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-5892673
29 Jan 2026 ACORN INSURANCE AND FINANCIAL SERVICES LIMITED Not upheldInsuranceDRN-5892673 The complaint Mr C complains about how ACORN INSURANCE AND FINANCIAL SERVICES LIMITED (Acorn) administered his commercial motor insurance policy. What happened Mr C held a policy arranged and administered by Acorn. Shortly before the policy was due to renew, Mr C contacted A... (2 pages)View decision -
Decision Reference DRN1018279
8 May 2019 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)This complaint is about a credit card payment protection insurance (PPI) policy taken out in 2005. Mr K says The Royal Bank of Scotland Plc (RBS) mis-sold him the PPI. my findingsI’ve considered all the available evidence and arguments to decide what’s fair and rea... (2 pages)View decision -
Decision Reference DRN9621525
23 Jan 2018 Lloyds Bank PLC Not upheldBanking and creditMr O complains that he is being asked to pay charges which he thinks are unfair. He would like Lloyds Bank PLC, trading as Lloyds Bank Cardnet, to refund these to him.Mr O brings this complaint on behalf of his company – M.backgroundAs part of an agreement Mr O h... (2 pages)View decision -
Decision Reference DRN-3302817
9 Feb 2022 Close Brothers Limited UpheldConsumer CreditDRN-3302817 The complaint Mr P complains that Close Brothers Limited, trading as Close Brothers Motor Finance (“Close Brothers”) have made an unreasonable offer to resolve a complaint he made to them. What happened I issued my provisional decision on this complaint in January of this year.... (5 pages)View decision -
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 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-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-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