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 DRN0739046
4 Mar 2019 Close Brothers Limited Not upheldBanking and creditMrs M, represented by Mr M, complains that Close Brothers Limited sent information to an old address causing distress and costs.backgroundMrs M has a credit agreement with Close Brothers relating to her insurance policy. In October 2018, Mr M contacted Close Brothers ... (3 pages)View decision -
Decision Reference DRN0902956
11 Jul 2016 Decidebloom Limited Not upheldBanking and creditMr R complains that a car was misrepresented to him by Decidebloom Limited, trading as Stoneacre. He also complains about a dent on the car, that he wasn’t provided with the warranty information and that his name was spelt incorrectly on the registration form.backgr... (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-5622397
13 Jun 2025 Sabre Insurance Company Limited Not upheldInsuranceDRN-5622397 The complaint Mr M complains about Sabre Insurance Company Limited’s decision to decline a claim and cancel a car insurance policy. What happened Mr M had a car insurance policy with Sabre. In May 2024, he reported the theft of his car and made a claim. In November 2024, Sab... (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 DRN5199446
1 Aug 2014 BMW Financial Services (GB) Limited Not upheldBanking and creditMrs L complains about a car she bought from BMW Financial Services (GB) Limited under a hire purchase agreement. backgroundMrs L bought a car under a hire purchase agreement in November 2011. She understood that the car was manufactured in 2008, but was not registered until 2011. It l... (2 pages)View decision -
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 DRN2954527
18 Oct 2013 Lloyds Bank PLC Not upheldInvestment and pensionsMs K complains that she should have benefited from lower share dealing costs between November 2010 and July 2012 as a result of being a Premier Account holder. Ms K is looking for Lloyds Bank Plc (“Lloyds) to compensate her for the extra costs she says she has incurred.background Ms K... (2 pages)View decision -
Decision Reference DRN2255027
22 Sep 2017 Calpe Insurance Company Limited UpheldInsurance (excluding PPI)Mr S complains that Calpe Insurance Company Limited wouldn’t indemnify him under amotor insurance policy for a period during which it didn’t know about his car’s new numberplate. He says it also refused to renew the policy.backgroundMr S bought a new car (“car B”... (2 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