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 4395 results
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Decision Reference DRN1224094
25 Feb 2014 Lloyds Bank PLC Not upheldPayment protection insurance (PPI)Mrs L complains that she was mis-sold a monthly premium payment protection insurance (“PPI”) policy by Lloyds Bank PLC. The policy was sold in connection with a credit card in 1997. In essence, Mrs L states that she does not remember PPI ever being discussed and that it was added to he... (3 pages)View decision -
Decision Reference DRN-5686482
28 Jul 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5686482 The complaint Miss D complains that First Central Underwriting Limited (“First Central”) mishandled her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car made by a premium-brand car-maker with a diesel... (3 pages)View decision -
Decision Reference DRN-4849256
20 Nov 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4849256 The complaint Mr C complains about a car he acquired with credit provided by MotoNovo Finance Limited. What happened In August 2022 Mr C entered into a regulated hire purchase agreement with MotoNovo to finance his purchase of a used car. The car was seven years old, it had ... (2 pages)View decision -
Decision Reference DRN-2385204
4 Feb 2021 Bank of Scotland Plc Not upheldMortgagesDRN-2385204 The complaint Mr R and Mr R complain about their mortgages with Bank of Scotland plc trading as Halifax. What happened Mr R and Mr R own two properties which are next door to each other. Both are mortgaged to Halifax. Mr R and Mr R decided to carry out building works to the pro... (3 pages)View decision -
Decision Reference DRN1872556
7 Mar 2014 OneSavings Bank Plc Not upheldBanking and creditMs E and Mr A complain that OneSavings Bank Plc (t/a Kent Reliance Building Society) (“KRBS”) acted illegally when it delegated the power of sale to receivers. Ms E and Mr A also believe that KRBS should have sold their properties sooner and in doing so would have achieved higher sales p... (3 pages)View decision -
Decision Reference DRN0256202
8 May 2014 Santander UK Plc Not upheldBanking and creditMr B complains that, when he ended his mortgage with Santander UK Plc, he was charged a mortgage administration fee by Santander and a further fee by his solicitor. He says this is discriminatory, as it breaches the bank’s duty to treat him fairly.backgroundMr B had a mortgage with Santan... (2 pages)View decision -
Decision Reference DRN7765009
16 Jun 2017 Be Wiser Insurance Services Ltd UpheldInsurance (excluding PPI)Mr F’s complaint is about the handling of the cancellation of his motor insurance policy by Be Wiser Insurance Services Ltd.backgroundI issued a provisional decision on this matter in May 2017, part of which is copied below:“Mr F bought his policy in May 2016.In J... (5 pages)View decision -
Decision Reference DRN-4439877
19 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4439877 The complaint Mr G complains that HSBC UK Bank Plc (“HSBC”) failed to prevent the use of his identity for fraudulent applications which adversely affected his credit report. What happened Mr G reported that he first noted a problem with his financial situation when he saw two c... (5 pages)View decision -
Decision Reference DRN-4429278
25 Oct 2024 James Hay Administration Company Ltd Not upheldPensions and AnnuitiesDRN-4429278 The complaint Mr O complains, with the help of a representative, that James Hay Administration Company Ltd (James Hay) accepted the in-specie contribution of Elysian Fuels shares into his self- invested personal pension (SIPP) without undertaking appropriate due diligence, e... (5 pages)View decision -
Decision Reference DRN-2501428
22 Jan 2021 Motors Insurance Company Limited UpheldInsuranceDRN-2501428 The complaint Mr K complains that Motors Insurance Company Limited have declined his Guaranteed Asset Protection (GAP) insurance claim after his brand-new car was written-off following an accident. What happened In 2019 Mr K took possession of a brand-new car at his home addres... (5 pages)View decision
