a commercial vehicle policy with Extracover. Extracover provide cover for up to 3... (2 pages)View decision