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 4563 results
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Decision Reference DRN-4188666
25 Sep 2023 Nationwide Building Society Not upheldBanking and PaymentsDRN-4188666 The complaint The personal representative (“PR”) of the estate of Mrs W complains that Nationwide Building Society (“Nationwide”) made a number of errors when dealing with the accounts of the late Mrs W. The PR believes there is potentially outstanding money owed to the estate ... (3 pages)View decision -
Decision Reference DRN3672439
2 Dec 2019 Gefion Insurance A/S Not upheldInsurance (excluding PPI)Mr R complains that Gefion Insurance A/S didn’t pay him fully after he made a claim on his commercial motor vehicle insurance policy and his van was written-off. It later voided the policy. Mr R also says it didn’t ensure the DVLA’s records were changed. Any reference to Gefion in this dec... (2 pages)View decision -
Decision Reference DRN-5175829
2 Jun 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5175829 The complaint Mr L has complained about the quality of a car provided on finance by Santander Consumer (UK) Plc trading as Santander Consumer Finance (“SCF”). What happened SCF supplied Mr L with a used car on a conditional sale agreement in April 2024. The cash price of th... (3 pages)View decision -
Decision Reference DRN9354334
1 Dec 2015 Derbyshire Home Loans Ltd UpheldBanking and creditMrs M complains that Derbyshire Home Loans Ltd (‘DHL’) has acted unfairly over its repossessing her property.background Mrs M has a mortgage with DHL, which since 2004 was previously with another lender (SPPL). The account first fell into arrears in 2007. DHL started ... (3 pages)View decision -
Decision Reference DRN8621487
12 Nov 2013 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Through his representative Mr A complains that The Royal Bank of Scotland Plc (“RBS”) mis- sold him a regular premium payment protection insurance (“PPI”) policy when he took out a Mint credit card in 2004. backgroundAs RBS did not uphold Mr A’s complaint he referred it to this servic... (3 pages)View decision -
Decision Reference DRN-5043741
27 Feb 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5043741 The complaint Mr K complains that BMW Financial Services(GB) (t/a ALPHERA Financial Services) (“BMW”) didn’t correctly manage his payments and this adversely affected the settlement of the account. What happened Mr K entered into a hire purchase agreement in April 2019 for a... (3 pages)View decision -
Decision Reference DRN7104575
2 Nov 2017 BISL Limited Not upheldInsurance (excluding PPI)Mr S believes BISL Limited mis-sold him his car insurance policy. He’s also unhappy he couldn’t access his policy documents online, and the branding of the policy he took out.backgroundMr S took out his motor insurance policy through a comparison website. The website... (3 pages)View decision -
Decision Reference DRN-5746424
11 Aug 2025 Charteris Treasury Portfolio Managers Limited UpheldPensions and AnnuitiesDRN-5746424 The complaint Mrs W is unhappy, in summary, that Charteris Treasury Portfolio Managers Ltd (‘Charteris’) still charged her fees, despite her having removed its discretionary management permissions in respect of her Self-Invested Personal Pension (‘SIPP’). What happened I�... (5 pages)View decision -
Decision Reference DRN-5073240
25 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5073240 The complaint Mrs D isn’t happy with Barclays Bank UK PLC. Mrs D was receiving texts and mobile app alerts that she didn’t want. Mrs D said she wanted the weekly update in her online app to be sent every Friday. Mrs D said she’d like compensation for the distress and inconv... (3 pages)View decision -
Decision Reference DRN6529737
19 Oct 2015 Intrinsic Mortgage Planning Ltd Not upheldBanking and creditMs F complains that Intrinsic Mortgage Planning Ltd didn’t check it could get her a mortgage later when advising her to take out a bridging loan. She wants compensation and a mortgage offer with a good rate of interest.backgroundMs F was selling two properties. Ms F ... (2 pages)View decision
