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 4927 results
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Decision Reference DRN-5519191
30 Apr 2025 Kingfisher Insurance Services Limited UpheldInsuranceDRN-5519191 The complaint Mr S has complained that Kingfisher Insurance Services Limited failed to correctly arrange a motor trade policy for him and that it said it would reimburse a police impound fee he had to pay . What happened Mr S bought a motor trade policy with a broker, Kingf... (3 pages)View decision -
Decision Reference DRN3938427
21 Nov 2016 UK Insurance Limited Not upheldInsurance (excluding PPI)Miss A’s complained that U K Insurance Limited– trading as Churchill Insurance –refused to apply its uninsured driver promise under her motor insurance policy when she made a claim.Mr A is representing Miss A in her complaint.backgroundMiss A reported an incident to her... (2 pages)View decision -
Decision Reference DRN8174877
22 Jan 2014 FirstRand Bank Limited UpheldBanking and creditMr A complains about a car he bought through a hire purchase agreement with FirstRand Bank Limited. He says the car was sold to him with a number of faults which meant the car was illegal and could not be driven. There were also problems with the registration papers for the car and the... (10 pages)View decision -
Decision Reference DRN8094018
23 Sep 2018 National Westminster Bank Plc Not upheldBanking and creditMr E1, Mrs L and Mr E2 have complained that National Westminster Bank Plc failed to return their title deeds after they redeemed their mortgage. Mr E1 has conducted the complaint on behalf of all three complainants.backgroundIn 2005 Mr E1, Mrs L and Mr E2 (along ... (2 pages)View decision -
Decision Reference DRN0165268
8 Mar 2018 Complete Cover Group Ltd UpheldInsurance (excluding PPI)Mr T’s unhappy with the way Complete Cover Group Ltd (“CCG”) has administered his motor insurance policy.backgroundMr T called CCG to arrange motor insurance. But unfortunately it arranged the insurance with the incorrect car registration. Mr T was sent the policy ... (3 pages)View decision -
Decision Reference DRN-4406575
3 Jan 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4406575 The complaint Mr T complains The Co-operative Bank Plc (Co-op) won’t refund his travel costs. What happened Mr T applied for a Co-op account and was switching from another bank. As part of the incentive offer Mr T had to register for online banking. Mr T couldn’t register and s... (3 pages)View decision -
Decision Reference DRN-4191832
1 Sep 2023 Caledonian Consumer Finance Ltd Not upheldConsumer CreditDRN-4191832 The complaint Mr K complains that he was mis-sold a training course he purchased using a loan from Caledonian Consumer Finance Ltd (“Caledonian”). Mr K is represented by another party but to keep things simple I’ll just refer to Mr K in my decision. What happened On 28 October ... (4 pages)View decision -
Decision Reference DRN0857597
11 Oct 2013 Skipton Building Society Not upheldBanking and creditMr B complains that Skipton Building Society did not register a legal charge over part of his property when he took out a mortgage. That means that the title to this part of the property is not in his name. Mr B wants the society to register the land in his name.backgroundMr B app... (2 pages)View decision -
Decision Reference DRN4970649
12 Feb 2015 Southern Pacific Mortgage Limited Not upheldBanking and creditMr G has complained that Southern Pacific Mortgage Limited (SPML) has failed to provide him with evidence to show there is a valid mortgage contract. Mr G says that because SPML has failed to disclose all material, it should void his mortgage.backgroundIn August 2006 Mr G granted a ... (3 pages)View decision -
Decision Reference DRN8072738
10 Oct 2019 Mercedes-Benz Financial Services UK Limited Not upheldBanking and creditMr S complains about the amount that he’s been charged by Mercedes-Benz Financial Services UK Limited for damage to a car that he returned when his hire purchase agreement ended. He also complains about the service that he’s received from it.background A used car was supplied to Mr S under... (3 pages)View decision