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 4323 results
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Decision Reference DRN1139135
20 Dec 2016 Mercedes-Benz Financial Services UK Limited UpheldBanking and creditMr N complains that Mercedes-Benz Financial Services UK Limited, trading as Mercedes- Benz Finance, (“MBF”), incorrectly recorded a default and an outstanding balance on his credit file. This caused a mortgage application to be put on hold, damage to his reputation and c... (3 pages)View decision -
Decision Reference DRN6423019
1 Aug 2018 esure Insurance Limited Not upheldInsurance (excluding PPI)Mrs A complains about the valuation that esure Insurance Limited offered for her car under her motor insurance policy. She wants it to offer a fair market value.backgroundMrs A’s car was stolen and esure offered her £11,284, less the policy excess, as its pre-loss ma... (2 pages)View decision -
Decision Reference DRN3053148
14 Nov 2016 Automotive Compliance Ltd Not upheldBanking and creditMr H complains that Automotive Compliance Ltd mis-sold him a conditional sale agreement. He says he didn’t know he wouldn’t be the registered owner of the car. He wants all his payments refunded and his credit file amended. His complaint is brought on his behalf by a... (2 pages)View decision -
Decision Reference DRN1448649
8 Dec 2016 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. Not upheldInsurance (excluding PPI)Mr B has complained that Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. (Mapfre) refused to pay his motor warranty claim.backgroundMr B claimed on his policy after finding a problem with his turbo. Mapfre said it sent Mr B’s turbo to a specialist... (2 pages)View decision -
Decision Reference DRN-5411914
2 Jun 2025 U K Insurance Limited Not upheldInsuranceDRN-5411914 The complaint Mr B has complained that U K Insurance Limited trading as Direct Line (UKI) recorded a claim as a fault claim under his car insurance policy. What happened In January 2020 Mr B was involved in an incident. He said a lorry crossed lanes and collided into his car... (2 pages)View decision -
Decision Reference DRN-5220296
20 May 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5220296 The complaint Mr W complains that The Royal London Mutual Insurance Society Limited (Royal London) caused avoidable delays to the in-specie transfer of his Self-Invested Personal Pension (SIPP) from it to a provider I’ll refer to as provider H. Mr W says these delays prevent... (6 pages)View decision -
Decision Reference DRN0670941
30 Dec 2014 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs G complain that National Westminster Bank Plc mis-sold them a re-mortgage. To resolve their complaint they want the bank to extend the term of the mortgage.backgroundMr and Mrs G took a mortgage with NatWest, to repay their existing mortgage with another lender and other ... (2 pages)View decision -
Decision Reference DRN0169233
26 May 2016 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs W complain that National Westminster Bank Plc incorrectly registered a default on their credit file and on the wrong date. They also complain that NatWest didn’t accept a payment arrangement to clear an outstanding balance on their account.Mr W is representing... (2 pages)View decision -
Decision Reference DRN1606884
24 Jan 2014 Bank of Scotland Plc Not upheldBanking and creditMrs T complains that Bank of Scotland Plc did not register a Power of Attorney (PoA) on her behalf as agreed.our initial conclusionsThe adjudicator did not recommend that the complaint should be upheld. In her view, Bank of Scotland offered to prepare a PoA for Mrs T when she g... (2 pages)View decision -
Decision Reference DRN1532601
29 May 2013 Santander UK Plc Not upheldBanking and creditMr C complains that Santander UK plc did not correctly register the Power of Attorney (POA) he holds for his mother.our initial conclusionsThe adjudicator recommended that the complaint should be upheld. Although Santander has now correctly recorded the POA, he concluded that it ... (2 pages)View decision
