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 DRN7982834
9 Jun 2016 National Westminster Bank Plc UpheldBanking and creditMr P complains that National Westminster Bank Plc has registered his credit card for the ‘Verified by Visa’ security system without his knowledge and so prevented him from making an online payment with his card. background Mr P says that he tried to make a payment onli... (2 pages)View decision -
Decision Reference DRN6132248
27 Jul 2015 The Mortgage Business Plc UpheldBanking and creditThis complaint is about a buy-to-let (BTL) mortgage Mr C has with The Mortgage Business Plc (TMB).backgroundMr C took out a BTL mortgage with TMB. He also had a BTL mortgage with another lender (which I will refer to as W) for the property next door. The solicitors... (2 pages)View decision -
Decision Reference DRN1011063
29 May 2015 MKDP LLP Not upheldBanking and creditMr B complains that MKDP LLP is wrongly pursuing him for a debt on a credit card account, when it has not been able to produce adequate documentation about it. He is also concerned that a default was registered on the account when he says he never received a defa... (2 pages)View decision -
Decision Reference DRN-4342400
28 Sep 2023 West Bay Insurance Plc Not upheldInsuranceDRN-4342400 The complaint Mr R complains about the settlement he received from West Bay Insurance Plc after he made a claim under his motorcycle insurance policy. West Bay is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As West... (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 DRN3974555
29 Nov 2018 NewDay Ltd UpheldBanking and creditMrs P complains about the service she’s received from NewDay Ltd (“ND”) in relation to her credit card account.background Mrs P says she received a phone call from a third party business that I’ll call Business A, during which she agreed to buy three web addresses ... (2 pages)View decision -
Decision Reference DRN9442212
9 Jan 2015 Bank of Scotland Plc Not upheldBanking and creditMr H complains that Bank of Scotland plc (trading as Halifax) is unfairly holding him liable for a credit card debt and has wrongly registered adverse information on his credit file.background Mr H contacted Halifax to update the address on his credit card account. He says that, even ... (2 pages)View decision -
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 DRN5960481
3 Jun 2015 Allianz Insurance Plc UpheldInsurance (excluding PPI)Mrs E complains that Allianz Insurance plc mishandled a third party’s claim against her motor insurance policy.backgroundA third party told Allianz that Mrs E’s vehicle had caused damage to his. Mrs E said she had not been involved. She complained after Allianz dec... (2 pages)View decision -
Decision Reference DRN-2599489
9 Jul 2021 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-2599489 The complaint Ms A has complained that Automobile Association Insurance Services Limited (AA) unreasonably refused to pay her partner’s claim under this breakdown repair policy. Ms A is represented by her partner Mr A so I shall just refer to him throughout. What happened Mr A ... (2 pages)View decision
