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 DRN7039629
17 Oct 2014 Barclays Bank Plc Not upheldBanking and creditMr and Mrs L complain that Barclays Bank Plc did not take sufficient steps to prevent their small business becoming the victim of fraud, and has unfairly closed their merchant services facility and registered information about them with fraud prevention databases.backgroundMr and Mrs L op... (2 pages)View decision -
Decision Reference DRN-3289183
10 Feb 2022 TSB Bank plc Not upheldBanking and PaymentsDRN-3289183 The complaint M, a limited company, complains that TSB Bank plc hasn’t provided a reliable internet banking service, and this has caused it loss and inconvenience. What happened The director of M explains that there have been problems since the account was opened. The registrat... (2 pages)View decision -
Decision Reference DRN9954880
17 Dec 2013 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr R’s son disputes he was involved in an accident and causing damage to a third party on 31 May 2011. The third party alleges that Mr R’s son hit his car whilst it was parked and proceeded to drive away from the incident.The third party made a claim and Admiral Insurance Company Limi... (2 pages)View decision -
Decision Reference DRN9105849
27 Jan 2021 Santander Consumer (UK) Plc UpheldBanking and creditMr B acquired a new car in early December 2018, by means of an 18 month hire agreement with Santander Consumer (UK) Plc. He incurred a penalty charge while parking his car in mid-December 2018. He complains about the way Santander handled the payment of this charge. background first provis... (5 pages)View decision -
Decision Reference DRN-2819276
16 Jul 2021 Stewart Title Limited Not upheldInsuranceDRN-2819276 The complaint Mr and Mrs H’s complaint is about the refusal of a claim under a ‘limited or no title guarantee’ indemnity policy with Stewart Title Limited (“STL”). What happened Mr and Mrs H bought a property in January 2019. The property was not sold with full title guarantee,... (5 pages)View decision -
Decision Reference DRN-3947507
30 May 2023 Covea Insurance plc UpheldInsuranceDRN-3947507 The complaint Mrs M complains that Covea Insurance plc mishandled her claim on her motor insurance policy. What happened The subject matter of the claim and the complaint is a car first registered in January 2018. It had a diesel engine, automatic transmission and 5 doors. Mrs ... (4 pages)View decision -
Decision Reference DRN-5228548
27 Jan 2025 Equifax Limited Not upheldConsumer CreditDRN-5228548 The complaint Mr I complains that Equifax Limited failed to tell him what information was requested when businesses carried out identification and authentication checks. What happened Mr I has told us that in August 2024 he applied for savings accounts with various businesse... (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 DRN4582219
15 Mar 2019 MBNA Limited Not upheldBanking and creditMs C’s unhappy that MBNA Limited registered a default on her credit file in 2013.backgroundMs C says she entered a debt repayment scheme on 12 June 2012 which included her MBNA credit card. She says the default should’ve been registered on her credit file by it... (2 pages)View decision -
Decision Reference DRN0062853
26 Sep 2013 HSBC Bank plc Not upheldBanking and creditMs L complains that HSBC Bank plc gave her son, Mr L, an overdraft facility on his current account without first assessing whether he was able to repay the outstanding balance.background Mr L had a current account with HSBC. He was unemployed and in receipt of Jobseekers Allowance. He ... (2 pages)View decision
