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 4196 results
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Decision Reference DRN2654666
18 Oct 2016 Santander UK Plc UpheldBanking and creditMr and Mrs T complaint that Santander UK Plc wrongly re-registered a default on their credit files.background Santander has agreed it made a mistake when it re-registered a default on Mr and Mrs T’s credit files in 2010. The default had originally been registered in A... (2 pages)View decision -
Decision Reference DRN0603388
29 Aug 2013 MBNA Limited Not upheldBanking and creditMr D complains that MNBA Limited sold the debt on his credit card and did not comply with the Lending Code. backgroundMr D began to suffer financial difficulties when his wife’s mental health problems deteriorated and she was unable to work as many days a week as had been expected. He c... (2 pages)View decision -
Decision Reference DRN7024588
26 Feb 2015 Bank of Scotland Plc Not upheldBanking and creditMrs D complains that Bank of Scotland plc (trading as BM Savings) didn’t tell her when her bond was about to mature and it failed to register her to receive gross interest.backgroundMrs D’s bond matured in 2013. But she didn’t receive notice from BM Savings that the bond was about to mat... (2 pages)View decision -
Decision Reference DRN8565636
24 Oct 2016 Express Finance (Bromley) Limited Not upheldBanking and creditMr N complains that Express Finance (Bromley) Limited (trading as “Payday Express”) misled him into taking four payday loans.backgroundMr N took out four payday loans with Payday Express prior to December 2013. He says he took out these loans because he saw an advert s... (1 page)View decision -
Decision Reference DRN-3781592
29 Jun 2023 Revolut Ltd UpheldBanking and PaymentsDRN-3781592 The complaint Mr C complains that Revolut Ltd won’t refund disputed transactions carried out on Mr C’s account. What happened Mr C had an account with Revolut. On 17 February 2022 two smart watches were registered on his account to be used as payment devices. On 17 February 202... (4 pages)View decision -
Decision Reference DRN1457530
19 Jan 2017 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr B and Ms B complain about the valuation Admiral Insurance Company Limited put on Ms B’s car after it was declared a total loss, and that it took five weeks to make an offer. backgroundMs B had motor insurance with Admiral and her son, Mr B, was a named driver on... (2 pages)View decision -
Decision Reference DRN0600900
28 Dec 2018 Bank of Ireland (UK) Plc Not upheldBanking and creditMrs A complains that the Bank of Ireland (UK) Plc trading as Post Office Money has refused to accept a Power of Attorney for her to act on her grandfather’s (Mr E’s) account. She says that the Post Office has requested further forms to be completed and further i... (2 pages)View decision -
Decision Reference DRN6248086
11 Jul 2014 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Ms D complains that Admiral Insurance Company Limited made a mistake when it settled a claim against her motor insurance policy and recorded it as a fault.backgroundA third party contacted Admiral and said its vehicle had been hit by Ms D’s car while it was parked. Ms D said she was not... (2 pages)View decision -
Decision Reference DRN-4642787
21 Aug 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4642787 The complaint Mrs B complains about the service she received from BMW Financial Services(GB) Limited (“BMW”) when she wanted to acquire a new car using a credit agreement. She says there were delays and then BMW told her it wasn’t able to provide the finance on the same term... (3 pages)View decision -
Decision Reference DRN0367571
8 Mar 2019 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr O has complained about Advantage Insurance Company Limited’s handling of his car insurance policy.backgroundMr O was involved in an accident in mid-November 2017. He didn’t claim on his policy until the end of January 2018. Before Mr O claimed on his policy, he had ... (3 pages)View decision
