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 4196 results
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Decision Reference DRN7919254
16 May 2018 Bank of Scotland Plc UpheldBanking and creditMr and Mrs D complain that the Bank of Scotland plc withdrew a mortgage offer withoutgood reason. They are also unhappy that information about the application was passed to afraud prevention agency, CIFAS.backgroundMr and Mrs D applied for a mortgage and an offer ... (2 pages)View decision -
Decision Reference DRN6694522
10 Jan 2018 Yorkshire Building Society Not upheldBanking and creditMs L complains that Yorkshire Building Society has lost her title deeds and her divorce decree.backgroundIn April 2017 Ms L repaid her YBS mortgage, and YBS executed a discharge of standard security (the property being in Scotland) on 26 April. On 15 May YBS wrote to... (2 pages)View decision -
Decision Reference DRN4367956
7 Dec 2016 Metropolitan International Schools Limited Not upheldBanking and creditMr P complains that Metropolitan International Schools Limited, trading as ATL Practical Training, (“MISL”), didn’t tell him that the training course he applied to do with it, would have to be completed within three years.backgroundMr P enrolled on a course with MISL in F... (2 pages)View decision -
Decision Reference DRN7765931
13 Aug 2015 HSBC Bank plc Not upheldBanking and creditMr L complains that HSBC Bank plc unfairly registered a small debt against his name without his knowledge, resulting in his credit score being badly affected.background Three debit card transactions for foreign road tolls were made on Mr L’s account, totalling £93.65.... (3 pages)View decision -
Decision Reference DRN8190065
20 Jan 2017 Autonet Insurance Services Limited Not upheldInsurance (excluding PPI)Ms C complains that, despite having taken out car insurance with Autonet Insurance Services Limited, she was stopped by the police and is now being prosecuted for driving without insurance.backgroundAt the time Ms C took out the insurance on 31 July 2016, her Land ... (2 pages)View decision -
Decision Reference DRN-2654584
4 Mar 2021 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-2654584 The complaint Mr W is unhappy that Liverpool Victoria Insurance Company Limited (LV) cancelled his motor insurance policy. What happened In May 2020, after acquiring a new car Mr W said he asked LV to update his car details and motor insurance cover. Mr W’s policy with LV was d... (3 pages)View decision -
Decision Reference DRN-4895140
9 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4895140 The complaint Miss S complains about how Barclays Bank UK PLC trading as Barclaycard has dealt with problems she has faced with the online access to her credit card account. What happened Miss S holds a credit card with Barclays that she opened in December 2023. Initially Mi... (3 pages)View decision -
Decision Reference DRN-1600524
24 Sep 2020 Lexham Insurance Consultants Limited Not upheldInsuranceDRN-1600524The complaintMr C’s father complains on behalf of his son that Lexham Insurance Consultants Limited misled him into believing his son’s scooter was insured under a motorcycle insurance policy sooner than it was. For the purpose of my decision I’ll refer to the policyholder as Mr... (2 pages)View decision -
Decision Reference DRN8774792
30 Nov 2016 PSA Finance UK Limited Not upheldBanking and creditMr H complains about the amount charged by PSA Finance UK Limited, trading as Peugeot Financial Services, when he terminated his hire purchase agreement.backgroundA car was supplied to Mr H under a hire purchase agreement with Peugeot Financial Services that he signe... (2 pages)View decision -
Decision Reference DRN2914191
28 Jul 2016 BISL Limited Not upheldInsurance (excluding PPI)Mr P’s complained that BISL Limited passed on the wrong registration details to an insurer when he bought a motor insurance policy through a comparison website. Mr P’s mother, Mrs P is representing him in his complaint.backgroundMr P’s policy was due for renewal and... (2 pages)View decision
