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 366763 results
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Decision Reference DRN-4921649
24 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4921649 The complaint A company, which I’ll refer to as R, complains that Lloyds Bank PLC treated it unfairly in relation to the granting of an overdraft facility and its associated terms. R is in liquidation. This complaint has been referred to us by Mr R, a former director of R, ... (4 pages)View decision -
Decision Reference DRN-4942142
24 Jan 2025 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-4942142 The complaint Mr A has complained about the way Ikano Bank AB (publ) (“Ikano”) responded to claims he’d made under section 75 of the Consumer Credit Act 1974 (“the CCA”), and an alleged unfair relationship taking into account section 140A (“s.140A”) of the CCA. Mr A has bee... (4 pages)View decision -
Decision Reference DRN-5137844
24 Jan 2025 Barclays Bank UK PLC Not upheldInsuranceDRN-5137844 The complaint Mr and Mrs C complain about the way that Barclays Bank UK PLC administered a Travel Pack Plus. They believe that Barclays has caused them to lose out on the cover they had for pre-existing medical conditions. What happened The background to this complaint is we... (4 pages)View decision -
Decision Reference DRN-5256773
24 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5256773 The complaint Mr R complains National Westminster Bank Plc (NatWest) blocked a transfer to an account he held with a third party. He further complains about the process and questions NatWest asked him during the subsequent telephone call to release this transaction. What hap... (4 pages)View decision -
Decision Reference DRN-5283940
24 Jan 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5283940 The complaint Mr B and Mrs B complain that Bank of Scotland plc trading as Halifax (“Halifax”) failed to properly administer their account after falling victim to identity theft, leading to unnecessary stress and inconvenience. What happened As Mrs B was the principal accoun... (5 pages)View decision -
Decision Reference DRN-5254834
24 Jan 2025 U K Insurance Limited Not upheldInsuranceDRN-5254834 The complaint Mr W has complained that UK Insurance Limited (UKI) declined a claim he made on a travel insurance policy attached to his bank account. What happened In March 2024, Mr W’s daughter was driving his wife and two other children to the airport for a trip abroad. U... (3 pages)View decision -
Decision Reference DRN-5282515
24 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5282515 The complaint Mrs G complains that HSBC UK Bank Plc mis-sold her a global money account (GMA) causing her to incur costs in exchange rate conversions over many transactions. What happened In November 2022, Mrs G went into a branch of HSBC. She advised the staff that she was ... (4 pages)View decision -
Decision Reference DRN-5248112
24 Jan 2025 esure Insurance Limited UpheldInsuranceDRN-5248112 The complaint Miss C complains about how esure Insurance Limited (esure) has handled a claim on her motor insurance policy. Miss C has been largely represented by her partner in this complaint. But for ease of reference, I shall refer to anything he’s said as being said by M... (3 pages)View decision -
Decision Reference DRN-5245734
24 Jan 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5245734 The complaint Mr M complains that Tesco Personal Finance Limited, trading as Tesco Bank, attributed a payment to his non-interest bearing balance transfer rather than his interest bearing transactions. What happened Mr M has a Tesco Bank credit card. In July 2024, before his... (2 pages)View decision -
Decision Reference DRN-5237903
24 Jan 2025 One Insurance Limited Not upheldInsuranceDRN-5237903 The complaint Mrs H and Mr H complain about One Insurance Limited (One) declining to provide them with a hire car after their vehicle was involved in a collision with a vehicle from outside the UK. References to One include their agents who administer the policy and assess ... (4 pages)View decision
