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 4393 results
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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 DRN8696082
26 Sep 2018 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs C complain about how U K Insurance Limited, trading as Direct Line (UKI), has recorded a claim Mrs C made on her car insurance policy with it.backgroundMr and Mrs C both held car insurance policies with UKI. Mrs C was a named driver on Mr C’s policy.In Septe... (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 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 DRN8274093
11 Feb 2019 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr J has complained that Acromas Insurance Company Limited refused to cover the costs of repairs to his partner’s car following a breakdown. Mr J believed he’d added a Breakdown Repair Cover (BRC) policy for his partner to his and her membership in 2017.backgroundMr ... (3 pages)View decision -
Decision Reference DRN-3872556
6 Feb 2023 Skyfire Insurance Company Limited Not upheldInsuranceDRN-3872556 The complaint Mr S complains about how Skyfire Insurance Company Limited dealt with a claim on his car insurance policy. What happened Mr S’s car was damaged, so he claimed on his policy with Skyfire. Skyfire accepted the claim and deemed Mr S’s car as what is known as a “total... (2 pages)View decision -
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-2930115
4 Nov 2021 Oodle Financial Services Limited Not upheldConsumer CreditDRN-2930115 The complaint Mr L has complained Oodle Financial Services Limited, trading as Oodle Car Finance, is holding him liable for the payment remaining from a hire purchase agreement which he never took out. What happened In April 2019 a hire purchase agreement with Oodle Car Finance... (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 DRN8618559
26 Jan 2019 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Mr D complains that Liverpool Victoria Insurance Company Limited (LV) declined to pay his claim on his motor insurance policy following an accident. He wants it to pay the £5,000 claim.backgroundMr D said a van hit his car but he was unable to get the van’s details... (2 pages)View decision
