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 DRN8601201
6 Mar 2015 UK Insurance Limited Not upheldInsurance (excluding PPI)Ms J’s complaint is that U K Insurance Limited’s breakdown agent effectively stole her car and she wants the scrap value of £750. backgroundMs J’s car broke down so she called for assistance under her breakdown policy. The car was taken to her home address because garages were closed ... (2 pages)View decision -
Decision Reference DRN-2945627
29 Jul 2021 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-2945627 The complaint Miss T complains about the settlement Accredited Insurance (Europe) Limited offered her after a claim made on her motor insurance policy. What happened Miss T bought a car privately for £3,800 and two weeks later she crashed into a wall, hurting herself. The poli... (3 pages)View decision -
Decision Reference DRN-4044880
25 May 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4044880 The complaint Mr R complains that Lloyds Bank PLC has lost his deeds for a piece of land he owns. Mr R is represented by his son in law in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments he has made as being made by Mr R himself. What... (3 pages)View decision -
Decision Reference DRN-2902976
19 Jul 2021 Barclays Bank UK PLC Not upheldMortgagesDRN-2902976 The complaint Mr R has complained that Barclays Bank UK Plc has told him that his title deeds comprise an electronic record. Mr R wants Barclays to provide him with his actual paper title deeds or to compensate him for these having been destroyed by the bank. What happened Mr R... (3 pages)View decision -
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 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 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 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 -
Decision Reference DRN-5448454
9 Apr 2025 Santander UK Plc Not upheldMortgagesDRN-5448454 The complaint This complaint has been brought to us on behalf of the estate of Mr M (who I’ll refer to as Mr M1) by his executors. One of the executors, who I’ll refer to as Mr M2, has dealt with the complaint. Mr M2 says Santander is responsible for the loss of the title de... (3 pages)View decision -
Decision Reference DRN6622530
19 Aug 2013 RCI Financial Services Limited Not upheldBanking and creditMr S complains that RCI Financial Services Limited (“RCI”) did not allow him to voluntarily terminate a hire purchase agreement. backgroundMr S bought a car in September 2005, financed by a hire purchase agreement with RCI Financial Services (then trading as Nissan Finance (GB) Limited)... (2 pages)View decision