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-5491055
8 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5491055 The complaint E Limited (‘E’), represented by Mr S, complained about NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY , saying the service it provided led to E paying for banking services that were also available free of charge. Mr S is a person authorised to bring this com... (4 pages)View decision -
Decision Reference DRN-5006676
14 Nov 2024 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5006676 The complaint Mr W complains about a number of administrative errors made by Mercedes-Benz Financial Services UK Limited (‘MBFS’) made in relation to a Personal Contract Plan (‘PCP’ or the ‘agreement’). What happened Mr W purchased a car using a PCP taken out with MBFS in Se... (3 pages)View decision -
Decision Reference DRN-4580173
19 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4580173 The complaint Mr F complains that Santander UK Plc defaulted his account and passed it to a debt collection agency without his knowledge. What happened Mr F says that in July 2023 he lost access to his Santander mobile banking app due to a faulty mobile phone handset which need... (3 pages)View decision -
Decision Reference DRN-4782973
16 Oct 2024 First Central Underwriting Limited Not upheldInsuranceDRN-4782973 The complaint Mr J1, represented by Mr J2, complains about First Central Underwriting Limited cancelling his car insurance policy. For clarity, although First Central Underwriting Limited operated under the registered company name of Skyfire Insurance Company Limited at the... (3 pages)View decision -
Decision Reference DRN1226382
11 Mar 2020 Volkswagen Financial Services (UK) Limited Not upheldBanking and creditMr L complains about charges for repairs that Volkswagen Financial Services (UK) Limited has asked him to pay.backgroundIn May 2014 Mr L entered into a hire agreement with VWFS for a new car.When the agreement ended Mr L returned the car. As far as he was aware there was no problem with th... (3 pages)View decision -
Decision Reference DRN-5116429
24 Jan 2025 Society of Lloyd's Not upheldInsuranceDRN-5116429 The complaint Mr O complains that Society of Lloyd’s (“Lloyds”) hasn’t paid him enough to settle his taxi insurance claim. What happened Mr O is a taxi driver and has a commercial vehicle insurance policy which covers him for damage, fire, and... (3 pages)View decision -
Decision Reference DRN-5185509
20 Dec 2024 National Savings and Investments UpheldBanking and PaymentsDRN-5185509 The complaint Ms G complains that National Savings and Investments (NS & I) delayed her application to be the adult holder of her Premium Bonds, and that it failed to keep her properly informed. She's represented in making the complaint by Mr G, her father. What hap... (3 pages)View decision -
Decision Reference DRN0692079
24 May 2018 BMW Financial Services (GB) Limited Not upheldBanking and creditMr K complains that a car he financed through a hire purchase agreement with BMW Financial Services (GB) Limited (“BMW Finance”) was a different specification than the one he ordered and had faults. backgroundMr K ordered a new car through an online agency in May 201... (4 pages)View decision -
Decision Reference DRN3308909
22 Jun 2020 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr M complains that AXA Insurance UK Plc gave him poor service and unfairly declined a claim he made on his motor insurance policy. backgroundIn August 2018, after Mr M’s car was driven by someone who wasn’t insured on the policy, it was damaged in an accident. Mr M had given his keys to a... (3 pages)View decision -
Decision Reference DRN-2985449
19 Aug 2021 Metro Bank PLC UpheldBanking and PaymentsDRN-2985449 The complaint Mr B is unhappy because Metro Bank PLC (Metro Bank) did not reimburse the money he transferred to a fraudster. What happened Mr B found a van he was interested in buying on an online marketplace he’d bought vehicles from before. He felt the price was reasonable a... (3 pages)View decision
