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 4563 results
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Decision Reference DRN5981436
30 Apr 2013 Lloyds TSB Bank Plc UpheldBanking and creditMrs J complains that Lloyds TSB failed to update the address it held for her, leaving her unaware that a default had been registered on an account that she held jointly with another person. our initial conclusionsOur adjudicator concluded that Lloyds TSB had failed properly to ... (2 pages)View decision -
Decision Reference DRN8568222
5 Sep 2013 Santander Cards UK Limited UpheldBanking and creditMr K complains that Santander Cards UK Limited wrongly registered a default on his credit card account. Mr K said that Santander should refund him the charges that it had applied to the account since it last sent him a statement.backgroundMr K says he stopped paying off the balance on ... (2 pages)View decision -
Decision Reference DRN5963805
29 Sep 2016 Mercedes-Benz Financial Services UK Limited Not upheldBanking and creditMr R complains that Mercedes-Benz Financial Services UK Limited (“MBFS”) delayed updating his credit file when his debt was repaid.background Mr R had bought a car under a credit agreement with MBFS. He sold the car to a third party, on the basis that the buyer would ... (2 pages)View decision -
Decision Reference DRN-3792151
10 Nov 2022 Standard Life Savings Limited Not upheldPensions and AnnuitiesDRN-3792151 The complaint Mr B complains that Standard Life Savings Limited delayed a request to transfer his pension fund to another provider. What happened Mr B had a Self Invested Personal Pension (SIPP) with Standard Life. He says it took Standard Life 70 days to transfer his SIPP to a... (6 pages)View decision -
Decision Reference DRN2694732
7 Jan 2014 Barclays Bank Plc Not upheldBanking and creditMr F has complained that Barclays Bank Plc mis-sold a packaged bank account to him by upgrading his current account without his knowledge or consent.backgroundIt seems that Mr F’s fee free current account was upgraded to a fee paying packaged bank account in July 2008.However, Mr F ... (3 pages)View decision -
Decision Reference DRN-2181154
17 Sep 2020 Berkshire Hathaway International Insurance Ltd Not upheldInsuranceDRN-2181154The complaintMiss E complains that her insurance broker acting on behalf of Berkshire Hathaway International Insurance Limited didn’t assist her in making an address change to her motor insurance policy and then unfairly cancelled her policy. What happenedMiss E had a car insura... (3 pages)View decision -
Decision Reference DRN2209854
12 Feb 2020 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr E has complained that his motor insurer, AXA Insurance UK Plc, caused a long delay in dealing with his claim from an accident and failed to communicate properly. Mr E said this caused him a loss of earnings for which he seeks compensation of around £1,000. backgroundMr E was involved in... (3 pages)View decision -
Decision Reference DRN7422514
27 Jul 2020 Carnegie Consumer Finance Limited Not upheldBanking and creditMr B complains that Carnegie Consumer Finance Limited (‘CCF’) won’t let him withdraw from a fixed sum loan agreement he took to cover the cost of a course.backgroundIn September 2018 Mr B enrolled on a course to become an electrician with a company I’ll refer to as ‘D’. The course cost a t... (3 pages)View decision -
Decision Reference DRN1770665
6 Sep 2018 Markerstudy Insurance Company Limited Not upheldInsurance (excluding PPI)Mr P complained about Markerstudy Insurance Company Limited’s handling of his claims under his car insurance policy.Reference to Markerstudy includes their agents.background Mr P made four separate claims for four separate incidents that resulted in damage to his car. He co... (3 pages)View decision -
Decision Reference DRN-5181090
18 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5181090 The complaint Mrs S complains that Santander UK Plc (‘Santander’) acted incorrectly when registering a power of attorney. What happened Mrs S is a joint account holder with a person I’ll call ‘M’ – who, some time ago, had arranged an Enduring Power of Attorney (‘EPA’) showi... (4 pages)View decision
