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 4269 results
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Decision Reference DRN5805675
26 Sep 2017 Calpe Insurance Company Limited Not upheldInsurance (excluding PPI)Miss S has complained that Calpe Insurance Company Limited’s (“Calpe”) settled a claim under her motor insurance policy.backgroundMiss S had motor insurance with Calpe and Mr S was a named driver on her policy. Another driver reported that they’d been involved in an ... (2 pages)View decision -
Decision Reference DRN5022991
26 Feb 2016 BMW Financial Services (GB) Limited Not upheldBanking and creditMrs F acquired a car through a finance agreement provided by BMW Financial Services (GB) Limited trading as Alphera Financial Services (Alphera). She complains that Alphera failed to properly set up the direct debit when she entered into the agreement. She also compl... (2 pages)View decision -
Decision Reference DRN9859690
16 Apr 2018 Tradewise Insurance Company Limited Not upheldInsurance (excluding PPI)Mr K is unhappy that Tradewise Insurance Services Ltd have rejected his claim for theft. He wants them to pay his claim or refund the premiums. backgroundMr K took out insurance with Tradewise in January 2017 through a broker. The insurance was to cover the vehicle h... (2 pages)View decision -
Decision Reference DRN3309628
24 Mar 2015 Bramall Quicks Dealerships Limited Not upheldBanking and creditMr L has complained that Bramall Quicks Dealerships Limited failed to rectify its mistake in recording his registration number, meaning that when he traded his car in, it did not show that he had existing finance outstanding for that car.background Mr L entered into a... (2 pages)View decision -
Decision Reference DRN-4263297
8 Sep 2023 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4263297 The complaint Ms C has complained Vanquis Bank Limited allowed a fraudulent credit card account to be opened in her name. She’s also unhappy about the £350 compensation Vanquis has offered for the delays and reputational damage. What happened In May 2021 Ms C discovered a credi... (2 pages)View decision -
Decision Reference DRN-5293199
26 Feb 2025 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-5293199 The complaint Mr and Mrs S complain that The Royal Bank of Scotland Plc (“RBS”) failed to ensure that the title to their property was registered in their name when they bought it with the assistance of a mortgage from RBS and RBS failed to warn them of it. What happened Mr a... (2 pages)View decision -
Decision Reference DRN-4651722
28 Feb 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4651722 The complaint Miss T’s representative complains on her behalf that Liverpool Victoria Insurance Company Limited (LV) left her uninsured after it recorded incorrect details of her car on her motor insurance policy. References to Miss T, or her representative, will include the ot... (2 pages)View decision -
Decision Reference DRN6183629
30 Mar 2015 Callcredit Limited Not upheldBanking and creditMrs D complains that Callcredit Limited will not help her to update her credit file to record her correct electoral role information. She says the incorrect details are affecting her ability to obtain credit. backgroundMrs D moved her to her current address on 1 Febru... (2 pages)View decision -
Decision Reference DRN3297247
18 Apr 2016 Xbridge Limited Not upheldInsurance (excluding PPI)W, a limited company, has complained because its buildings insurance policy that was arranged by Xbridge Limited has been cancelled.backgroundThe premium for the policy was to be paid via a credit agreement. What normally happens is that the credit provider pays the... (2 pages)View decision -
Decision Reference DRN-4936973
31 Jul 2024 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-4936973 The complaint Mr O complains that TransUnion International UK Limited (TransUnion) reported incorrect information about his electoral registration on his credit report and failed to resolve the matter within a reasonable timeframe. What happened I issued my provisional decis... (4 pages)View decision
