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
-
Decision Reference DRN2581370
18 Dec 2017 Callcredit Limited Not upheldBanking and creditMr P complains that he’s changed him name but Callcredit Limited hasn’t linked the credit file in his former name with his new name. backgroundMr P complained to Callcredit earlier this year that he’d changed his name but it hadn't linked the credit file in his ol... (2 pages)View decision -
Decision Reference DRN6869121
11 Aug 2016 UK Insurance Limited UpheldInsurance (excluding PPI)Mr R complains that UK Insurance Limited (“UKI”) didn’t obtain CCTV footage about an accident involving his car. He says also their investigation of this matter caused him distress.backgroundMr R’s car was damaged in an accident. He asked UKI to obtain CCTV footage,... (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 DRN-1991217
23 Jul 2020 esure Insurance Limited Not upheldInsuranceDRN-1991217 The complaintMr A complains that esure Insurance Limited is involved with incorrectly recording that his car has been written off when it hasn’t been. What happenedWhen Mr A tried to sell his car a dealer told him his insurer had recorded the car as having been written off. He... (2 pages)View decision -
Decision Reference DRN-5298849
12 May 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5298849 The complaint Mr L has complained about an excess mileage charge, following the end of his car finance agreement with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (‘AFS’). What happened Mr L entered into a hire agreement for a new car. He ret... (2 pages)View decision -
Decision Reference DRN-6118612
16 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6118612 The complaint Ms A complains that Santander UK Plc gave her conflicting information about her Individual Savings Account (ISA) and about a CIFAS marker against her name. CIFAS is the UK’s fraud alert service. What happened Ms A opened an ISA with Santander and paid money int... (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 -
Decision Reference DRN-3691014
14 Oct 2022 ITI Capital Limited UpheldInvestmentsDRN-3691014 The complaint Mr P has complained that ITI Capital Limited (‘ITI’) won’t provide him with a share certificate for a company in liquidation in which he is a shareholder. What happened In July 2020 Mr P’s two accounts, which he held with a previous firm that had gone into adminis... (3 pages)View decision