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 4755 results
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Decision Reference DRN1169345
24 Oct 2019 Tradewise Insurance Company Limited UpheldInsurance (excluding PPI)Mr S trading as ‘S’ has complained that Tradewise Insurance Company Limited poorly investigated a claim made against his motor trade insurance policy. backgroundMr S renewed his motor trade policy on 27 November 2018. On 26 November 2018 his insurer, Tradewise received notice of a claim ag... (3 pages)View decision -
Decision Reference DRN-3763412
6 Dec 2022 Markerstudy Insurance Company Limited Not upheldInsuranceDRN-3763412 The complaint Ms S complains about the information given by Markerstudy Insurance Company Limited in relation to a claim on her commercial vehicle insurance policy. Reference to Markerstudy includes its agents. What happened Ms S holds a comprehensive commercial vehicle insuran... (2 pages)View decision -
Decision Reference DRN-5569605
20 May 2025 Yorkshire Building Society Not upheldInvestmentsDRN-5569605 The complaint Mrs M is unhappy with the amount of information Yorkshire Building Society (YBS) requires her attorney under a Lasting Power of Attorney (LPA) to provide before it can be registered. Mrs M’s complaint is being made on her behalf with support from one of her att... (7 pages)View decision -
Decision Reference DRN-1690223
3 Sep 2020 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-1690223The complaintMr C complains about the way in which Volkswagen Financial Services (UK) Limited dealt with a parking fine for a car which was supplied to him under a hire agreement. What happenedMr C complains that VWFS paid a £60 Penalty Charge Notice (PCN) when it shouldn’t have... (2 pages)View decision -
Decision Reference DRN5240273
16 Jul 2019 Markerstudy Insurance Company Limited Not upheldInsurance (excluding PPI)Mr I is unhappy with the service he got from Markerstudy Insurance Company Limited when he wanted to make a claim on his car insurance. backgroundMr I’s car was involved in a hit and run incident on 23 December 2018. Another car reversed into his car, causing damage to its front, and then ... (2 pages)View decision -
Decision Reference DRN8277702
10 Jan 2014 HSBC Bank plc UpheldBanking and creditMr K complains that in 2011 HSBC Bank Plc registered a default in respect of his credit card arrears after previously registering a default for the same arrears in 2000.backgroundMr K held a HSBC credit card. In 2000, following non-payment of an outstanding balance, HSBC registered a de... (3 pages)View decision -
Decision Reference DRN-3225561
11 Jan 2022 Admiral Insurance Company Limited Not upheldInsuranceDRN-3225561 The complaint Miss M is complaining Admiral Insurance Company Limited didn’t update her car registration details on her car insurance policy which resulted in her being stopped for driving without insurance. What happened In July 2021 Miss M contacted Admiral to say she’d put a... (2 pages)View decision -
Decision Reference DRN7630365
18 Dec 2015 Nationwide Building Society UpheldBanking and creditMr A complains that Nationwide Building Society should have defaulted his account earlier than it did.backgroundMr A wrote to Nationwide in May 2013 to explain that he was in financial difficulty. He offered just under £18 a month, which was much lower than he was meant... (2 pages)View decision -
Decision Reference DRN0048364
20 Feb 2019 Watford Insurance Company Europe Limited UpheldInsurance (excluding PPI)Mr C complains that Watford Insurance Company Europe Limited declined his claim and cancelled his motor insurance policy from the start (voided it) because of misrepresentation. He wants the claim paid.backgroundThe named driver on Mr C’s policy was in a car accident ... (2 pages)View decision -
Decision Reference DRN-1933396
19 Oct 2020 Next Retail Limited Not upheldConsumer CreditDRN-1933396 The complaint Ms H complains about an account with Next Retail Limited, which was opened in her name and then used to place an order for some footwear. What happened In November 2019, Ms H was on holiday abroad, when she received an email from Next. The email confirmed that an ... (4 pages)View decision