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 4269 results
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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 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-3953070
8 Feb 2023 Ageas Insurance Limited UpheldInsuranceDRN-3953070 The complaint Mr L has complained about his motor insurer Ageas Insurance Limited (“Ageas”). He’s unhappy with its processes and the fact that it threatened to cancel his policy without making any investigations and without allowing him enough time to respond. What happened Mr... (4 pages)View decision -
Decision Reference DRN-4218008
7 Jul 2023 Cofunds Limited Not upheldInvestmentsDRN-4218008 The complaint Mrs G complains about the service provided by Cofunds Limited (trading as Aegon) during the process of arranging the re-registration of her Stocks and Shares Individual Savings Account (‘ISA’) and General Investment Account (‘GIA’) with a new provider (whom I’ll c... (5 pages)View decision -
Decision Reference DRN1116946
27 Mar 2020 Volkswagen Financial Services (UK) Limited Not upheldBanking and creditMr M complaint is about misrepresentation of his hire purchase agreement with Volkswagen Financial Services (UK) Limited (Audi). He says he agreed to a three year repayment period but the agreement was made out for a four year term. He wants the agreement to be amended back to a three year... (3 pages)View decision -
Decision Reference DRN3277758
2 May 2013 Bank of Scotland Plc Not upheldBanking and creditMiss R complains that Bank of Scotland Plc (trading as Halifax) has declined her claim under section 75 of the Consumer Credit Act 1974 for a refund of a registration fee paid to a dating agency. backgroundMiss R joined a dating agency and paid a registration fee. She says she was t... (2 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 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 DRN1887939
21 Nov 2019 Lloyds Bank PLC Not upheldBanking and creditMrs P has complained that Lloyds Bank PLC is unreasonably refusing her access to money in her account. Lloyds has asked Mrs P to provide certain information, but Mrs P thinks Lloyds’ request is unreasonable. backgroundA large sum of money was paid into Mrs P’s account. Lloyds told Mrs P it... (2 pages)View decision
