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 DRN-3042814
20 Sep 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3042814 The complaint Mrs S complains on behalf of her mother’s estate that HSBC UK Bank Plc shouldn’t have registered a power of attorney as it allowed her mother to be taken advantage of. What happened Mrs S’s mother sadly passed away in September 2018. At the time, Mrs S’s brother w... (2 pages)View decision -
Decision Reference DRN-2934645
6 Sep 2021 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-2934645 The complaint Mr C complains that a car acquired with finance from Mercedes-Benz Financial Services UK Limited was registered to him before he acquired it. He’s also unhappy that he hasn’t received extras he purchased with the agreement. What happened In April 2018 Mr C was sup... (2 pages)View decision -
Decision Reference DRN9691658
15 Dec 2015 Exeter Friendly Society Limited Not upheldInsurance (excluding PPI)Mrs K has complained about Exeter Friendly Society Limited’s decision not to renew her annually-renewable private medical insurance (“PMI”) policy. backgroundMrs K held a policy with Exeter Friendly for many years. Then, in July 2014, Exeter Friendly wrote to Mrs K to s... (3 pages)View decision -
Decision Reference DRN9402299
20 Dec 2019 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs G have complained that Lloyds Bank PLC failed to return their title deeds after they redeemed their mortgage.backgroundThe mortgage was repaid on 11 December 2007. Mr and Mrs G say they requested their title deeds over the years but never received them. They say this prevented t... (2 pages)View decision -
Decision Reference DRN-4969414
20 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4969414 The complaint Mr E complains Vanquis Bank Limited (Vanquis) should have done more to help him recover a £50 administrative charge paid to an insurance broker. What happened On 27 December 2023, Mr E said he paid £50 with his credit card to an insurance broker (which I’ll ca... (4 pages)View decision -
Decision Reference DRN6636105
17 Aug 2015 Redcats (Brands) Limited Not upheldBanking and creditMiss M had a catalogue account with Redcats (Brands) Limited, trading as La Redoute. She complains that La Redoute defaulted this account and placed adverse information on her credit file. She says that she did not receive any correspondence about an outstanding balance,... (2 pages)View decision -
Decision Reference DRN6327164
26 Apr 2016 TSB Bank plc UpheldBanking and creditMiss C complains that TSB Bank plc has wrongly returned unpaid a number of direct debits. She wants compensation.backgroundOur adjudicator recommended that this complaint be upheld. Having checked with a number of Miss C’s creditor’s she found that there had been ... (2 pages)View decision -
Decision Reference DRN3007136
5 Feb 2015 The Royal Bank of Scotland Plc Not upheldBanking and creditMiss K complains that The Royal Bank of Scotland Plc supplied incorrect information to credit reference agencies which prevented her getting a better mortgage deal.backgroundMiss K got a mortgage with RBS in October 2009. In early 2014, she discovered that RBS had registered a default ... (1 page)View decision -
Decision Reference DRN1482735
24 Jul 2014 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mrs H says The Royal Bank of Scotland Plc (“RBS”) mis-sold her a payment protection insurance (“PPI”) policy. backgroundThis complaint is about a credit card PPI policy taken out in October 2005. The policy was added to Mrs H’s credit card account when she applied for the card online ... (1 page)View decision -
Decision Reference DRN4717190
28 Jun 2019 Santander UK Plc UpheldBanking and creditMrs M1 has brought a complaint to our service on behalf of her mother Mrs M2, for whom she has power of attorney. She complains that Santander UK Plc did not make her a joint signatory on her mother’s account when they were asked to. And she says her mother is... (3 pages)View decision