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 4361 results
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Decision Reference DRN9750719
28 Jul 2014 BISL Limited Not upheldInsurance (excluding PPI)Ms A has complained that she was referred to an accident management company when reporting a claim to BISL Limited, her insurance broker, when she was under the impression that she was claiming through her own motor insurance policy. background Ms A is unhappy that BISL Limited referred... (2 pages)View decision -
Decision Reference DRN7841543
7 Jun 2013 Capital One (Europe) plc UpheldBanking and creditMr A is unhappy that Capital One (Europe) plc has applied a default to his credit report. This is because other financial providers have not registered a default. backgroundMr A fell into arrears with Capital One and other lenders. He entered into a Debt Management Plan (DMP) through a ... (2 pages)View decision -
Decision Reference DRN3015943
12 May 2016 Tesco Personal Finance PLC Not upheldBanking and creditMr R complains that Tesco Personal Finance PLC unfairly registered information about him on fraud prevention databases.backgroundMr R opened a credit card account with Tesco. A couple of weeks later, Tesco asked Mr R to provide verification of identity, which he did b... (2 pages)View decision -
Decision Reference DRN4832200
16 Feb 2015 Capital Home Loans Limited Not upheldBanking and creditMr and Mrs K complain – through their solicitors - that Capital Home Loans Limited (‘CHL’) (1) wrongly appointed Law of Property Act (‘LPA’) receivers over their property and (2) applied unfair charges under that appointment.backgroundIn August 2007 Mr and Mrs K took out an interest... (3 pages)View decision -
Decision Reference DRN7275253
2 Mar 2017 Standard Life Assurance Limited Not upheldInvestment and pensionsMr W complains about difficulties he had when he tried to register online to view and manage his pension plan. Standard Life Assurance Limited (Standard Life) has paid him compensation of £40. Mr W thinks that should be increased. backgroundMr W wrote to Standard L... (3 pages)View decision -
Decision Reference DRN8242715
27 Jan 2015 RCI Financial Services Limited UpheldBanking and creditMrs Q complains that RCI Financial Services Limited (trading as RCI Financial Services) (“RCI”) delayed in giving her the correct information about her account and in updating her car detailsour initial conclusionsThe adjudicator concluded that RCI should pay Mrs Q £100 compensat... (2 pages)View decision -
Decision Reference DRN-3478652
4 Jul 2022 FCA Automotive Services UK Ltd Not upheldConsumer CreditDRN-3478652 The complaint Mr R says that FCA Automotive Services UK Ltd (“FCA”) are relying on the wrong version of a finance agreement he has with them for a car. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll fo... (2 pages)View decision -
Decision Reference DRN0526115
9 Oct 2014 Black Horse Limited Not upheldBanking and creditMr B complains that Black Horse Limited recorded incorrect information on his credit file, and has said he is in arrears when this is not the case.backgroundMr B entered into a hire purchase agreement with Black Horse in July 2008 for the purchase of a car. He originally chose one vehic... (2 pages)View decision -
Decision Reference DRN0238861
13 Jun 2016 Barclays Bank Plc Not upheldBanking and creditMiss W and Miss B complain that they were mis-sold packaged bank accounts by Barclays Bank Plc. backgroundMiss W and Miss B had a joint account with Barclays. This was upgraded to an “Additions” packaged bank account in 2002 and then an “Additions Plus” account in ... (3 pages)View decision -
Decision Reference DRN4360254
17 Sep 2013 Shop Direct Finance Company Limited UpheldBanking and creditMrs L complains that she has been an agent of Shop Direct Finance Company Limited (“Shop Direct”) for many years. However, Shop Direct has pursued her personally for a debt after one of her customers failed to pay for a purchase. backgroundShop Direct says Mrs L opened her account in 1... (3 pages)View decision
