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-5051375
23 Mar 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5051375 The complaint Miss R complains about the quality of a car supplied to her by Close Brothers Limited (“Close Brothers”). What happened Miss R entered into a conditional sale agreement with Close Brothers in January 2022 for a used car. The car was around five years old and ha... (4 pages)View decision -
Decision Reference DRN-4680312
7 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4680312 The complaint Mr C complains Barclays Bank UK PLC told him it would remove a CIFAS marker it had recorded against him but then said it had misinformed him. He feels the bank has treated him unfairly. What happened I set out a summary of what happened below: Mr C has a CIFAS ... (2 pages)View decision -
Decision Reference DRN5190261
30 Jan 2015 Wayside Group Limited Not upheldInsurance (excluding PPI)Mr L has complained about the sale by Wayside Group Limited (“Wayside”) of a Guaranteed Asset Protection (GAP) insurance policy, saying the salesman failed to inform him that the policy did not cover the car’s full invoice price.backgroundMr L purchased a new car from Wayside and also pa... (2 pages)View decision -
Decision Reference DRN3659823
10 Feb 2016 The Car Finance Company (2007) Ltd Not upheldBanking and creditMr H complains about a car he obtained from The Car Finance Company (2007) Ltd through a hire purchase agreement. He refers to damage to the car and believes it wasn’t of satisfactory quality when it was supplied to him. Mr H is represented in the complaint by his p... (2 pages)View decision -
Decision Reference DRN8929224
23 Jul 2018 HSBC Bank plc Not upheldBanking and creditThis complaint is about a mortgage Mr and Mrs K have with HSBC Bank Plc. They’re unhappy that when they remortgaged to HSBC Mrs K was added to the mortgage account, but not added to the property title.backgroundMr and Mrs K applied for a mortgage online with HSBC on... (2 pages)View decision -
Decision Reference DRN-3826051
25 Nov 2022 Care by Volvo Car UK Limited UpheldConsumer CreditDRN-3826051 The complaint Mr C complains that Care by Volvo Car UK Limited (CBVC) didn’t provide the service it should have regarding the delivery of a new car under his hire car agreement. What happened Mr C entered into a hire agreement for a new car in July 2021. The car was due to be d... (2 pages)View decision -
Decision Reference DRN-3210118
16 Dec 2021 One Call Insurance Services Limited Not upheldInsuranceDRN-3210118 The complaint Mr A complains that One Call Insurance Services Limited renewed his commercial motor insurance policy without his consent. He wants a refund of the premiums it took from his father, Mr D’s, credit card. Mr D is a named driver on Mr A’s, policy and is representing ... (2 pages)View decision -
Decision Reference DRN1029633
24 Feb 2016 National Westminster Bank Plc Not upheldBanking and creditMrs A has complained that National Westminster Bank Plc (NatWest) mis-sold a Select Silver packaged account to her in 2011. Mrs A paid a monthly fee for the account which offered several benefits in return.Mrs A has brought this complaint with the help of a Claims M... (2 pages)View decision -
Decision Reference DRN-3593944
25 Jul 2022 Berkshire Hathaway International Insurance Ltd Not upheldInsuranceDRN-3593944 The complaint M, a small business, complains that Berkshire Hathaway International Insurance Ltd declined its claim on its commercial motor insurance policy and about the length of time it took to validate its claim. The complaint is brought on M’s behalf by Mr M, it’s owner. W... (2 pages)View decision -
Decision Reference DRN1856007
23 Jan 2019 Bank of Scotland Plc Not upheldBanking and creditMr S complains that Bank of Scotland Plc (“BoS”) is acting unfairly and unreasonably when setting conditions on its release of the deeds of his property. He wants matters put right.backgroundMr S had an interest only mortgage with BoS, which ended in October 2017 wi... (2 pages)View decision