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 4179 results
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Decision Reference DRN0165268
8 Mar 2018 Complete Cover Group Ltd UpheldInsurance (excluding PPI)Mr T’s unhappy with the way Complete Cover Group Ltd (“CCG”) has administered his motor insurance policy.backgroundMr T called CCG to arrange motor insurance. But unfortunately it arranged the insurance with the incorrect car registration. Mr T was sent the policy ... (3 pages)View decision -
Decision Reference DRN-4406575
3 Jan 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4406575 The complaint Mr T complains The Co-operative Bank Plc (Co-op) won’t refund his travel costs. What happened Mr T applied for a Co-op account and was switching from another bank. As part of the incentive offer Mr T had to register for online banking. Mr T couldn’t register and s... (3 pages)View decision -
Decision Reference DRN8174877
22 Jan 2014 FirstRand Bank Limited UpheldBanking and creditMr A complains about a car he bought through a hire purchase agreement with FirstRand Bank Limited. He says the car was sold to him with a number of faults which meant the car was illegal and could not be driven. There were also problems with the registration papers for the car and the... (10 pages)View decision -
Decision Reference DRN3682104
21 May 2018 Nationwide Building Society Not upheldBanking and creditMr B has challenged the validity of his mortgage to Nationwide Building Society.backgroundIn 2002 Nationwide issued a mortgage offer to Mr B. it offered to lend him £119,695. The mortgage offer dated 8 April 2002 is signed by both Mr B and Nationwide. On 23 August ... (3 pages)View decision -
Decision Reference DRN0170390
23 May 2013 Yorkshire Building Society Not upheldBanking and creditMr W complains that Yorkshire Building Society (“YBS”) bought his savings account and acquired his personal details from another account provider without his prior consent. He also complains that the re-registration procedure required by YBS was unnecessary and poorly managed, causin... (2 pages)View decision -
Decision Reference DRN-4191832
1 Sep 2023 Caledonian Consumer Finance Ltd Not upheldConsumer CreditDRN-4191832 The complaint Mr K complains that he was mis-sold a training course he purchased using a loan from Caledonian Consumer Finance Ltd (“Caledonian”). Mr K is represented by another party but to keep things simple I’ll just refer to Mr K in my decision. What happened On 28 October ... (4 pages)View decision -
Decision Reference DRN0621293
21 Oct 2014 Be Wiser Insurance Services Ltd Not upheldInsurance (excluding PPI)Mr K complains about the way Be Wiser Insurance Services Ltd has administered his motorinsurance policy and about the outstanding balance he has to pay upon its cancellation.backgroundMr K arranged a motor insurance policy through Be Wiser. He was sent the policydocuments. Some months l... (5 pages)View decision -
Decision Reference DRN8573144
12 Feb 2015 Barclays Bank Plc Not upheldBanking and creditMr and Mrs T have complained about the validity of a mortgage contract with Barclays Bank Plc.backgroundMr and Mrs T were customers of Barclays, having granted a mortgage to Barclays taken out in 2008 as security for a loan. The loan was repaid in August 2014. In May 2014 Mr and Mrs T ... (3 pages)View decision -
Decision Reference DRN3355009
18 Jun 2015 Financial Administration Services Limited Not upheldInvestment and pensionsMrs T complains that Financial Administration Services Limited (“Fidelity”) isn’t able to transfer part of her Individual Savings Account (ISA) to another ISA manager. This wasn’t made clear in the original documentation.Mr T brings the complaint on Mrs T’s behalf.backg... (2 pages)View decision -
Decision Reference DRN-2973943
27 Sep 2021 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-2973943 The complaint Mr L has complained about the service provided by the National Farmers' Union Mutual Insurance Society Limited (‘NFU’) in administering and responding about his motor insurance policy. What happened Mr L took out a motor insurance cover with the NFU in April ... (3 pages)View decision
