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 4323 results
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Decision Reference DRN-2942092
9 Sep 2021 Advanced Payment Solutions Limited Not upheldBanking and PaymentsDRN-2942092 The complaint Mr B complains he was unable to access his online account provided by Advanced Payment Solutions Limited (trading as Cashplus). What happened On 14 October 2019, Mr B contacted Cashplus querying why he didn’t have access to his online account. He complained to Cas... (3 pages)View decision -
Decision Reference DRN5431242
1 Nov 2013 Santander UK Plc Not upheldBanking and creditMrs H complains – through her representative – that Santander UK Plc (‘Santander’) lost the title deeds to her property, which has caused her financial loss.background In 2012 Mrs H wished to redeem her mortgage with Santander, as she had agreed further lending from another lender for... (2 pages)View decision -
Decision Reference DRN6726287
8 Jul 2014 FCE Bank Plc Not upheldBanking and creditMs D complains that FCE Bank Plc, trading as Ford Credit, contacted her unnecessarily in relation to a debt which had been settled. She seeks compensation for the anxiety, distress and time spent trying to resolve this matter.background Ms D’s father acquired a car in autumn 2011 by hire... (2 pages)View decision -
Decision Reference DRN-5220296
20 May 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5220296 The complaint Mr W complains that The Royal London Mutual Insurance Society Limited (Royal London) caused avoidable delays to the in-specie transfer of his Self-Invested Personal Pension (SIPP) from it to a provider I’ll refer to as provider H. Mr W says these delays prevent... (6 pages)View decision -
Decision Reference DRN-4331170
14 Dec 2023 UK Mortgage Lending Ltd Not upheldMortgagesDRN-4331170 The complaint N and J have complained about a second charge mortgage they hold with UK Mortgage Lending Ltd trading as Pepper Money. What happened N and J took out this second charge mortgage in September 2018 with a lender called Optimum Credit. The mortgage amount was around ... (6 pages)View decision -
Decision Reference DRN6423019
1 Aug 2018 esure Insurance Limited Not upheldInsurance (excluding PPI)Mrs A complains about the valuation that esure Insurance Limited offered for her car under her motor insurance policy. She wants it to offer a fair market value.backgroundMrs A’s car was stolen and esure offered her £11,284, less the policy excess, as its pre-loss ma... (2 pages)View decision -
Decision Reference DRN3053148
14 Nov 2016 Automotive Compliance Ltd Not upheldBanking and creditMr H complains that Automotive Compliance Ltd mis-sold him a conditional sale agreement. He says he didn’t know he wouldn’t be the registered owner of the car. He wants all his payments refunded and his credit file amended. His complaint is brought on his behalf by a... (2 pages)View decision -
Decision Reference DRN1448649
8 Dec 2016 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. Not upheldInsurance (excluding PPI)Mr B has complained that Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. (Mapfre) refused to pay his motor warranty claim.backgroundMr B claimed on his policy after finding a problem with his turbo. Mapfre said it sent Mr B’s turbo to a specialist... (2 pages)View decision -
Decision Reference DRN-5411914
2 Jun 2025 U K Insurance Limited Not upheldInsuranceDRN-5411914 The complaint Mr B has complained that U K Insurance Limited trading as Direct Line (UKI) recorded a claim as a fault claim under his car insurance policy. What happened In January 2020 Mr B was involved in an incident. He said a lorry crossed lanes and collided into his car... (2 pages)View decision -
Decision Reference DRN-4777615
17 May 2024 Wakam UpheldInsuranceDRN-4777615 The complaint Mr E complains about how Wakam dealt with a claim he made on his car insurance policy after he was involved in an accident. What happened Mr E has a car insurance policy with Wakam. Unfortunately, in January 2023 Mr E was involved in an accident so... (3 pages)View decision
