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-5219324
18 Dec 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5219324 The complaint Mr A complains about the default that BMW Financial Services (GB) Limited, trading as BMW Financial Services, has recorded on his credit file relating to a hire purchase agreement under which a car was supplied to him. What happened I issued a provisional decis... (4 pages)View decision -
Decision Reference DRN3117147
29 Jan 2015 Ecclesiastical Insurance Office Plc UpheldInsurance (excluding PPI)The circumstances and background to this complaint were set out in my provisional decision of November 2014 which was in the following terms: complaintMr and Mrs S complain about the handling of their legal expenses claim by EcclesiasticalInsurance Office Plc. References to Ecclesiastic... (5 pages)View decision -
Decision Reference DRN-4476925
22 Feb 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4476925 The complaint Mr C complains that when he redeemed his mortgage with Bank of Scotland plc trading as Halifax it failed to return to him the title deeds to his property. Mr C said he’d complained about this since, but Halifax just wasn’t looking for the documents it had lost. Wh... (3 pages)View decision -
Decision Reference DRN-5031574
9 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5031574 The complaint Mr B has complained about the way Santander UK Plc handled fraud. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. Fraudsters stole Mr B’s identity, set up a mail redirect, opened a Santander account in his name, and ... (3 pages)View decision -
Decision Reference DRN-4654016
29 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4654016 The complaint Mr M has complained that Bank of Scotland plc (trading as Halifax) registered a marker against him at CIFAS, the national fraud database. What happened In 2019, Mr M received £4,750 in bank transfers, which he then quickly withdrew in cash or transferred to an acc... (3 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 -
Decision Reference DRN3273833
11 Jul 2017 Santander UK Plc UpheldInvestment and pensionsMr R and Ms W complain Santander UK Plc opened two new individual savings accounts (ISA’s) after they had asked for their investments to be transferred to a new business and then delayed reversing this which has caused them a Capital Gains Tax (CGT) liability they ... (4 pages)View decision -
Decision Reference DRN-3676243
16 Sep 2022 Admiral Insurance Company Limited Not upheldInsuranceDRN-3676243 The complaint Mr U complains about Admiral Insurance Company Limited’s handling of a claim and its decision to settle with the third-party, under his wife’s motor insurance policy. What happened In January 2021 Mr U was involved in an incident when driving. He says he was stati... (3 pages)View decision -
Decision Reference DRN-5294637
27 Feb 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5294637 The complaint Mr A complains that Haven Insurance Company Limited (‘Haven’) unfairly increased his motor insurance premiums following an accident that wasn’t his fault. What happened Mr A had a specialist motor insurance policy with Haven. In December 2022, he was involved i... (2 pages)View decision -
Decision Reference DRN-3732733
4 Oct 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3732733 The complaint Mr H and Mrs H have complained that Admiral Insurance (Gibraltar) Limited (‘Admiral’) have unfairly declined a claim for theft under their home insurance policy. I will normally only refer to Mr H, as he dealt with the claim and complaint. What happened Mr H adver... (4 pages)View decision