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 DRN-2946048
6 Sep 2021 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-2946048 The complaint Ms J complains that TRANSUNION INTERNATIONAL UK LIMITED (TransUnion) reported incorrect data on her credit file. What happened In August 2020, Ms J discovered a default reported by a business I will refer to as “C” on her TransUnion credit file. Ms J didn’t recogn... (3 pages)View decision -
Decision Reference DRN-3810885
28 Nov 2022 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-3810885 The complaint Mr D complains The Royal Bank of Scotland Plc (RBS) wouldn’t accept a Continuing Power of Attorney (CPOA) from him. Mr D brings this complaint with the assistance of his attorneys who are also his parents. For ease of read I shall mostly refer to these representat... (4 pages)View decision -
Decision Reference DRN4085897
5 Mar 2018 Lloyds Bank PLC Not upheldBanking and creditThis complaint is about a Deed of Postponement that Lloyds Bank PLC agreed to execute in respect of a charge over property Mr and Mrs J owned. The property was the security for a debt owed to the bank. They say Lloyds took too long, as a result of which a re-mortga... (3 pages)View decision -
Decision Reference DRN3902560
31 Mar 2015 Shop Direct Finance Company Limited Not upheldBanking and creditMrs V complains that Shop Direct Finance Company Limited (SDFC) was wrong to record a default on her credit file.background In 2010 Mrs V opened an account with SDFC. But when the first payment due did not arrive in her account, SDFC applied a late payment charge. ... (3 pages)View decision -
Decision Reference DRN-3294463
23 Mar 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3294463 The complaint Mrs V is unhappy that HSBC UK Bank Plc won’t refund all the money she’s lost to a scam. What’s happened? Mrs V saw a private advert for a motorhome on a well-known online marketplace. She contacted the seller and was told that she was selling the motorhome at a re... (3 pages)View decision -
Decision Reference DRN1712175
3 Apr 2018 BMW Financial Services (GB) Limited Not upheldBanking and creditMr W complains about the refurbishment charges BMW Financial Services (GB) Limited, trading as Alphera levied when he handed his car back. He also complains that they failed to update his address details. backgroundMr W took receipt of his new vehicle in January 2014. ... (3 pages)View decision -
Decision Reference DRN-5316989
25 Mar 2025 Nelson Insurance Company Ltd UpheldInsuranceDRN-5316989 The complaint Mr M complains about how Nelson Insurance Company Ltd (Nelson) valued his vehicle following a claim made under his Private Hire Insurance policy. Any reference to Nelson includes its agents. What happened Mr M is a private hire driver and has comm... (3 pages)View decision -
Decision Reference DRN6547496
14 Jan 2015 Alliance Trust Savings Limited Not upheldInvestment and pensionsMr J’s complaint, in summary, is that Alliance Trust Savings Limited did not give him the option to transfer his holdings free of charge after it introduced a regular administration fee.backgroundIn early 2012 BNP Paribas, which was managing and administering Mr J’s account, dec... (3 pages)View decision -
Decision Reference DRN7439682
7 Aug 2013 Santander UK Plc Not upheldPayment protection insurance (PPI)This complaint is about a loan, and the payment protection insurance (PPI) policy taken out to protect it. Mr and Mrs R complain about the way Santander UK Plc dealt with them when they fell behind with the repayments after Mrs R lost her job. They are particularly unhappy that Santand... (3 pages)View decision -
Decision Reference DRN2372293
31 Mar 2014 Clifton Compliance Services Ltd Not upheldInvestment and pensionsMrs B’s complaint concerns the advice she received from Clifton Compliance Services Ltd(Clifton) to transfer her existing pension arrangements into a self-invested personal pension(SIPP). She is also unhappy with the events which unfolded following this course of action.backgroundThe bac... (6 pages)View decision
