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 4282 results
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Decision Reference DRN9885585
2 Sep 2013 MBNA Limited UpheldBanking and creditMr T complains that MBNA Limited increased the interest rate on his credit card on 30 July 2007 by 7%, from 27.9% to 34.9%, without prior notification. He says that this increased interest rate led him to being unable to manage his debt.backgroundMr T registered his complaint with the F... (2 pages)View decision -
Decision Reference DRN-2641875
29 Jun 2021 Tradex Insurance Company Limited Not upheldInsuranceDRN-2641875 The complaint Mr G is unhappy Tradex Insurance Company Limited cancelled his motor trader insurance policy. What happened Mr G bought a motor trader insurance policy through a broker who I’ll call “C”. C was authorised by Tradex to communicate with Mr G on its behalf. For eas... (2 pages)View decision -
Decision Reference DRN1273178
28 May 2019 Mercedes-Benz Financial Services UK Limited Not upheldBanking and creditMr T complains about the compensation that he’s been offered by Mercedes-Benz Financial Services UK Limited, trading as Mercedes-Benz Finance, for a car that he rejected.background Mr T paid £900 to a broker to find a car for him. And a nearly new car was supplied ... (3 pages)View decision -
Decision Reference DRN9258647
20 May 2014 Domestic & General Insurance Plc UpheldInsurance (excluding PPI)Mr B complains that Domestic & General Insurance PLC (D&G) failed to register two appliances under an extended warranty which was offered to him by his credit card provider. He also complains about D&G’s handling of his complaint. backgroundThe provider of Mr B’s credit card... (2 pages)View decision -
Decision Reference DRN4827488
26 Apr 2013 UK Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs N complain that U K Insurance Limited (UKI) unfairly rejected the part of a claim they made that was covered by the uninsured driver promise (the UDP) within their motor insurance policy. They also complain that they received poor customer service from UKI in general.backgro... (2 pages)View decision -
Decision Reference DRN3051197
24 Mar 2020 The Mortgage Shop (Barnsley) Ltd UpheldBanking and creditMr and Mrs W complain about the way The Mortgage Shop (Barnsley) Ltd (“TMS”) dealt with their application for a mortgage. Mr and Mrs W want compensation for the cost of purchasing the freehold interest by credit card.backgroundTMS assisted Mr and Mrs W as broker in applying for a mortgage ... (2 pages)View decision -
Decision Reference DRN2093606
30 Oct 2015 Bank of Scotland Plc UpheldBanking and creditMr L, acting on behalf of Mrs L, his mother, complains that Bank of Scotland plc offered a poor level of service when he was setting up online access under his Power of Attorney for her.background Mr L has Power of Attorney for his mother and had registered this w... (2 pages)View decision -
Decision Reference DRN-5313295
24 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5313295 The complaint Mr A and Mrs K complain that Barclays Bank UK PLC (“Barclays”) failed to refund transactions they didn’t recognise. What happened Mrs K was the main account holder involved with this complaint, so I’ll mainly refer to her for ease of reading. Mrs K reported to ... (5 pages)View decision -
Decision Reference DRN2170451
17 Jul 2017 Automobile Association Insurance Services Limited Not upheldInsurance (excluding PPI)Mrs G has complained that Automobile Association Insurance Services Limited (AA) restarted her breakdown policy without permission and then automatically renewed when she didn’t want it to.backgroundIn 2009 Mrs G said she asked AA to cancel her policy as she’d got free c... (2 pages)View decision -
Decision Reference DRN5300827
24 Jan 2014 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr B’s complaint is about a payment protection insurance (PPI) policy taken out in June 2007 alongside a credit card. Mr B says that The Royal bank of Scotland Plc (RBS) mis-sold the policy.backgroundIn June 2007 Mr B applied for an RBS credit card using a postal application form. At ... (4 pages)View decision
