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-3108051
23 Nov 2021 Carnegie Consumer Finance Limited Not upheldConsumer CreditDRN-3108051 The complaint Mr T complains that a training course that he paid for using a fixed sum loan agreement with Carnegie Consumer Finance Limited was mis-sold to him. He’s being helped with his complaint by a representative. What happened Mr T entered into a fixed sum loan agreement... (4 pages)View decision -
Decision Reference DRN1667943
18 May 2016 Active Securities Limited UpheldBanking and creditMr D complains that Active Securities Limited (trading as 24/7 Moneybox) gave him loans he couldn’t afford. background Mr D says that 24/7 Moneybox gave him a number of loans which struggled to repay. Mr D eventually entered into a repayment plan with 24/7 Moneybox... (2 pages)View decision -
Decision Reference DRN-5480801
30 Oct 2025 Equiniti Financial Services Limited Not upheldInvestmentsDRN-5480801 The complaint Miss H complains that Equiniti Financial Services Limited (EFSL) didn’t properly handle a death registration or protect the shares held with it from fraud. Her complaint is brought by her personal representative, Miss B. What happened Miss H held shares joint... (3 pages)View decision -
Decision Reference DRN-2677756
30 Sep 2021 Legal & General Home Finance Limited Not upheldMortgagesDRN-2677756 The complaint Mr and Mrs T are unhappy with what happened when they applied to take out a lifetime mortgage with Legal & General Home Finance Limited (“L&G”). They’re unhappy that L&G said a strip of land had to be registered in order for the mortgage to proceed. Th... (7 pages)View decision -
Decision Reference DRN3949742
9 Oct 2017 Santander Consumer (UK) Plc Not upheldBanking and creditMr K complains that Santander Consumer (UK) plc gave him wrong information about registration details of his vehicle. As a result he was put to inconvenience in trying to correct the matter.backgroundMr K tells us he purchased a vehicle a couple of years ago on a co... (2 pages)View decision -
Decision Reference DRN0612775
28 Jun 2017 Sabre Insurance Company Limited Not upheldInsurance (excluding PPI)Mr C has complained that Sabre Insurance Company Limited has acted unfairly by not paying his car insurance claim.backgroundMr C took out an insurance policy with Sabre in March 2016 for his van. But Mr C’s van caught fire and was declared a total loss. So he tried ... (2 pages)View decision -
Decision Reference DRN-1270810
14 Jul 2020 CIS General Insurance Limited Not upheldInsuranceThe complaint Miss B is unhappy CIS General Insurance Limited has turned down her claim under her car insurance policy for the theft of her car. She also thinks it has fabricated a policy number to avoid paying her claim. What happened Miss B notified CIS of the theft of her car in October... (2 pages)View decision -
Decision Reference DRN0418428
26 Feb 2020 Eridge Underwriting Agency Ltd Not upheldInsurance (excluding PPI)Miss M complains that Eridge Underwriting Agency Ltd cancelled her motor insurance policy and declined her claim. background Miss M made a claim following the total loss of her car. Eridge then found that she wasn’t the car’s registered keeper and legal owner. It said if it had known this,... (2 pages)View decision -
Decision Reference DRN-5482054
24 Apr 2025 Credit Blaustein Limited UpheldBanking and PaymentsDRN-5482054 The complaint A business I will call ‘T’ complains that Credit Blaustein Limited (trading as ‘Credit BLU’) has restricted its account and is holding on to its money and failing to respond to enquiries asking for an explanation. Mrs E is a person authorised to bring the comp... (3 pages)View decision -
Decision Reference DRN-3378292
9 May 2022 Metro Bank PLC Not upheldBanking and PaymentsDRN-3378292 The complaint Mrs P complains about the problems she experienced when trying to register for online banking with Metro Bank PLC (“Metro Bank”). What happened Mrs P held a savings account with Metro Bank which was due to mature in July 2021. At the point of maturity, Mrs P wante... (2 pages)View decision