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 DRN0621293
21 Oct 2014 Be Wiser Insurance Services Ltd Not upheldInsurance (excluding PPI)Mr K complains about the way Be Wiser Insurance Services Ltd has administered his motorinsurance policy and about the outstanding balance he has to pay upon its cancellation.backgroundMr K arranged a motor insurance policy through Be Wiser. He was sent the policydocuments. Some months l... (5 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 DRN8091970
13 Jun 2016 UK Insurance Limited UpheldInsurance (excluding PPI)Mr D has complained about U K Insurance Limited. He isn’t happy that they incorrectly recorded his car registration number on his motor insurance policy, resulting in him almost being charged with driving without insurance.backgroundThree months after taking out his m... (2 pages)View decision -
Decision Reference DRN-2214004
28 Sep 2020 Saga Services Limited UpheldInsuranceDRN-2214004The complaintMr W is unhappy because Saga Services Limited (Saga) updated his car insurance policy with the incorrect vehicle details meaning his car was uninsured. What happenedIn July 2018, Mr W purchased a car insurance policy sold by brokers, Saga. In September 2018, he chan... (4 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 -
Decision Reference DRN-4595656
22 May 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4595656 The complaint Mr S complains that his buy to let mortgage lender Barclays Bank UK PLC caused a delay in the sale of his property. What happened Mr S had a mortgage with Barclays. He decided to sell his property. A sale was agreed and solicitors instructed. Mr S’s solicitors, wh... (3 pages)View decision -
Decision Reference DRN3355009
18 Jun 2015 Financial Administration Services Limited Not upheldInvestment and pensionsMrs T complains that Financial Administration Services Limited (“Fidelity”) isn’t able to transfer part of her Individual Savings Account (ISA) to another ISA manager. This wasn’t made clear in the original documentation.Mr T brings the complaint on Mrs T’s behalf.backg... (2 pages)View decision -
Decision Reference DRN8321659
6 Apr 2018 Marks & Spencer Financial Services plc Not upheldBanking and creditMrs G, who holds a registered lasting power of attorney (POA) for Mr G, complains about the policy of Marks & Spencer Financial Services Plc, trading as M & S Bank, to require sight of the whole of the POA. backgroundIn May 2017 Mrs G visited a branch of M &a... (2 pages)View decision -
Decision Reference DRN-5302433
25 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5302433 The complaint Mr L, on behalf of Mr W, complains that Santander restricted access to Mr W’s account following the registration of a Court of Protection Order. What happened Mr L complains on behalf of Mr W in his capacity as Mr W’s deputy, as appointed by the Court of Prote... (3 pages)View decision