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 4927 results
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Decision Reference DRN3682104
21 May 2018 Nationwide Building Society Not upheldBanking and creditMr B has challenged the validity of his mortgage to Nationwide Building Society.backgroundIn 2002 Nationwide issued a mortgage offer to Mr B. it offered to lend him £119,695. The mortgage offer dated 8 April 2002 is signed by both Mr B and Nationwide. On 23 August ... (3 pages)View decision -
Decision Reference DRN0170390
23 May 2013 Yorkshire Building Society Not upheldBanking and creditMr W complains that Yorkshire Building Society (“YBS”) bought his savings account and acquired his personal details from another account provider without his prior consent. He also complains that the re-registration procedure required by YBS was unnecessary and poorly managed, causin... (2 pages)View decision -
Decision Reference DRN-3046799
15 Sep 2021 TSB Bank plc Not upheldMortgagesDRN-3046799 The complaint Mr and Mrs P’s complaint is about a buy-to-let mortgage they took out with TSB. They are unhappy about the requirements TSB had of them – having to register the property on the new land registry, register Mrs P as a landlord and produce a new tenancy agreement. In... (4 pages)View decision -
Decision Reference DRN8573144
12 Feb 2015 Barclays Bank Plc Not upheldBanking and creditMr and Mrs T have complained about the validity of a mortgage contract with Barclays Bank Plc.backgroundMr and Mrs T were customers of Barclays, having granted a mortgage to Barclays taken out in 2008 as security for a loan. The loan was repaid in August 2014. In May 2014 Mr and Mrs T ... (3 pages)View decision -
Decision Reference DRN-2973943
27 Sep 2021 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-2973943 The complaint Mr L has complained about the service provided by the National Farmers' Union Mutual Insurance Society Limited (‘NFU’) in administering and responding about his motor insurance policy. What happened Mr L took out a motor insurance cover with the NFU in April ... (3 pages)View decision -
Decision Reference DRN7100639
18 Jul 2016 Brightside Insurance Services Limited Not upheldInsurance (excluding PPI)Mr K has complained that Brightside Insurance Services Limited incorrectly recorded his car registration details when he bought his motor insurance policy.backgroundIn February 2016 Mr K filled in an online application before phoning Brightside to buy his policy. Brigh... (2 pages)View decision -
Decision Reference DRN-5402880
1 Aug 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5402880 The complaint Mr and Ms R have complained that Aviva Life & Pensions UK Limited incorrectly cancelled their critical illness with life cover policy. What happened In 2016, Mr and Ms R bought a joint critical illness policy and an income protection policy for Ms R only. ... (2 pages)View decision -
Decision Reference DRN6170069
3 Feb 2018 Principal Insurance Limited Not upheldInsurance (excluding PPI)Mr O has complained that Principal Insurance Limited recorded the wrong registration details when he bought his motorcycle insurance policy. This led to him being stopped by police for driving without insurance. backgroundMr O bought a motorbike insurance policy through ... (3 pages)View decision -
Decision Reference DRN-4114374
4 May 2023 Hastings Insurance Services Limited Not upheldInsuranceDRN-4114374 The complaint Mrs N complains that due to an administration issue by Hastings Insurance Services Limited trading as Hastings Direct (Hastings), she was stopped by the Police for driving without insurance. What happened In October 2022 Mrs N changed the car insured under her mot... (2 pages)View decision -
Decision Reference DRN-6109778
6 Mar 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6109778 The complaint Mr R complains about the mis-sale of a vehicle that was supplied through a motor finance agreement with Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions (Novuna). What happened In January 2023, Mr R acquired a new car through a hire agreement wi... (3 pages)View decision