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 DRN-4222662
19 Jul 2023 Openwork Limited Not upheldInsuranceDRN-4222662 The complaint Mr C has complained that Openwork Limited trading as Owl Financial (‘Owl’) mis-sold an income protection insurance policy to him. What happened Mr C took out an income protection insurance policy through Owl in August 2020. The advised sale took place via video ca... (2 pages)View decision -
Decision Reference DRN3733062
1 Feb 2017 RCI Financial Services Limited Not upheldBanking and creditMiss S complains that RCI Financial Services Limited won’t let her reject a car she got through it on finance.backgroundMiss S says she went into a car dealership and ordered a black car. But when it was delivered, it was white.She complained to the dealership. The ... (2 pages)View decision -
Decision Reference DRN8437019
21 Mar 2016 Lloyds Bank PLC UpheldBanking and creditMr T complains that Lloyds Bank PLC mis-sold packaged bank accounts.backgroundMr T opened a free Classic account with Lloyds in 2005. This was upgraded to a Select account in 2006, a Gold account in 2010 and a Platinum account in 2012. He downgraded back to a free acc... (2 pages)View decision -
Decision Reference DRN3949742
9 Oct 2017 Santander Consumer (UK) Plc Not upheldBanking and creditMr K complains that Santander Consumer (UK) plc gave him wrong information about registration details of his vehicle. As a result he was put to inconvenience in trying to correct the matter.backgroundMr K tells us he purchased a vehicle a couple of years ago on a co... (2 pages)View decision -
Decision Reference DRN-2677756
30 Sep 2021 Legal & General Home Finance Limited Not upheldMortgagesDRN-2677756 The complaint Mr and Mrs T are unhappy with what happened when they applied to take out a lifetime mortgage with Legal & General Home Finance Limited (“L&G”). They’re unhappy that L&G said a strip of land had to be registered in order for the mortgage to proceed. Th... (7 pages)View decision -
Decision Reference DRN6216845
6 Jan 2020 Caledonian Consumer Finance Ltd UpheldBanking and creditMr D complains that Caledonian Consumer Finance Ltd won’t cancel a finance agreement he took out to fund a training course and qualification. backgroundMr D signed up for a training course in March 2016. Mr D would receive a qualification in a new field of work on successful completion of ... (3 pages)View decision -
Decision Reference DRN-3237720
29 Apr 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3237720 The complaint Mr T complains to Barclays Bank UK PLC that payments on his own account were impacted, when trying to manage his late mother’s banking affairs following her passing. What happened In September 2021 Mr T visited a Barclays branch to register the death of his late m... (3 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
