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 4361 results
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Decision Reference DRN2287373
11 Aug 2016 One Call Insurance Services Limited UpheldInsurance (excluding PPI)Mrs F has complained that One Call Insurance Services Limited unfairly cancelled her motor insurance policy.background Mrs F bought a motor policy through a broker, One Call. She didn’t mention a notification only incident from 2013, so the insurer wanted Mrs F to provide... (2 pages)View decision -
Decision Reference DRN-5632942
19 Jun 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5632942 The complaint Mr P is unhappy that Motability Operations Limited trading as Motability (MOL) terminated his contract after the car supplied to him under a hire agreement was seized by the police. What happened In November 2023 Mr P was supplied with a new car through a hire ... (4 pages)View decision -
Decision Reference DRN5727234
10 Oct 2014 Nationwide Building Society Not upheldBanking and creditMrs G, executor of the late Mrs K complains that Nationwide Building Society prevented her registration of a joint power of attorney and refused to allow her to register as executor of her late mother’s estate. She says that Nationwide’s actions prevented her from discovering misappropria... (4 pages)View decision -
Decision Reference DRN7440082
4 Mar 2016 1st Credit Limited Not upheldBanking and creditMs M complains that 1st Credit Limited wrongly refuses to remove adverse data registered on her credit file.backgroundMs M owed debts to a bank.1st Credit bought the debts and took legal proceedings against Ms M to recover the money. Ms M says that 1st Credit fail... (2 pages)View decision -
Decision Reference DRN8573144
12 Feb 2015 Barclays Bank Plc Not upheldBanking and creditMr and Mrs T have complained about the validity of a mortgage contract with Barclays Bank Plc.backgroundMr and Mrs T were customers of Barclays, having granted a mortgage to Barclays taken out in 2008 as security for a loan. The loan was repaid in August 2014. In May 2014 Mr and Mrs T ... (3 pages)View decision -
Decision Reference DRN-2973943
27 Sep 2021 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-2973943 The complaint Mr L has complained about the service provided by the National Farmers' Union Mutual Insurance Society Limited (‘NFU’) in administering and responding about his motor insurance policy. What happened Mr L took out a motor insurance cover with the NFU in April ... (3 pages)View decision -
Decision Reference DRN-4311869
30 Aug 2023 Markel International Insurance Company Limited Not upheldInsuranceDRN-4311869 The complaint K, a business, complains about a claim it made on its Markel International Insurance Company Limited (Markel) business insurance policy. K says Markel unfairly declined its claim. What happened In 2020 K’s business premises was flooded so it relocated to temporary... (3 pages)View decision -
Decision Reference DRN0170390
23 May 2013 Yorkshire Building Society Not upheldBanking and creditMr W complains that Yorkshire Building Society (“YBS”) bought his savings account and acquired his personal details from another account provider without his prior consent. He also complains that the re-registration procedure required by YBS was unnecessary and poorly managed, causin... (2 pages)View decision -
Decision Reference DRN3820832
31 Mar 2016 Santander UK Plc UpheldBanking and creditMr and Mrs S complain that Santander UK Plc has lost their deeds. The property is currently unregistered and they want Santander to register it. They also complain about Santander’s poor customer service.backgroundThe circumstances leading to Mr and Mrs S’ complaint... (5 pages)View decision -
Decision Reference DRN-4019961
1 Aug 2023 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4019961 The complaint Mr N has complained about his experience when using the banking app for his account with The Co-operative Bank Plc (‘The Co-op’). What happened Mr N registered for The Co-op’s banking app. He wanted to use biometric authentication so that he could log into his acc... (4 pages)View decision
