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
-
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 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 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 DRN-5729105
30 Oct 2025 Equifax Limited UpheldConsumer CreditDRN-5729105 The complaint Mr S complains Equifax Limited allowed a fraudster to set up a second account and compromise his personal data. What happened Mr S was unfortunately the victim of fraud previously. To safeguard himself from this potentially happening again, he changed a lot of ... (3 pages)View decision -
Decision Reference DRN7252699
12 Jul 2016 MD Insurance Services Ltd Not upheldInsurance (excluding PPI)Mr C complains that MD Insurance Services Ltd failed to return all the money he’d paid for a building warranty, when he cancelled it. MDIS act for a branded policy but I shall for convenience refer to MDIS throughoutbackgroundMr C arranged through MDIS to obtain a build... (2 pages)View decision -
Decision Reference DRN-4554533
25 Jan 2024 KGM Underwriting Services Limited Not upheldInsuranceDRN-4554533 The complaint Mr N has complained about KGM Underwriting Services Limited trading as KGM Motor (KGM)’s decision to reject a theft claim he made under his car insurance policy. What happened Mr N bought a car insurance policy with KGM in September 2020 which he subsequently rene... (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 -
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