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 4282 results
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Decision Reference DRN-3122268
2 Nov 2021 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-3122268 The complaint Mr and Mrs M complain that The Mortgage Works (UK) Plc (TMW) lost the title deeds to their property. What happened Mr and Mrs M took out a mortgage with Morgan Stanley Bank International Limited, trading as Advantage, on 22 March 2007. In July 2007, the mortgage ... (2 pages)View decision -
Decision Reference DRN-3153088
24 Jan 2022 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-3153088 The complaint Mr K complains that Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (VWFS) didn’t pay the first three months’ instalments on his hire purchase agreement (HPA) as had been agreed. What happened Mr K entered into a HPA with VWFS in Sept... (2 pages)View decision -
Decision Reference DRN-3289183
10 Feb 2022 TSB Bank plc Not upheldBanking and PaymentsDRN-3289183 The complaint M, a limited company, complains that TSB Bank plc hasn’t provided a reliable internet banking service, and this has caused it loss and inconvenience. What happened The director of M explains that there have been problems since the account was opened. The registrat... (2 pages)View decision -
Decision Reference DRN7039629
17 Oct 2014 Barclays Bank Plc Not upheldBanking and creditMr and Mrs L complain that Barclays Bank Plc did not take sufficient steps to prevent their small business becoming the victim of fraud, and has unfairly closed their merchant services facility and registered information about them with fraud prevention databases.backgroundMr and Mrs L op... (2 pages)View decision -
Decision Reference DRN-5006938
6 Sep 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5006938 The complaint Mr M complains about how his insurer, Admiral Insurance (Gibraltar) Limited (Admiral), handled a claim under his motor insurance policy following the theft of his vehicle. Any reference to Admiral in this decision includes their agents. What happened Mr M had... (3 pages)View decision -
Decision Reference DRN9954880
17 Dec 2013 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr R’s son disputes he was involved in an accident and causing damage to a third party on 31 May 2011. The third party alleges that Mr R’s son hit his car whilst it was parked and proceeded to drive away from the incident.The third party made a claim and Admiral Insurance Company Limi... (2 pages)View decision -
Decision Reference DRN-3947507
30 May 2023 Covea Insurance plc UpheldInsuranceDRN-3947507 The complaint Mrs M complains that Covea Insurance plc mishandled her claim on her motor insurance policy. What happened The subject matter of the claim and the complaint is a car first registered in January 2018. It had a diesel engine, automatic transmission and 5 doors. Mrs ... (4 pages)View decision -
Decision Reference DRN9105849
27 Jan 2021 Santander Consumer (UK) Plc UpheldBanking and creditMr B acquired a new car in early December 2018, by means of an 18 month hire agreement with Santander Consumer (UK) Plc. He incurred a penalty charge while parking his car in mid-December 2018. He complains about the way Santander handled the payment of this charge. background first provis... (5 pages)View decision -
Decision Reference DRN5046609
29 Sep 2020 Phoenix Wealth Services Limited UpheldInvestment and pensionsComplaintMr and Mrs P have complained that after setting up their Family SunTrust, Phoenix Wealth Services Limited (Phoenix), previously known as AXA Wealth Services Limited (AXA) withdrew an important facility of the scheme - the non-proportionate allocation of investment growth facility.... (6 pages)View decision -
Decision Reference DRN3088657
21 Mar 2014 HSBC Bank plc UpheldBanking and creditMr N complains that HSBC Bank plc should remove a default from his credit file and pay him compensation.background Around the time their marriage broke down, Mr N and his wife had an overdrawn joint account with HSBC. Mr N says that - without warning - HSBC registered a default which ... (3 pages)View decision
