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 DRN4500698
10 Sep 2018 Close Brothers Limited UpheldBanking and creditMs J complains the vehicle she purchased on a conditional sale agreement financed by Close Brothers Limited (CBMF) was misrepresented. She wants compensation.backgroundMs J tells us she acquired the vehicle from a dealer I’ll call “L” in November 2016. She says as part o... (3 pages)View decision -
Decision Reference DRN-5181090
18 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5181090 The complaint Mrs S complains that Santander UK Plc (‘Santander’) acted incorrectly when registering a power of attorney. What happened Mrs S is a joint account holder with a person I’ll call ‘M’ – who, some time ago, had arranged an Enduring Power of Attorney (‘EPA’) showi... (4 pages)View decision -
Decision Reference DRN1770665
6 Sep 2018 Markerstudy Insurance Company Limited Not upheldInsurance (excluding PPI)Mr P complained about Markerstudy Insurance Company Limited’s handling of his claims under his car insurance policy.Reference to Markerstudy includes their agents.background Mr P made four separate claims for four separate incidents that resulted in damage to his car. He co... (3 pages)View decision -
Decision Reference DRN-5209205
27 Jan 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5209205 The complaint Mrs F complains about the cost involved in releasing the charge held by Bank of Scotland plc trading as Halifax on her property, for a mortgage that has since been redeemed. What happened Mrs F took a mortgage with Halifax in 1999 for a property in Northern Ire... (3 pages)View decision -
Decision Reference DRN3117147
29 Jan 2015 Ecclesiastical Insurance Office Plc UpheldInsurance (excluding PPI)The circumstances and background to this complaint were set out in my provisional decision of November 2014 which was in the following terms: complaintMr and Mrs S complain about the handling of their legal expenses claim by EcclesiasticalInsurance Office Plc. References to Ecclesiastic... (5 pages)View decision -
Decision Reference DRN6200856
8 May 2013 HSBC Bank plc Not upheldBanking and creditMr and Mrs N complain about HSBC Bank Plc’s (trading as ‘first direct’) refusal to agree to two requests for a second charge on their property.our initial conclusionsThe adjudicator did not recommend that the complaint be upheld, because first direct was entitled to refuse its... (2 pages)View decision -
Decision Reference DRN-1884769
1 Jul 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-1884769 The complaintMr P complains about the service he received from HSBC Bank UK Plc when he bought a used car, transferring money from his HSBC account. What happenedIn July 2019 Mr P agreed to buy a used car in a private sale. He went to see the car and the seller, and they agreed... (2 pages)View decision -
Decision Reference DRN-4836260
12 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4836260 The complaint Ms R is unhappy that Santander UK Plc restricted her access to her account, and with the service she’s received surrounding that. Ms R suffers with early onset dementia and so her complaint is brought to this service by her son, who holds Power of Attorney for her... (6 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 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