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 4563 results
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Decision Reference DRN3472122
18 Jul 2013 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs G complain that National Westminster Bank Plc has lost the title deeds to their property. They say the deeds date back to the 1700’s and the loss of them could materially affect a future sale of their property. background In 1995 Mr and Mrs G took out a mortgage with NatWe... (2 pages)View decision -
Decision Reference DRN-5064551
7 Oct 2024 Accord Mortgages Limited UpheldMortgagesDRN-5064551 The complaint Ms N complains that when she asked Accord Mortgages Limited to send her full details of all the personal information it held for her, on a recently redeemed mortgage, Accord sent all that information to the wrong address. What happened Ms N told our service tha... (3 pages)View decision -
Decision Reference DRN-3238864
9 Mar 2022 Lex Autolease Ltd Not upheldConsumer CreditDRN-3238864 The complaint Mrs B complains about the way that Lex Autolease Limited had dealt with the transfer of a cherished registration number when she returned a car at the end of a hire agreement. What happened A car was supplied to Mrs B under a hire agreement with Lex Autolease that... (3 pages)View decision -
Decision Reference DRN-2808113
17 May 2021 Partnership Home Loans Limited Not upheldMortgagesDRN-2808113 The complaint Mr D on behalf of the estate of Mrs F complains that Partnership Home Loans Limited was responsible for the title deeds being incorrectly registered when it administered an equity release loan for the late Mr and Mrs F. Mr D also complains that when the matter cam... (4 pages)View decision -
Decision Reference DRN-1936623
20 Oct 2020 TRANSUNION INTERNATIONAL UK LIMITED Not upheldConsumer CreditDRN-1936623 The complaint Mr S complains that Transunion International UK Limited (TU) failed to record correct information on his credit file relating to his electoral roll registration. He wants the record corrected and compensation. What happened Mr S tells us that he’s been trying to g... (2 pages)View decision -
Decision Reference DRN8525579
5 Sep 2018 Equifax Limited UpheldBanking and creditMs L complains that Equifax Ltd didn’t protect her personal details.background Equifax’s parent company was the subject of a cyber-attack. The attackers gained access to Ms L’s name, date of birth and phone number. Equifax accepted that Ms L could be exposed to cold ... (2 pages)View decision -
Decision Reference DRN-2074514
23 Oct 2020 Covea Insurance plc UpheldInsuranceDRN-2074514 The complaint Mrs H has complained about Covea Insurance Company Limited’s actions in connection with her motor insurance policy. Mrs H's relative, Mr H, has helped Mrs H in dealing with Covea and in bringing this complaint. But for ease of reading I'll refer to his c... (3 pages)View decision -
Decision Reference DRN3277758
2 May 2013 Bank of Scotland Plc Not upheldBanking and creditMiss R complains that Bank of Scotland Plc (trading as Halifax) has declined her claim under section 75 of the Consumer Credit Act 1974 for a refund of a registration fee paid to a dating agency. backgroundMiss R joined a dating agency and paid a registration fee. She says she was t... (2 pages)View decision -
Decision Reference DRN0683853
28 May 2015 Chaucer Insurance Services Ltd Not upheldInsurance (excluding PPI)Mrs K has complained that Chaucer Insurance Services Ltd unfairly cancelled her motor insurance policy.backgroundMrs K bought a motor insurance policy from Chaucer and it started immediately. The following day, it wrote to Mrs K and asked her to send it the following... (3 pages)View decision -
Decision Reference DRN3776529
24 Oct 2013 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsurance (excluding PPI)Company J, through its director Mr R, complains about the handling by The National Farmers’ Union Mutual Insurance Society Limited (“NFU”) of a claim against its commercial vehicle insurance. Specifically, Mr R believes that NFU did not obtain sufficient evidence from the third party wh... (2 pages)View decision
