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 4777 results
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Decision Reference DRN1765187
16 Jan 2019 Equifax Limited Not upheldBanking and creditMr R complains about various errors he says Equifax Limited has recorded on his credit file. And he says it’s failed to acknowledge his complaint. He wants an explanation and compensation.backgroundMr R told us he’d written two letters to Equifax on successive days in ... (3 pages)View decision -
Decision Reference DRN-3267657
1 Feb 2022 esure Insurance Limited UpheldInsuranceDRN-3267657 The complaint Mr M complains that esure Insurance Limited avoided his motor insurance policy and refused to pay his claim. Reference to esure includes its agents. What happened Mr M took out a motor insurance policy with esure over the telephone. When he was involved in a road ... (3 pages)View decision -
Decision Reference DRN8161098
22 Feb 2017 Volkswagen Financial Services (UK) Limited UpheldBanking and creditMr L complains that Volkswagen Financial Services (UK) Limited, trading as Porsche Financial Services, (“PFS”), didn’t allocate the payment of £30,000 he made towards his hire purchase agreement with it in April 2016, until September 2016. He would like PFS to credit his... (3 pages)View decision -
Decision Reference DRN8937457
4 Apr 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr U complains that Aviva Insurance Limited cancelled his motor insurance policy from the start (voided it) without telling him. He wants it to rectify his situation or refund his premium.backgroundAviva said it voided Mr U’s policy because it thought he had misrepr... (3 pages)View decision -
Decision Reference DRN-5677251
8 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5677251 The complaint Mr L complains about the service he received from Nationwide Building Society (“Nationwide”) when he tried to make a cash withdrawal in branch. In particular, he is unhappy that he was asked to speak to a member of its fraud team for over 20 minutes and was the... (3 pages)View decision -
Decision Reference DRN-2457688
11 May 2021 MCE Insurance Company Limited Not upheldInsuranceDRN-2457688 The complaint Mr H is unhappy with the way MCE Insurance Company Limited handled a claim from a third party representative (TPR) under his motorcycle insurance policy. What happened MCE received a claim from a TPR in December 2018 about an alleged incident involving Mr H’s moto... (3 pages)View decision -
Decision Reference DRN4830598
19 Sep 2016 Paymentsense Limited UpheldBanking and creditMr and Mrs D complain that Paymentsense Limited has unfairly refused to pay the cancellation charges incurred with their previous merchant services provider.backgroundMr and Mrs D moved their merchant services arrangements from their old provider to Paymentsense. They s... (3 pages)View decision -
Decision Reference DRN6997024
23 Jun 2016 Lloyds Bank PLC UpheldBanking and creditMs S has complained that Lloyds Bank PLC (“Lloyds”) mis-sold her a Gold packaged bank account in 2011. Ms S has used a Claims Management Company (“CMC”) to bring this complaint to us.backgroundMs S also initially complained about the sale of a Silver account that took... (3 pages)View decision -
Decision Reference DRN1850126
2 May 2018 Loan.Co.UK Limited Not upheldBanking and creditMiss T complains that Loan.co.UK Ltd (“LCU”) didn’t treat her fairly or reasonably when dealing with her application for a second mortgage. She wants matters put right.backgroundMiss T wanted to buy a piece of land, the price of which was lowered as the seller wanted ... (3 pages)View decision -
Decision Reference DRN-5361946
16 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5361946 The complaint Mr F complains about NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest)’s decision not to uphold his dispute about the purchase of a car. What happened Mr F purchased a car in November 2023 from a merchant (who I’ll refer to as ‘C’ throughout this decis... (3 pages)View decision