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 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 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 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-5877686
15 Dec 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5877686 The complaint Miss D is unhappy with Clydesdale Bank Plc trading as Virgin Money. Miss D opened a Virgin Money ISA but found this highly stressful because she couldn’t find Virgin Money’s details on the Financial Services Compensation Scheme (FSCS) register. Miss D said whe... (4 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 DRN2535390
6 Aug 2018 Chubb European Group plc Not upheldInsurance (excluding PPI)Mr H has complained that Chubb European Group (CEG) plc’s decision to reject his theft claim is unfair. Mr H made a claim under his car insurance policy when his car was stolen.Mr H’s representative is assisting him in his complaint.backgroundMr H bought a car insur... (2 pages)View decision -
Decision Reference DRN-3434193
19 May 2022 Equifax Limited UpheldConsumer CreditDRN-3434193 The complaint Mr W is unhappy about Equifax Limited reporting his personal information on his brother’s credit report. Mr W is represented in his complaint by a firm of solicitors. What happened In mid-2021, Mr W became aware that his data had mistakenly appeared on his brother... (2 pages)View decision -
Decision Reference DRN-4719090
3 Jun 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4719090 The complaint Mr D complains that his carer, Miss X, as an authorised card holder, was unable to use his credit card for online purchases on two occasions. What happened Mr D held a credit card account with MBNA and another with Halifax Bank. They are part of the same banking g... (2 pages)View decision -
Decision Reference DRN-2741217
13 Sep 2021 Equifax Limited Not upheldConsumer CreditDRN-2741217 The complaint Miss W complains Equifax Limited charged her a monthly subscription fee which she wasn’t aware of. What happened Miss W signed up to Equifax’s 30 day free trial in September 2020. Miss W says she forgot to cancel her membership following this period, so she was ch... (2 pages)View decision -
Decision Reference DRN-1601093
26 Feb 2020 NewDay Ltd Not upheldConsumer CreditDRN-1601093 The complaintMrs A complains about credit searches carried out on her by NewDay Ltd. What happenedMrs A has been represented in making this complaint by her mother, also Mrs A, who I'll refer to as Mrs A senior. After accessing her credit reference record, Mrs A became awa... (3 pages)View decision