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 DRN3765996
15 Oct 2018 Equifax Limited Not upheldBanking and creditMrs N complains that EQUIFAX LIMITED didn’t protect her personal details. And it took a long time before it told her there was a problem.background In May 2017 Equifax’s parent company was the subject of a cyber attack and the attackers gained access to some of Mrs N’s... (3 pages)View decision -
Decision Reference DRN-3431591
16 May 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3431591 The complaint Mr G complains that a call handler acting on behalf of Aviva Insurance Limited spoke to him rudely following a claim he had made under his motor insurance policy. What happened Mr G reported an incident in August 2021 when his vehicle was damaged. Aviva arranged f... (2 pages)View decision -
Decision Reference DRN6714251
18 Mar 2016 Lloyds Bank PLC Not upheldBanking and creditMiss W has complained that Lloyds Bank PLC mis-sold a Silver packaged bank account to her in 2008. She pays a monthly fee for the account, which offers a number of benefits in return.Miss W has used a claims management company (CMC) to bring her complaint to us. b... (2 pages)View decision -
Decision Reference DRN-2722879
15 Jun 2021 Ascent Performance Group Limited Not upheldMortgagesDRN-2722879 The complaint Mr B complains that Ascent Performance Group Limited didn’t act fairly when he repaid a shared equity loan. Ascent administers the loan on behalf of the lender. He asks that it assists in updating his property title. What happened Mr B repaid a shared equity loan ... (2 pages)View decision -
Decision Reference DRN-5568569
28 May 2025 Santander UK Plc Not upheldConsumer CreditDRN-5568569 The complaint Ms G complains that Santander UK Plc was responsible for her personal data being left in an unsecured location, which resulted in it going missing. What happened Ms G made a Data Subject Access Request (DSAR) with Santander. Santander processed the request, an... (3 pages)View decision -
Decision Reference DRN8943983
7 Mar 2017 FCE Bank Plc Not upheldBanking and creditMr M complains that a car he bought through a hire purchase agreement with FCE Bank plc (trading as Ford Credit ((Ford) wasn’t the model specified on his agreement. He wants the right car, a refund or a reduction in his payments.backgroundMr M says he bought a use... (2 pages)View decision -
Decision Reference DRN-2559119
2 Feb 2021 MI Money Limited Not upheldBanking and PaymentsDRN-2559119 The complaint Mrs B has complained that MI Money Ltd, trading as TotallyMoney, allowed a third party to take out credit cards in her name. What happened On 26 April 2019, Mrs B checked her status with a credit reference agency, which she uses. She discovered that TotallyMoney h... (3 pages)View decision -
Decision Reference DRN-1852052
25 Jan 2021 esure Insurance Limited Not upheldInsuranceDRN-1852052 The complaint Mr K says esure Insurance Limited didn’t deal properly with a claim he made on his motor insurance policy and that it repaired his car when it should have been written-off. What happened On 3 March 2020 Mr K’s car was damaged in an accident. He contacted esure whe... (2 pages)View decision -
Decision Reference DRN9898879
5 Jul 2016 One Call Insurance Services Limited UpheldInsurance (excluding PPI)Mr J’s complained that One Call Insurance Services Limited didn’t change his motor insurance policy when he told it he’d changed his car. Mr J’s car was impounded by the police. backgroundMr J bought his motor insurance policy with One Call. He changed his car an... (3 pages)View decision -
Decision Reference DRN-4135514
28 Sep 2023 TSB Bank plc UpheldBanking and PaymentsDRN-4135514 The complaint Mr M complains that TSB Bank plc (“TSB”) gave a third-party (“TP”) information about his account without his authority. What happened Mr M held an account jointly with another party (“JP”) with TSB. The JP died on 1 March and Mr M informed TSB of the death and it ... (2 pages)View decision
