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-5735294
15 Aug 2025 AWP P&C S.A. UpheldInsuranceDRN-5735294 The complaint Mr K complains AWP P&C S.A. (“AWP”) has unfairly declined his claim on his motor warranty policy. He says this has caused him a great deal of distress and inconvenience. All references to AWP include its agents. What happened Mr K bought a car in July 2019.... (3 pages)View decision -
Decision Reference DRN2211269
27 Mar 2020 Santander UK Plc Not upheldBanking and creditMr P has complained that Santander UK Plc won’t add his requested power of attorney, Mr W, onto his accounts without Mr W providing Santander some personal information.backgroundIn January 2019 Mr P went into a Santander branch with Mr W to add him onto their records as Mr P’s representati... (3 pages)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-5137024
13 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5137024 The complaint Mr D complains about how his insurer, Admiral Insurance (Gibraltar) Limited (Admiral) valued his vehicle as a total loss following a collision. Any reference to Admiral in this decision includes their agents. This decision covers Mr D’s complaint brought to t... (5 pages)View decision -
Decision Reference DRN0076257
11 Feb 2020 Calpe Insurance Company Limited Not upheldInsurance (excluding PPI)Mr A complains that Calpe Insurance Company Limited cancelled his motor insurance policy from the start (voided it) and charged him for another driver’s costs following a collision.background Mr A was involved in an accident with another driver. He made a claim, but Calpe then found that h... (3 pages)View decision -
Decision Reference DRN8743404
8 May 2019 Omni Capital Retail Finance Limited Not upheldBanking and creditMr R complains that Omni Capital Retail Finance Limited (“Omni”) have refused to allow him to cancel a finance agreement for his daughters training, despite the request being made within the relevant cooling off period.He also complains that: they failed to make rea... (3 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-5168211
13 Dec 2024 Haven Insurance Company Limited Not upheldInsuranceDRN-5168211 The complaint Mr D complains that Haven Insurance Company Limited (“Haven”) mishandled his van insurance policy. What happened The subject matter of the insurance was a van that had first been registered in 2005. Mr D acquired the van. Mr D used an insurance intermediary ... (4 pages)View decision