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 4569 results
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Decision Reference DRN3213015
17 Jan 2017 UK Insurance Limited Not upheldInsurance (excluding PPI)Miss G complains about the valuation UK Insurance Limited (“UKI”) placed on her car after it was declared a total loss. She thought she’d been offered a trade price and it was less than similar cars she seen advertised for sale.Mrs G, Miss G’s mother, brings the comp... (2 pages)View decision -
Decision Reference DRN2833549
6 Jun 2019 Equifax Limited Not upheldBanking and creditMr A complains that his credit file with Equifax Limited doesn’t show him as being on the electoral roll at his stated address. He says this has affected his ability to obtain credit.backgroundMr A says he moved into the address in question and then successfully ap... (2 pages)View decision -
Decision Reference DRN4180855
4 May 2018 Nationwide Building Society Not upheldBanking and creditMiss B complains that Nationwide Building Society could not accept her request online to issue a cheque resulting in financial loss.backgroundMiss B tried to use the Nationwide online system to order a cheque to be sent to her. She could not do so. She spoke to a me... (2 pages)View decision -
Decision Reference DRN9848361
29 Sep 2016 Financial Administration Services Limited Not upheldInvestment and pensionsMr P complains that Financial Administration Services Limited (FAS) didn’t transfer of his investments correctly.backgroundMr P held funds in an ISA wrapper with a provider I’ll call H and he wished to transfer them to FAS. He had three funds and when he spoke to FA... (2 pages)View decision -
Decision Reference DRN-3666278
8 Sep 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3666278 The complaint Mr B complains that Lloyds Bank PLC has registered a default on his credit file despite a payment plan being agreed and has recorded an incorrect date. What happened Mr B says Lloyds registered a default on his credit file despite a payment plan being agreed. He s... (2 pages)View decision -
Decision Reference DRN8717502
15 Dec 2017 Santander UK Plc Not upheldBanking and creditMr C complains that Santander UK PLC registered a default on his credit file.backgroundMr C has made a number of previous complaints about his Santander account and the ownership of that account. He says he didn’t receive any statements or contact from Santander about... (2 pages)View decision -
Decision Reference DRN-5659991
2 Jul 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5659991 The complaint Mrs M complains about the amount Tradex Insurance Company PLC (Tradex) have paid to settle a claim she made under her motor insurance policy. What happened The details of this complaint will be well known to both parties and so I’ve summarised events. In Septem... (3 pages)View decision -
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 DRN-2945627
29 Jul 2021 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-2945627 The complaint Miss T complains about the settlement Accredited Insurance (Europe) Limited offered her after a claim made on her motor insurance policy. What happened Miss T bought a car privately for £3,800 and two weeks later she crashed into a wall, hurting herself. The poli... (3 pages)View decision -
Decision Reference DRN-2902976
19 Jul 2021 Barclays Bank UK PLC Not upheldMortgagesDRN-2902976 The complaint Mr R has complained that Barclays Bank UK Plc has told him that his title deeds comprise an electronic record. Mr R wants Barclays to provide him with his actual paper title deeds or to compensate him for these having been destroyed by the bank. What happened Mr R... (3 pages)View decision
