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 4938 results
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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 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 DRN3936561
26 Apr 2016 Txtloan Limited Not upheldBanking and creditMr K complains that Txtloan Limited (trading as MYJAR) has wrongly recorded late payments on his credit file.backgroundMr K took a £100 loan with MYJAR in 2011. He says that, following financial difficulty, he was unable to repay the loan and went into arrears. MYJA... (2 pages)View decision -
Decision Reference DRN2394368
30 Mar 2015 Equifax Limited Not upheldBanking and creditMrs D complains that Equifax Limited has recorded incorrect details for her, and this is affecting her credit score. backgroundMrs D joined Equifax on 9 June 2014 to view her credit score. Her electoral role information was not included. Mrs D wrote to Equifax about thi... (2 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 -
Decision Reference DRN-5519191
30 Apr 2025 Kingfisher Insurance Services Limited UpheldInsuranceDRN-5519191 The complaint Mr S has complained that Kingfisher Insurance Services Limited failed to correctly arrange a motor trade policy for him and that it said it would reimburse a police impound fee he had to pay . What happened Mr S bought a motor trade policy with a broker, Kingf... (3 pages)View decision -
Decision Reference DRN1175112
16 Jul 2014 Metropolitan International Schools Limited Not upheldBanking and creditMr B complains that Metropolitan International Schools Limited, trading as ATL Practical Training (“ATL”) misrepresented a training course to him, and that the course was not in fact suitable.backgroundMr B was sold a loan to finance a training course in March 2013. The course and the lo... (2 pages)View decision -
Decision Reference DRN6534025
23 Sep 2018 Insure The Box Limited UpheldInsurance (excluding PPI)Mrs G has complained about Insure The Box Limited. She isn’t happy that it cancelled her car insurance policy.backgroundMrs G took out car insurance with Insure The Box and it asked her to send proof of her no claims discount (NCD) which she did. Unfortunately she mistyp... (2 pages)View decision -
Decision Reference DRN-4191832
1 Sep 2023 Caledonian Consumer Finance Ltd Not upheldConsumer CreditDRN-4191832 The complaint Mr K complains that he was mis-sold a training course he purchased using a loan from Caledonian Consumer Finance Ltd (“Caledonian”). Mr K is represented by another party but to keep things simple I’ll just refer to Mr K in my decision. What happened On 28 October ... (4 pages)View decision -
Decision Reference DRN2195990
11 Dec 2015 IGO4 Limited Not upheldInsurance (excluding PPI)Mr R is unhappy that IGO4 Limited (IGO4) set up his car insurance for the wrong car. He wants them to refund his premiums.backgroundMr R took out his car insurance with IGO4 in July 2014.In April 2015 Mr R contacted IGO4 to change the car on his policy. At this sta... (2 pages)View decision