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 DRN0242441
28 Feb 2018 BISL Limited Not upheldInsurance (excluding PPI)Miss K complains that BISL Limited insured her for the wrong car when she took out a motor insurance policy so she was stopped for driving whilst uninsured. Miss K is represented in this matter by her brother.backgroundMiss K called BISL to change the car covered b... (2 pages)View decision -
Decision Reference DRN-2746827
8 May 2021 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-2746827 The complaint Mr M complains about how American Express Services Europe Limited (AESEL) dealt with his promotional offer application. What happened Mr M says he tried to register in December 2020 for an AESEL promotional offer. He says he was unable to do so and wasn’t told he ... (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 -
Decision Reference DRN-3014237
6 Sep 2021 Acasta European Insurance Company Limited UpheldInsuranceDRN-3014237 The complaint Mr B complains about Acasta European Insurance Company Limited (Acasta) under his guarantee insurance policy. He believes Acasta unfairly declined a claim because he hadn’t obtained a separate installer guarantee from the contractor that replaced his roof. In this... (3 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 DRN7959153
18 Jun 2015 Financial Administration Services Limited Not upheldInvestment and pensionsMr T complains that Financial Administration Services Limited (“Fidelity”) isn’t able to transfer part of his Individual Savings Account (ISA) to another ISA manager. This wasn’t made clear in the original documentation.backgroundMr T has an ISA account with Fidelity, w... (2 pages)View decision -
Decision Reference DRN-5064551
7 Oct 2024 Accord Mortgages Limited UpheldMortgagesDRN-5064551 The complaint Ms N complains that when she asked Accord Mortgages Limited to send her full details of all the personal information it held for her, on a recently redeemed mortgage, Accord sent all that information to the wrong address. What happened Ms N told our service tha... (3 pages)View decision -
Decision Reference DRN3472122
18 Jul 2013 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs G complain that National Westminster Bank Plc has lost the title deeds to their property. They say the deeds date back to the 1700’s and the loss of them could materially affect a future sale of their property. background In 1995 Mr and Mrs G took out a mortgage with NatWe... (2 pages)View decision -
Decision Reference DRN-3238864
9 Mar 2022 Lex Autolease Ltd Not upheldConsumer CreditDRN-3238864 The complaint Mrs B complains about the way that Lex Autolease Limited had dealt with the transfer of a cherished registration number when she returned a car at the end of a hire agreement. What happened A car was supplied to Mrs B under a hire agreement with Lex Autolease that... (3 pages)View decision -
Decision Reference DRN8409569
29 Sep 2017 Santander UK Plc Not upheldBanking and creditMr and Mrs B complain that Santander UK Plc’s conveyancers didn’t properly deal with their remortgage application. They want answers and compensation.backgroundMr and Mrs B wanted to remortgage with Santander and move from another lender. They wanted to make an overpa... (2 pages)View decision