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 4152 results
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Decision Reference DRN0899337
14 May 2014 Yorkshire Building Society Not upheldBanking and creditMr and Mrs T complain that Yorkshire Building Society has unfairly introduced one off on-line registration as a requirement for its telephone banking service. They want it to maintain their previous arrangement and to pay them compensation for their distress and inconvenience. our ... (2 pages)View decision -
Decision Reference DRN4995093
20 May 2019 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr F has complained about how Admiral Insurance Company Limited has dealt with his claim under his car insurance policy.backgroundMr F described two incidents of damage to his car with Admiral. Admiral has treated these incidents as two claims. Mr F’s first claim is for... (2 pages)View decision -
Decision Reference DRN-4757656
1 May 2024 Equifax Limited Not upheldConsumer CreditDRN-4757656 The complaint Mr G complains that Equifax Limited unnecessarily asked him to provide identification to complete its registration process. Mr G also complains that Equifax asked him for identification to complete a deletion request he made. What happened At the beginning of Dece... (2 pages)View decision -
Decision Reference DRN-4760590
7 May 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4760590 The complaint Mr I complains about the way Advantage Insurance Company Limited handled a claim he made on his motor insurance policy. What happened In February 2023, Mr I made a claim on his car insurance policy. He said he’d been stationary, when a car had reversed into him. H... (3 pages)View decision -
Decision Reference DRN1694223
9 Jul 2013 Micro Lend UK Limited UpheldBanking and creditMr N complains that Micro Lend UK Limited took funds from his account without his authority.backgroundMr N took out a loan with Micro Lend which he did not repay. Micro Lend obtained judgment against him in the county court in November 2011. Mr N was ordered to pay the judgment debt in... (2 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 DRN2137344
27 Jun 2013 National Westminster Bank Plc Not upheldBanking and creditMr A complains that National Westminster Bank Plc did not remove a default on his account.backgroundBecause of arrears on Mr A’s account the bank registered a default. Following litigation the arrears were cleared but the bank did not remove the default registration. It eventually did... (1 page)View decision -
Decision Reference DRN3318736
16 Feb 2018 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mr H has complained that Tesco Underwriting Limited unfairly cancelled his car insurance policy as if it never existed. backgroundMr H obtained a quote through a comparison website for a car insurance policy with Tesco. He called Tesco to buy the policy. Mr H added his s... (2 pages)View decision -
Decision Reference DRN7094313
18 Apr 2016 Nationwide Building Society UpheldBanking and creditMr J complains that Nationwide Building Society lost the pre-registration deeds of his house.background When Mr J paid off his Nationwide mortgage he didn’t get the title deeds which preceded registration of the title at the Land Registry. When he complained to Nationwi... (2 pages)View decision -
Decision Reference DRN-4715489
17 Oct 2024 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4715489 The complaint Mr M complains about a car he acquired through a hire purchase agreement with Volkswagen Financial Services (UK) Limited (VWFS). Mr M is unhappy that he was not provided with the V5 registration document when he got the car and he has since been unable to tax t... (3 pages)View decision
