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 4927 results
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Decision Reference DRN5199446
1 Aug 2014 BMW Financial Services (GB) Limited Not upheldBanking and creditMrs L complains about a car she bought from BMW Financial Services (GB) Limited under a hire purchase agreement. backgroundMrs L bought a car under a hire purchase agreement in November 2011. She understood that the car was manufactured in 2008, but was not registered until 2011. It l... (2 pages)View decision -
Decision Reference DRN5805675
26 Sep 2017 Calpe Insurance Company Limited Not upheldInsurance (excluding PPI)Miss S has complained that Calpe Insurance Company Limited’s (“Calpe”) settled a claim under her motor insurance policy.backgroundMiss S had motor insurance with Calpe and Mr S was a named driver on her policy. Another driver reported that they’d been involved in an ... (2 pages)View decision -
Decision Reference DRN-5293199
26 Feb 2025 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-5293199 The complaint Mr and Mrs S complain that The Royal Bank of Scotland Plc (“RBS”) failed to ensure that the title to their property was registered in their name when they bought it with the assistance of a mortgage from RBS and RBS failed to warn them of it. What happened Mr a... (2 pages)View decision -
Decision Reference DRN0433995
29 Oct 2013 Barclays Bank Plc Not upheldBanking and creditMr D complains that Barclays Bank Plc has unfairly registered adverse information about him, after his account was used by a third party to carry out a fraudulent cheque transaction. backgroundMr D was approached by a fellow student, whom he had recently met, and persuaded to provide h... (3 pages)View decision -
Decision Reference DRN-4716987
2 Apr 2024 Aviva Insurance Limited UpheldInsuranceDRN-4716987 The complaint Mr G complains that due to an error made by Aviva Insurance Limited (Aviva) relating to his van insurance policy for his business, which I’ll refer to as M, he was stopped and detained by the Police for driving without insurance. Mr G, on behalf of his business M,... (3 pages)View decision -
Decision Reference DRN-4936973
31 Jul 2024 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-4936973 The complaint Mr O complains that TransUnion International UK Limited (TransUnion) reported incorrect information about his electoral registration on his credit report and failed to resolve the matter within a reasonable timeframe. What happened I issued my provisional decis... (4 pages)View decision -
Decision Reference DRN1366391
31 Jul 2013 Barclays Bank Plc Not upheldBanking and creditsummary of complaintMr B complains that Barclays Bank Plc (“Barclays”) registered a default on his credit file when it ought not to have done so. He says because of the registration he had to pay more for his new credit than he ought to have done. He complains the bank took too long t... (2 pages)View decision -
Decision Reference DRN7053447
29 Jan 2015 Motability Operations Limited Not upheldInsurance (excluding PPI)Mr W complains that Motability Operations Limited (MO) left him technically without motor insurance cover for a period between May and June 2014. backgroundMr W leases a car through the Motability scheme. His monthly payment includes the cost of motor insurance. In May 2014 his three ... (2 pages)View decision -
Decision Reference DRN1632702
4 Sep 2015 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr S complains that Royal & Sun Alliance Insurance Plc (RSA) refused to amend the policy record when he told them about a change of registration number. And because of this he had to hire a car until the change was made.background The background and circumstance... (4 pages)View decision -
Decision Reference DRN-3248096
8 Feb 2022 ATLANTA 1 INSURANCE SERVICES LIMITED Not upheldInsuranceDRN-3248096 The complaint Mr N has complained that Atlanta1 Insurance Services Limited, trading as Autonet Insurance Group (‘Autonet’) didn’t assist following discovery of an error on his motor insurance policy. What happened Mr N took out motor insurance cover in April 2020 through a pric... (3 pages)View decision