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 DRN9939214
14 May 2020 The Royal Bank of Scotland Plc Not upheldBanking and creditMr O complains of numerous failings by his mortgagee The Royal Bank of Scotland Plc in connection with a new mortgage and a transfer of the security from his sole name into the joint names of himself and his wife.To resolve his complaint he wants RBS to pay £2,038 for the fees of his solic... (6 pages)View decision -
Decision Reference DRN-5440927
1 Apr 2025 U K Insurance Limited UpheldInsuranceDRN-5440927 The complaint Mr C complains U K Insurance Limited (UKI) declined his claim and avoided his motor insurance policy. He also complains it didn’t place the avoidance on hold as it said it would. What happened In March 2023 Mr C was unfortunately involved in an accident involvi... (4 pages)View decision -
Decision Reference DRN-4100290
26 Apr 2023 Aviva Insurance Limited UpheldInsuranceDRN-4100290 The complaint A company that I’ll refer to as R has complained about Aviva Insurance Limited’s decision to turn down its claim following the theft of an insured vehicle under its Mini Fleet insurance policy, on the basis it did not have an insurable interest in it. R is represe... (3 pages)View decision -
Decision Reference DRN-2770535
15 Dec 2021 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-2770535 The complaint Ms S has complained that BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (BMWFS) allowed her to enter into a hire purchase agreement to acquire a car. What happened In July 2019 Ms S acquired a car under a hire purchase agreement with BMW... (5 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 DRN-5051375
23 Mar 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5051375 The complaint Miss R complains about the quality of a car supplied to her by Close Brothers Limited (“Close Brothers”). What happened Miss R entered into a conditional sale agreement with Close Brothers in January 2022 for a used car. The car was around five years old and ha... (4 pages)View decision -
Decision Reference DRN-4062054
3 Apr 2023 National Savings and Investments Not upheldBanking and PaymentsDRN-4062054 The complaint Mr G complains National Savings and Investments (NS&I) provided poor customer service on multiple occasions. Mr G is represented by his father in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments he has made as being m... (4 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 -
Decision Reference DRN9027695
28 May 2019 Motors Insurance Company Limited Not upheldInsurance (excluding PPI)Miss M complains about the amount she received following a claim against her asset protection insurance policy with Motors Insurance Company Limited. Car Care Plan Limited administers the policy. backgroundIn August 2018, Miss M was involved in an accident that wasn’t... (3 pages)View decision
