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 4790 results
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Decision Reference DRN-3417945
12 Sep 2022 Westfield Contributory Health Scheme Not upheldInsuranceDRN-3417945 The complaint Mr K complains about how Westfield Contributory Health Scheme dealt with his private health insurance claim. What happened Mr K has a private health insurance cash back plan insured by Westfield. On or about 1 June 2021 Mr K saw a doctor abroad who sent him a repo... (4 pages)View decision -
Decision Reference DRN-5385209
29 Aug 2025 Freetrade Limited UpheldInvestmentsDRN-5385209 The complaint Mr A held 708 Polymetal Plc shares in Freetrade Limited’s (‘Freetrade’) nominee account. After the shares were delisted from the London Stock Exchange (‘LSE’) Mr A complained that Freetrade didn’t advise on a process to transfer the shares or what options were ... (5 pages)View decision -
Decision Reference DRN9559912
13 Dec 2019 Calpe Insurance Company Limited UpheldInsurance (excluding PPI)Mr D has complained that Calpe Insurance Company Limited unfairly cancelled his car insurance policy and looked to recover third party claim costs from him. backgroundMr D bought a car insurance policy with Calpe. In March 2018 Calpe received a claim from a third party’s representative (TP... (5 pages)View decision -
Decision Reference DRN8636750
31 Oct 2014 Letchworth Autoway Centre Limited UpheldPayment protection insurance (PPI)This complaint is about a single premium payment protection insurance (“PPI”) policy, sold alongside a hire purchase agreement in 2007. Mr C says that Letchworth Autoway Centre Limited (“Letchworth”) mis-sold the policy.backgroundThe background to this complaint is set out in my provis... (5 pages)View decision -
Decision Reference DRN-3147509
7 Nov 2021 Allied World Assurance Company (Europe) dac UpheldInsuranceDRN-3147509 The complaint Mr M complains on behalf of “R”, a limited company, that Allied World Assurance Company (Europe) dac (“Allied World”) unfairly voided and terminated R’s buildings insurance policy. What happened R is a company which was formed by the leaseholders of a residential... (4 pages)View decision -
Decision Reference DRN2383877
10 Jan 2019 Mortgage Compare Limited Not upheldBanking and creditMs A complains that Mortgage Compare Limited trading as Mortgage and Insurance Professionals (“MIP”) acted unfairly and unreasonably when acting as her mortgage broker. She wants a county court judgment (“CCJ”) removed from her credit records.backgroundMs A wanted a mortgag... (2 pages)View decision -
Decision Reference DRN1572392
12 Feb 2019 FirstRand Bank Limited UpheldBanking and creditMr D is unhappy with a car he bought on credit provided by FirstRand Bank Limited.backgroundMr D entered into a hire purchase agreement with FirstRand in March 2017 to finance the purchase of a car. He chose the car in question in reliance on an advert placed on line.... (2 pages)View decision -
Decision Reference DRN3699219
18 Jul 2019 UK Insurance Limited UpheldInsurance (excluding PPI)Mrs A complains that U K Insurance Limited (“UKI”) wrongly put her name in a letter it sent to a third party after she made a claim on her motor insurance policy following an accident.backgroundMrs A’s car was hit by a motorbike driven by an unidentified driver whilst it was parked outside... (2 pages)View decision -
Decision Reference DRN8405660
5 Sep 2014 Experian Limited Not upheldBanking and creditMr T complains that Experian Limited will not comply with his instruction to remove financial associations with his wife that are showing on his credit report. background Mr T accepts that, for the purposes of credit reference information, some limited registration of financial associat... (2 pages)View decision -
Decision Reference DRN9897285
31 Jan 2017 Santander UK Plc Not upheldBanking and creditMr L’s unhappy that Santander UK Plc won’t remove adverse information he thinks it’s unfairly recorded on his credit file. The information relates to an unauthorised overdraft that Mr L ran up when buying a laptop. He says the retailer told him his Santander debit card ... (2 pages)View decision