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 4269 results
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Decision Reference DRN1595623
7 Feb 2014 National Westminster Bank Plc Not upheldBanking and creditMr J complains about legal fees charged by solicitors appointed by National Westminster Bank Plc (“NatWest”) for work done to complete a purchase and mortgage transaction.backgroundMr J was purchasing a property with the aid of a mortgage from NatWest. He instructed solicitors to act fo... (2 pages)View decision -
Decision Reference DRN-2510079
8 Apr 2021 Admiral Insurance Company Limited Not upheldInsuranceDRN-2510079 The complaint Mr and Mrs S have complained about Admiral Insurance Company Limited’s actions in connection with their motor insurance policies. Mr S has taken the lead in bringing this complaint; so, where I refer to his comments below those should be read as being on behalf of... (3 pages)View decision -
Decision Reference DRN5137910
21 Nov 2014 UK Insurance Limited UpheldInsurance (excluding PPI)Miss B complains about the way in which U K Insurance Limited (trading as Churchill) investigated the claim she made under her motor insurance policy when her car was damaged by debris falling from a lorry.backgroundMiss B says that on 3 August 2013, as she was driving along the motorwa... (3 pages)View decision -
Decision Reference DRN7954475
5 Sep 2017 N.I.I.B. Group Limited Not upheldBanking and creditMr C complains that N.I.I.B. Group Limited trading as Northridge Finance (Northridge Finance) won’t allow him to transfer a hire purchase agreement into his son’s name. Mr C’s son, who is the primary driver of the car, brings the complaint on behalf of his father, bu... (3 pages)View decision -
Decision Reference DRN-3238720
28 Apr 2022 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-3238720 The complaint Mr B complains about the amount that he’s been charged by Hitachi Capital (UK) plc, trading as Hitachi Capital Vehicle Solutions, at the end of a hire agreement under which a car had been supplied to him. What happened A new car was supplied to Mr B under a hire a... (4 pages)View decision -
Decision Reference DRN7019091
13 Feb 2014 Bank of Scotland Plc Not upheldBanking and creditMrs J has complained that Bank of Scotland plc (trading as Halifax) has not registered her instructions to receive interest payments on her savings accounts without any tax being deducted. She wants the tax she has overpaid refunded to her.backgroundMrs J lives abroad and has held a Guara... (2 pages)View decision -
Decision Reference DRN-4537109
24 Jan 2024 U K Insurance Limited Not upheldInsuranceDRN-4537109 The complaint Mrs A is unhappy with the service provided by UKI Limited (UKI Limited) following a claim she made on her car insurance policy. What happened Mrs A took out a car insurance policy with UKI Limited in August 2022. The policy booklet explained in the event of accide... (3 pages)View decision -
Decision Reference DRN-4402141
1 Dec 2023 esure Insurance Limited UpheldInsuranceDRN-4402141 The complaint Mr C complains about how esure Insurance Limited trading as esure (“esure”) handled a claim under his motor insurance policy. What happened Mr C had a motor insurance policy with esure covering his car. He was involved in a serious collision with a third-party veh... (2 pages)View decision -
Decision Reference DRN-3464785
8 Sep 2022 Aldermore Bank Plc Not upheldMortgagesDRN-3464785 The complaint Mrs R’s complaint about Aldermore Bank Plc (Aldermore) relates to the registration of a charge over the wrong property and her wrongly incurring an Early Redemption Charge (ERC). What happened In September 2018 Mrs R entered into a mortgage with Aldermore. Solicit... (2 pages)View decision -
Decision Reference DRN6421813
23 Aug 2017 Santander UK Plc UpheldBanking and creditMrs R has complained that Santander UK Plc asked her to countersign a form to register her power of attorney with it.Her son and attorney, Mr R, represents her.backgroundMrs R has a progressive illness. In 2007, she appointed her son, Mr R, as her attorney under an... (4 pages)View decision
