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 4303 results
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Decision Reference DRN8405660
5 Sep 2014 Experian Limited Not upheldBanking and creditMr T complains that Experian Limited will not comply with his instruction to remove financial associations with his wife that are showing on his credit report. background Mr T accepts that, for the purposes of credit reference information, some limited registration of financial associat... (2 pages)View decision -
Decision Reference DRN2383877
10 Jan 2019 Mortgage Compare Limited Not upheldBanking and creditMs A complains that Mortgage Compare Limited trading as Mortgage and Insurance Professionals (“MIP”) acted unfairly and unreasonably when acting as her mortgage broker. She wants a county court judgment (“CCJ”) removed from her credit records.backgroundMs A wanted a mortgag... (2 pages)View decision -
Decision Reference DRN4570082
12 Jan 2015 Lloyds Bank PLC Not upheldBanking and creditFor the reasons I’ve explained, my final decision is that I do not uphold this complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr U either to accept or reject my decision before 12 February 2015. Niall Taylor ombudsman at the Financial Ombudsman Ser... (2 pages)View decision -
Decision Reference DRN3699219
18 Jul 2019 UK Insurance Limited UpheldInsurance (excluding PPI)Mrs A complains that U K Insurance Limited (“UKI”) wrongly put her name in a letter it sent to a third party after she made a claim on her motor insurance policy following an accident.backgroundMrs A’s car was hit by a motorbike driven by an unidentified driver whilst it was parked outside... (2 pages)View decision -
Decision Reference DRN3936328
7 Oct 2016 The Society of Lloyd's Not upheldInsurance (excluding PPI)Mr M, on behalf of Business ‘S’ has complained about the way The Society of Lloyd’s has dealt with a claim S made under a commercial vehicle policy. Mrs M is assisting Mr M with the complaint.backgroundS made a claim to their insurer, Lloyd’s following fire damage to ... (2 pages)View decision -
Decision Reference DRN7407223
30 Oct 2015 HSBC Bank plc Not upheldBanking and creditMrs C complains that HSBC Bank Plc won’t accept she’s a UK resident. And because her daughter is registered as Power of Attorney (“POA”) and lives in the United States (“US”), it insists she completes some US tax paperwork. Mrs C is represented by Ms C.backgroundMs C... (2 pages)View decision -
Decision Reference DRN1572392
12 Feb 2019 FirstRand Bank Limited UpheldBanking and creditMr D is unhappy with a car he bought on credit provided by FirstRand Bank Limited.backgroundMr D entered into a hire purchase agreement with FirstRand in March 2017 to finance the purchase of a car. He chose the car in question in reliance on an advert placed on line.... (2 pages)View decision -
Decision Reference DRN9897285
31 Jan 2017 Santander UK Plc Not upheldBanking and creditMr L’s unhappy that Santander UK Plc won’t remove adverse information he thinks it’s unfairly recorded on his credit file. The information relates to an unauthorised overdraft that Mr L ran up when buying a laptop. He says the retailer told him his Santander debit card ... (2 pages)View decision -
Decision Reference DRN2589721
15 Apr 2020 UK Insurance Limited Not upheldClaims ManagementMr S complains that U K Insurance Limited (“UKI”) wrongly recorded a fault claim against him when he made a claim on his motor insurance policy. backgroundMr S’s car was hit by the car behind, which in turn had been hit by a third car, and was shunted into Mr S’s car. The third car fled th... (2 pages)View decision -
Decision Reference DRN-5501536
24 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5501536 The complaint Mr J complains that Santander UK Plc rejected his claim under Section 75 of the Consumer Credit Act 1974 (‘CCA’). Mr J made the purchases along with his wife. But as the payments were made using a credit card in his sole name, he is the only eligible complainan... (10 pages)View decision
