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 DRN-2439648
21 Dec 2020 esure Insurance Limited UpheldInsuranceDRN-2439648 The complaint Mr V complains that esure Insurance Limited mishandled his claim on a motor insurance policy. What happened In April 2016, Mr V acquired a new car with a price of nearly £50,000.00. He paid a deposit of £6,500.00. For the balance of the purchase price, he entered ... (5 pages)View decision -
Decision Reference DRN-3679591
30 Sep 2022 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-3679591 The complaint Mr S complains that Ikano Bank AB (publ), has rejected the claim he made under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system he says was misrepresented to him by the supplier (which I’ll call “S”). Mr S is represented b... (5 pages)View decision -
Decision Reference DRN-3073189
25 May 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3073189 The complaint This complaint has been brought by the estate of Mr G and is about how Nationwide Building Society dealt with a request for the date of death figures for Mr G’s account. The estate is represented here by the executors, Mr and Mrs G, who were the late relatives of ... (4 pages)View decision -
Decision Reference DRN0520448
28 Oct 2015 Zenith Insurance plc UpheldInsurance (excluding PPI)Mrs D has complained that Zenith Insurance plc’s service to her was poor when she made a claim under her motor policy after her car was stolen.backgroundMrs D’s car was stolen following a break in at her home and she made a claim to Zenith.Mrs D’s car was discove... (4 pages)View decision -
Decision Reference DRN-4965517
9 Sep 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4965517 The complaint This complaint is about a mortgage Mr and Mrs J hold with Bank of Scotland plc trading as Birmingham Midshires (BM). The gist of the complaint is about legal action BM carried out to take possession of the mortgaged property, and whether and to what extent it c... (4 pages)View decision -
Decision Reference DRN-5262009
16 Jan 2025 Bradford & Bingley Limited UpheldMortgagesDRN-5262009 The complaint Mrs S’ complaint is that Bradford & Bingley Limited has lost the title deeds and related documentation it was provided with when she took out a mortgage with it in 1998. What happened Mrs S’ mortgage with Bradford & Bingley was advanced in September 199... (4 pages)View decision -
Decision Reference DRN-2631497
15 Mar 2021 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-2631497 The complaint Miss B has complained that Accredited Insurance (Europe) Ltd unfairly voided her home insurance policy (treated it as though it had never been in place) and required her to repay the cost of her flood claim. She’s also unhappy with the way the claim was handled. ]... (4 pages)View decision -
Decision Reference DRN-4357656
16 Nov 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-4357656 The complaint Miss S complains that Revolut Ltd failed to refund transactions made from her account that she didn’t recognise. What happened What Miss S says Miss S says she noticed her mobile phone had stopped working and believed this could have been because of an update to i... (4 pages)View decision -
Decision Reference DRN-4951233
7 Aug 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4951233 The complaint Mr M complains that Marshmallow Insurance Limited (“Marshmallow”) declined a claim and cancelled his car insurance policy. What happened Mr M had a motor insurance policy with Marshmallow covering his car. He bought the policy through a comparison website. In S... (4 pages)View decision -
Decision Reference DRN-3462781
20 May 2022 Skipton Building Society UpheldMortgagesDRN-3462781 The complaint Mr G complains that Skipton Building Society (“Skipton”) has put a marker on the National Hunter fraud prevention database in connection with a mortgage application recording misuse of mortgaged property. What happened Mr G and his wife applied for a mortgage with... (4 pages)View decision
