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-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 DRN1667943
18 May 2016 Active Securities Limited UpheldBanking and creditMr D complains that Active Securities Limited (trading as 24/7 Moneybox) gave him loans he couldn’t afford. background Mr D says that 24/7 Moneybox gave him a number of loans which struggled to repay. Mr D eventually entered into a repayment plan with 24/7 Moneybox... (2 pages)View decision -
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 DRN-3409648
8 May 2022 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-3409648 The complaint Mr B complains that TransUnion International UK Limited included information on his credit file that belonged to his sibling. What happened In about May 2021, Mr B applied for a mortgage in principle so that he could view a property he was thinking of buying. Howe... (2 pages)View decision -
Decision Reference DRN-5480801
30 Oct 2025 Equiniti Financial Services Limited Not upheldInvestmentsDRN-5480801 The complaint Miss H complains that Equiniti Financial Services Limited (EFSL) didn’t properly handle a death registration or protect the shares held with it from fraud. Her complaint is brought by her personal representative, Miss B. What happened Miss H held shares joint... (3 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 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