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 652 results
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Decision Reference DRN2008142
6 Sep 2019 Omni Capital Retail Finance Limited Not upheldBanking and creditMiss M complains that Omni Capital Retail Finance Limited won’t refund to her the money that she’s paid it for a make-up course with a company that’s gone into liquidation and that it won’t cancel her loan agreement.backgroundMiss M signed a fixed sum loan agreement with Omni Finance in Au... (2 pages)View decision -
Decision Reference DRN9247592
11 Apr 2016 Skyfire Insurance Company Limited Not upheldInsurance (excluding PPI)Mr H complains that Skyfire Insurance Company Limited mishandled his claim on a motor insurance policy.backgroundAfter an accident, Mr H complained that his insurer delayed inspecting his car, then wrote it off and mishandled the payment for it. His insurer offere... (3 pages)View decision -
Decision Reference DRN3767921
13 Nov 2020 Everyday Lending Limited UpheldBanking and creditMr A complains that Everyday Lending Limited (“ELL”) lent to him in an irresponsible manner. background Mr A was given two loans by ELL. He borrowed £1,500 in June 2016, and agreed to repay his loan in 24 monthly instalments. The following year, in February 2017, he refinanced the loan and... (3 pages)View decision -
Decision Reference DRN-3553609
23 May 2023 MBNA Limited Not upheldBanking and PaymentsDRN-3553609 The complaint Mr D complains that MBNA Limited won’t refund to him the money that he and his wife paid for a holiday product. He’s being represented in his complaint by a claims management company. What happened Mr D and his wife entered into a vacation plan purchase agreement ... (3 pages)View decision -
Decision Reference DRN9344329
2 Oct 2015 Santander UK Plc UpheldInvestment and pensionsMr and Mrs R complain Santander failed to contact them about the decreasing term assurance (DTA) they took out to cover their mortgage because it did not have their correct address. And because of this they didn’t cancel the policy earlier and paid the premiums fo... (2 pages)View decision -
Decision Reference DRN5845540
8 Nov 2019 Lloyds Bank PLC Not upheldBanking and creditMrs M complains on behalf of herself and her husband that Lloyds Bank PLC processed a cheque even though there insufficient funds in the account.backgroundMrs M issued two cheques – one for £4,500 and the other for £4,000 from hers and her husband’s joint account. She says she felt under p... (2 pages)View decision -
Decision Reference DRN8246997
8 Nov 2017 Mercedes-Benz Financial Services UK Limited UpheldBanking and creditMr B complains about the annual mileage and guaranteed future value under his hire purchase agreement with Mercedes-Benz Financial Services UK Limited. He’s being helped with his complaint by his partner.backgroundA new car was supplied to Mr B under a hire purchase ag... (2 pages)View decision -
Decision Reference DRN-5598796
11 Jun 2025 Co-op Funeral Plans Limited UpheldFuneral Planning ServicesDRN-5598796 The complaint Mrs T’s complained that Co-op Funeral Plans Limited cancelled her pre-paid funeral plan without her knowledge and refunded what she’d paid to her former partner. What happened Mrs T and her former partner each bought a pre-paid funeral plan towards the end of 2... (3 pages)View decision -
Decision Reference DRN-2706660
22 Mar 2021 Mortgage Express Not upheldMortgagesDRN-2706660 The complaint Mr O complains about his buy-to-let (“BTL”) mortgage with Mortgage Express. Mr O is unhappy that Mortgage Express appointed a Law of Property Act Receiver (“Receiver”) and then took his property into possession. He would like the property returned to his control s... (4 pages)View decision -
Decision Reference DRN2364641
2 Aug 2013 Swiftcover Insurance Services Limited UpheldInsurance (excluding PPI)Mr R has complained that following the theft of his car, Swiftcover Insurance Services Limited (Swiftcover) voided his motor policy from inception and refused his claim for his stolen car. backgroundMr R took out his policy on line in September 2011 and believed that his No Claims Bonus... (3 pages)View decision