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 4361 results
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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 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 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 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-2079559
22 Dec 2020 HSBC UK Bank Plc Not upheldMortgagesDRN-2079559 The complaint Mr and Mrs Z complain that their remortgage to another lender was delayed by HSBC UK Bank Plc which meant that they had to pay the higher rate on the HSBC mortgage for two months of £348.20 together with the fees of £120 to obtain their title deeds from another so... (3 pages)View decision -
Decision Reference DRN-4510401
4 Mar 2024 Sabre Insurance Company Limited Not upheldInsuranceDRN-4510401 The complaint Mrs K has complained that Sabre Insurance Company Limited unfairly declined a theft claim she made under her car insurance policy. Sabre has cited its fraud exclusion as a reason for declining the claim. What happened Mrs K says she bought a car in November 2022 u... (3 pages)View decision -
Decision Reference DRN-2912186
7 Jul 2021 Advantage Insurance Company Limited UpheldInsuranceDRN-2912186 The complaint Mr C has complained that Advantage Insurance Company Limited have turned down his claim under his car insurance policy following an accident. What happened Mr C intended to insure his car (car A) online via a comparison site with Advantage through a broker in Febr... (3 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 -
Decision Reference DRN-3891436
10 Feb 2023 ITI Capital Limited UpheldInvestmentsDRN-3891436 The complaint Ms K has complained about the lack of action ITI Capital Limited (‘ITI’) has taken with her holding of Policy Selection Limited Assured Fund GBP ‘C’ class despite her instruction to redeem her holding. What happened In May 2007 Ms K invested £20,000 into the Assur... (4 pages)View decision
