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 4152 results
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Decision Reference DRN2145760
24 Jan 2017 Advanced Payment Solutions Limited UpheldBanking and creditMr D complains that Advanced Payment Solutions Limited (“APS”) failed to cancel his credit card account.backgroundMr D had a credit card account with APS. He says he did not recall asking for the card and called APS in May 2015 to cancel it. Mr D says that, in spite ... (3 pages)View decision -
Decision Reference DRN0524130
20 Aug 2014 Santander Consumer (UK) Plc Not upheldBanking and creditMr J complains that when he bought a car using finance from Santander Consumer (UK) plc, he was misled into believing that the agreement was hire purchase. However Santander now says it was actually a personal loan. background The issue arose when Mr J approached Santander about a vo... (2 pages)View decision -
Decision Reference DRN2391005
24 Jun 2015 Santander Consumer (UK) Plc Not upheldBanking and creditMrs D complains Santander Consumer (UK) plc (trading as Santander Consumer Finance) put the wrong details on her finance agreement - so she lost out on a new vehicle and couldn’t use her existing one for a few months. background In 2013 Mrs D entered into a conditional... (2 pages)View decision -
Decision Reference DRN-3998638
16 Mar 2023 Standard Life Assurance Limited Not upheldPensions and AnnuitiesDRN-3998638 The complaint Mr S complains about delay by Standard Life Assurance Limited (SL) in making an in-specie transfer of his pension investments. What happened Mr S said he applied for a transfer in June 2020 but it was not completed until early March 2021. He said the delays were s... (6 pages)View decision -
Decision Reference DRN6464520
30 Jul 2015 National Westminster Bank Plc Not upheldBanking and creditMr B complains that National Westminster Bank plc failed to take proper action when he reported unauthorised transactions on his account and later unfairly closed his accounts and registered default information on his credit file.backgroundMr B says that, following his rais... (2 pages)View decision -
Decision Reference DRN1898267
5 Sep 2014 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr J does not believe that UK Insurance Limited has given him the right amount of no claims discount (NCD) on motor insurance policies.backgroundMr J has told us that he is concerned about his NCD entitlement in relation to two specific vehicles he owned – I’ll refer to these as vehicles... (1 page)View decision -
Decision Reference DRN-3128261
18 Nov 2021 Admiral Insurance Company Limited Not upheldInsuranceDRN-3128261 The complaint Mr U complains that Admiral Insurance Company Limited mishandled a claim on his motor insurance policy. What happened Mr U had a sports car first registered in 2009. For the year from 30 March 2020, he had the car insured with Admiral. He was the policyholder and ... (3 pages)View decision -
Decision Reference DRN-3267302
20 Jan 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3267302 The complaint Mr S complains about AXA Insurance UK Plc (trading as Swiftcover)’s handling of his motor insurance claim. All references to AXA also include its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here.... (2 pages)View decision -
Decision Reference DRN6071227
4 Jun 2015 Barclays Bank Plc Not upheldBanking and creditMr and Mrs J have questioned the validity of their mortgage with Barclays Bank Plc.backgroundIn February 2004 Mr and Mrs J took out a mortgage with Barclays (trading as The Woolwich). They borrowed £120,000 over nine years, on an interest-only basis. The mortgage expi... (4 pages)View decision -
Decision Reference DRN-2734655
6 Apr 2021 MD Insurance Services Limited UpheldInsuranceDRN-2734655 The complaint Mr A, Mrs S and Mr S complain that MD Insurance Services Limited withdrew its offer to provide warranties for their development. They’re also unhappy about the administration fees charged. For ease, I’ll refer to Mr A, Mrs S and Mr S as ‘the complainants... (4 pages)View decision
