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 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 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 DRN1589796
31 May 2013 The Society of Lloyd's UpheldInsurance (excluding PPI)Mr A’s complaint relates to the Society of Lloyd‘s failure to deal with a third party claim on his behalf. backgroundThe Society of Lloyd’s accepted that as a result of its poor claim handling the third party instigated legal proceedings which resulted in a CCJ being registered agains... (2 pages)View decision -
Decision Reference DRN-3669921
26 Aug 2022 Fortrade Limited UpheldInvestmentsDRN-3669921 The complaint Mr A complains, through his solicitors, about the service provided by Fortrade Limited. In short the solicitors complain that it: Was negligent in mis-representing the risks involved in trading Contracts for Difference (“CFD”). Misled Mr A about the extent of co... (8 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 DRN6166278
28 Nov 2013 Simplyhealth Access Not upheldInsurance (excluding PPI)Mr N has complained about the decision by Simplyhealth Access (“Simpyhealth”) to allocate the cost of treatment he had carried out on his tooth to his ‘current’ claiming year and also its refusal to regard further treatment he had carried out as falling under the category of ‘emergency t... (3 pages)View decision -
Decision Reference DRN-5292177
19 Mar 2025 esure Insurance Limited UpheldInsuranceDRN-5292177 The complaint Mr R has complained about problems he had with esure Insurance Limited when he tried to renew his car insurance policy in November 2023. And about the further problems he had with the new policy he took out with regards to changing the vehicle insured under it ... (3 pages)View decision -
Decision Reference DRN0992877
24 Oct 2018 Hastings Insurance Services Limited Not upheldInsurance (excluding PPI)Mr O has complained that Hastings Insurance Services Limited unfairly cancelled his car insurance policy. backgroundMr O bought a car insurance policy through Hastings Insurance Services (Hastings) in January 2018. It acted as the agent for the insurer of Mr O’s poli... (3 pages)View decision -
Decision Reference DRN-4793620
3 Jun 2024 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4793620 The complaint Mrs B complains that The Co-operative Bank Plc (“Co-op”) incorrectly recorded her as being deceased. This resulted in her accounts being frozen, transactions being declined and direct debits and standing orders being cancelled. She is also unhappy at the service s... (4 pages)View decision -
Decision Reference DRN-2834579
28 Jun 2021 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-2834579 The complaint Mr P complains that Sainsbury’s Bank Plc failed to send him account statements which resulted in a default being unfairly registered on his credit file. What happened Mr P says he didn’t receive regular credit card account statements from Sainsbury’s and as a resu... (3 pages)View decision
