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 4310 results
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Decision Reference DRN-3444715
21 Jun 2022 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-3444715 The complaint Mr G complains that a car he acquired via a conditional sale agreement with Santander Consumer (UK) Plc was mis-sold to him. What happened In January 2019 Mr G saw an advertisement for a used car. The supplying dealer stated that its policy was to provide cars wit... (4 pages)View decision -
Decision Reference DRN-4421297
6 Nov 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4421297 The complaint Mr M1 complains about Liverpool Victoria Insurance Company Limited (“LV”) and their decision to decline claims made on his motor insurance policy. What happened Mr M1 held a motor insurance policy, underwritten by LV. Mr M2, the son of Mr M1, was listed as a named... (4 pages)View decision -
Decision Reference DRN-3456122
29 Apr 2022 Bank of Scotland Plc UpheldMortgagesDRN-3456122 The complaint Mr B and Ms M complain about the refusal by Bank of Scotland plc trading as Halifax to approve their application to remortgage in their names a property that was in the legal ownership of Ms M and her former husband, Mr M. What happened Ms M and her ex-husband div... (8 pages)View decision -
Decision Reference DRN-5271047
20 May 2025 esure Insurance Limited Not upheldInsuranceDRN-5271047 The complaint Mr F complains about how his insurer, esure Insurance Limited (esure) valued his vehicle as a total loss following an accident. Any reference to esure in this decision includes their agents. What happened In August 2024 Mr F’s vehicle was involved in an accid... (5 pages)View decision -
Decision Reference DRN-3706235
11 Oct 2022 Embark Investment Services Limited UpheldPensions and AnnuitiesDRN-3706235 The complaint Mr S complains that Embark Investment Services Limited (“Embark”) failed to transfer his self-invested personal pension (“SIPP”) to another provider in a timely manner. What happened I issued a provisional decision on this complaint in August 2022. In that decisio... (4 pages)View decision -
Decision Reference DRN-5210114
13 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5210114 The complaint O – a limited company – complains about the way that HSBC UK Bank Plc handled an application for a commercial mortgage. What happened O applied for a commercial mortgage with HSBC. O complains about how HSBC handled that application: There were many issues wi... (5 pages)View decision -
Decision Reference DRN0555288
31 Oct 2014 Bank of Scotland Plc Not upheldBanking and creditMr L complains that Bank of Scotland plc (trading as Halifax) unfairly registered information about him with a fraud prevention database.background Mr L opened an account with Halifax. Around six weeks later, two payments totalling £1,850 were credited to the account. On the same day t... (3 pages)View decision -
Decision Reference DRN-5353043
18 Mar 2025 The Mortgage Business Plc Not upheldMortgagesDRN-5353043 The complaint Mr and Mrs D’s complaint is about the way The Mortgage Business Plc (TMB) dealt with the sale of a buy-to-let (BTL) property. After the mortgage term expired, Mr and Mrs D tried to sell the property, but without success. They agreed with TMB that it would take ... (5 pages)View decision -
Decision Reference DRN8132181
9 Jul 2019 Acromas Insurance Company Limited UpheldInsurance (excluding PPI)Mr W complains about poor claims handling by Acromas Insurance Company Limited("Acromas") when his car was badly damaged in an accident and he claimed under hismotor insurance policy with Acromas.backgroundI issued a provisional decision on this complaint on 26 June 2019. Mr W sa... (5 pages)View decision -
Decision Reference DRN-3859969
15 Dec 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3859969 The complaint Mr M complains that the car he acquired through a hire purchase agreement with Volkswagen Financial Services (UK) Limited (VWFS) wasn’t fit for purpose. What happened Mr M entered into a hire purchase agreement with VWFS in October 2019 to acquire a used car. At t... (5 pages)View decision
