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 4777 results
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Decision Reference DRN-5978470
26 Nov 2025 U K Insurance Limited UpheldInsuranceDRN-5978470 The complaint Miss I complains that, owing to U K Insurance Limited’s (UKI) poor service she was unable to retain her cherished number plate (the plate) following a claim on her motor insurance policy. What happened Miss I’s lease car, which carried the plate, was stolen in ... (8 pages)View decision -
Decision Reference DRN4367956
7 Dec 2016 Metropolitan International Schools Limited Not upheldBanking and creditMr P complains that Metropolitan International Schools Limited, trading as ATL Practical Training, (“MISL”), didn’t tell him that the training course he applied to do with it, would have to be completed within three years.backgroundMr P enrolled on a course with MISL in F... (2 pages)View decision -
Decision Reference DRN6694522
10 Jan 2018 Yorkshire Building Society Not upheldBanking and creditMs L complains that Yorkshire Building Society has lost her title deeds and her divorce decree.backgroundIn April 2017 Ms L repaid her YBS mortgage, and YBS executed a discharge of standard security (the property being in Scotland) on 26 April. On 15 May YBS wrote to... (2 pages)View decision -
Decision Reference DRN-2654584
4 Mar 2021 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-2654584 The complaint Mr W is unhappy that Liverpool Victoria Insurance Company Limited (LV) cancelled his motor insurance policy. What happened In May 2020, after acquiring a new car Mr W said he asked LV to update his car details and motor insurance cover. Mr W’s policy with LV was d... (3 pages)View decision -
Decision Reference DRN6921159
20 Jan 2020 Bank of Scotland Plc UpheldBanking and creditThis complaint is about a Halifax-branded mortgage Mr and Mrs S hold with Bank of Scotland plc. They’re unhappy with how Halifax behaved when a problem arose with the title registration of the mortgaged property. They say Halifax’s responses caused them undue stress and caused them to incu... (3 pages)View decision -
Decision Reference DRN-4895140
9 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4895140 The complaint Miss S complains about how Barclays Bank UK PLC trading as Barclaycard has dealt with problems she has faced with the online access to her credit card account. What happened Miss S holds a credit card with Barclays that she opened in December 2023. Initially Mi... (3 pages)View decision -
Decision Reference DRN8190065
20 Jan 2017 Autonet Insurance Services Limited Not upheldInsurance (excluding PPI)Ms C complains that, despite having taken out car insurance with Autonet Insurance Services Limited, she was stopped by the police and is now being prosecuted for driving without insurance.backgroundAt the time Ms C took out the insurance on 31 July 2016, her Land ... (2 pages)View decision -
Decision Reference DRN-5083017
7 Nov 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-5083017 The complaint Miss M has complained about the loss of a personal registration plate from her car when she made a claim under her car insurance policy. What happened Miss M was involved in an incident and made a claim to her insurer, Advantage. Her car was recovered and in tr... (2 pages)View decision -
Decision Reference DRN-4769192
1 May 2024 Experian Limited UpheldConsumer CreditDRN-4769192 The complaint Ms M complains about being overcharged for a subscription by Experian Limited. Ms M also complains that she was unfairly declined for a bank account due to errors with her Experian credit file. What happened The background to this complaint and my initial conclusi... (3 pages)View decision -
Decision Reference DRN-3776967
25 Nov 2022 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-3776967 The complaint Mr M complains that Hyundai Capital UK Limited breached General Data Protection Regulations (“GDPR”) when it provided his details to a third-party company. What happened In March 2019 Mr M entered into a three-year contract hire agreement for a new car with Hyunda... (3 pages)View decision