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-4502393
21 Dec 2023 Ageas Insurance Limited UpheldInsuranceDRN-4502393 The complaint Mr B has complained that Ageas Insurance Limited held an open claim under his van insurance policy which caused his premium to be higher at renewal. After bringing his complaint to this service, Ageas closed the claim as a ‘fault’ claim which Mr B was unhappy abou... (4 pages)View decision -
Decision Reference DRN9721607
6 Apr 2020 Santander UK Plc UpheldBanking and creditMrs P complains that when she remortgaged to Santander UK Plc the solicitor didn’t ensure the previous lender’s charge was removed, which caused her problems when she later applied for a lifetime mortgage elsewhere to repay Santander.Mrs P has been supported in bringing this complaint by h... (2 pages)View decision -
Decision Reference DRN1442121
24 Aug 2020 Loans 2 Go Limited Not upheldBanking and creditMr J complains that Loans 2 Go Limited failed to provide him with sufficient information before he agreed to borrow from the firm. As a result he says that he was unaware of the cancellation terms of the agreement and has had to pay interest when withdrawing from his agreement.backgroundMr... (2 pages)View decision -
Decision Reference DRN1187020
16 Feb 2016 Lloyds Bank PLC Not upheldBanking and creditMr K complains he was mis-sold a packaged bank account by Lloyds Bank PLC.backgroundMr K opened a free account with Lloyds in December 1985. Lloyds can’t say for sure when the account was upgraded to a packaged bank account. But Mr K’s statements show it was a packa... (2 pages)View decision -
Decision Reference DRN3507492
18 Sep 2018 Equifax Limited Not upheldBanking and creditMr J complains that Equifax Ltd didn’t protect his personal details.background Equifax’s parent company was the subject of a cyber-attack. The attackers gained access to Mr J’s name, date of birth and phone number. Equifax accepted that Mr J could be exposed to cold... (2 pages)View decision -
Decision Reference DRN0891801
7 Jul 2016 Hitachi Capital (UK) Plc Not upheldBanking and creditMr L complains that Hitachi Capital (UK) Plc has refused to cancel his contract with it and remove the solar panels he had installed.our initial conclusions Our adjudicator didn’t uphold the part of Mr L’s complaint about being told that the solar panels would be self-... (2 pages)View decision -
Decision Reference DRN-3734961
10 Oct 2022 Highway Insurance Company Limited Not upheldInsuranceDRN-3734961 The complaint Mr C and his mother Mrs G complain that Highway Insurance Company Limited said it would hold Mr C at fault if he made a claim on his motor insurance policy following an accident. They want Highway to record the claim as non-fault or cover it under the uninsured dr... (2 pages)View decision -
Decision Reference DRN-5066980
7 Nov 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5066980 The complaint Mr A complains that AXA Insurance UK Plc wouldn’t honour its renewal quote for his motor insurance policy. What happened Mr A had a policy with AXA and when he changed his car mid-term he amended the registration on the policy. But AXA’s system wrongly recorde... (2 pages)View decision -
Decision Reference DRN-3616194
18 Oct 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3616194 The complaint Mr P complains that Barclays Bank UK PLC (“Barclays”) refuse to allow card payments he wants to make for an investment through a third-party company (“TPC”). What happened Mr P holds a bank account and credit card account with Barclays. He also holds an account wi... (2 pages)View decision -
Decision Reference DRN-3352283
4 May 2022 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-3352283 The complaint Mrs B complains that a car was misrepresented to her when she entered into a hire purchase agreement with Mercedes-Benz Financial Services Limited (MBFS) What happened In October 2019 Mrs B was supplied with a car and entered into a hire purchase agreement with MB... (2 pages)View decision
