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 4777 results
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Decision Reference DRN0433995
29 Oct 2013 Barclays Bank Plc Not upheldBanking and creditMr D complains that Barclays Bank Plc has unfairly registered adverse information about him, after his account was used by a third party to carry out a fraudulent cheque transaction. backgroundMr D was approached by a fellow student, whom he had recently met, and persuaded to provide h... (3 pages)View decision -
Decision Reference DRN-5192759
19 Dec 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5192759 The complaint Mr W is unhappy with Admiral Insurance (Gibraltar) Limited’s correspondence with him when they wrongly told him his vehicle had been involved in an accident. What happened On 31 July 2024, Mr W received an email from Admiral which said they’d been notified of ... (2 pages)View decision -
Decision Reference DRN4366537
12 Jun 2017 Financial Administration Services Limited UpheldInvestment and pensionsMr C is complaining about Financial Administration Services Limited (trading as Fidelity) because it cashed some of his investments when he applied to transfer them from another platform, rather than transferring them in-specie as he requested.background In 2016, Mr C... (6 pages)View decision -
Decision Reference DRN1366391
31 Jul 2013 Barclays Bank Plc Not upheldBanking and creditsummary of complaintMr B complains that Barclays Bank Plc (“Barclays”) registered a default on his credit file when it ought not to have done so. He says because of the registration he had to pay more for his new credit than he ought to have done. He complains the bank took too long t... (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 DRN7053447
29 Jan 2015 Motability Operations Limited Not upheldInsurance (excluding PPI)Mr W complains that Motability Operations Limited (MO) left him technically without motor insurance cover for a period between May and June 2014. backgroundMr W leases a car through the Motability scheme. His monthly payment includes the cost of motor insurance. In May 2014 his three ... (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-4224603
4 Oct 2023 Embark Services Limited UpheldPensions and AnnuitiesDRN-4224603 The complaint Mr T has complained about several issues concerning the administration of his Self-Invested Personal Pension (SIPP) by Embark Services (“Embark”), formerly Hornbuckle Mitchell. In summary, his concerns relate to: Embark failing to correctly set up VAT registratio... (9 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