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 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-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 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-2894783
6 Sep 2021 Covea Insurance plc Not upheldInsuranceDRN-2894783 The complaint Mr G complains that Covea Insurance plc didn’t tell him that a marker would still be recorded against his motor insurance policy on the Claims and Underwriting Exchange (CUE) database after he had repaid his claim. He wants the marker removed or compensation for t... (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 DRN1012039
3 May 2019 Lookers Motor Group Limited Not upheldBanking and creditMr H complains he was mis-sold a personal contract hire finance agreement by Lookers Motor Group Limited. He wants to end the agreement.backgroundMr H tells us he first applied to have the agreement in the name of his business but was told he had to proceed with a ... (3 pages)View decision -
Decision Reference DRN9323055
4 Jan 2017 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr H complains that Aviva Insurance Limited settled a claim made against him under his car insurance policy, without telling him, on the basis that he was responsible for damage caused to the other driver’s car.background The other driver alleged that Mr H had run in... (2 pages)View decision
