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 4196 results
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Decision Reference DRN5410771
20 Dec 2016 Al Rayan Bank PLC Not upheldBanking and creditMr S, Mrs N and Miss S have complained that Al Rayan Bank PLC (“the bank”) withdrew the offer of a Home Purchase Plan (HPP). They are asking the bank to reimburse all the expense they incurred as a result. Mr S has dealt with the complaint throughout.backgroun... (2 pages)View decision -
Decision Reference DRN1606884
24 Jan 2014 Bank of Scotland Plc Not upheldBanking and creditMrs T complains that Bank of Scotland Plc did not register a Power of Attorney (PoA) on her behalf as agreed.our initial conclusionsThe adjudicator did not recommend that the complaint should be upheld. In her view, Bank of Scotland offered to prepare a PoA for Mrs T when she g... (2 pages)View decision -
Decision Reference DRN1532601
29 May 2013 Santander UK Plc Not upheldBanking and creditMr C complains that Santander UK plc did not correctly register the Power of Attorney (POA) he holds for his mother.our initial conclusionsThe adjudicator recommended that the complaint should be upheld. Although Santander has now correctly recorded the POA, he concluded that it ... (2 pages)View decision -
Decision Reference DRN0169233
26 May 2016 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs W complain that National Westminster Bank Plc incorrectly registered a default on their credit file and on the wrong date. They also complain that NatWest didn’t accept a payment arrangement to clear an outstanding balance on their account.Mr W is representing... (2 pages)View decision -
Decision Reference DRN0670941
30 Dec 2014 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs G complain that National Westminster Bank Plc mis-sold them a re-mortgage. To resolve their complaint they want the bank to extend the term of the mortgage.backgroundMr and Mrs G took a mortgage with NatWest, to repay their existing mortgage with another lender and other ... (2 pages)View decision -
Decision Reference DRN-3194723
6 Dec 2021 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-3194723 The complaint Ms A complains that Sainsbury’s Bank Plc has gave her wrong information and poor customer service. Ms A is represented by her daughter in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments she has made as being made by Ms A... (5 pages)View decision -
Decision Reference DRN-3339209
16 May 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3339209 The complaint Miss A is unhappy Bank of Scotland plc trading as Halifax hasn’t reimbursed her all the funds she says she sent as the result of a scam. What happened Miss A connected with person ‘L’ on an online dating site. A short while after they started speaking, L asked Mis... (4 pages)View decision -
Decision Reference DRN-3934684
31 Jan 2023 Standard Life Assurance Limited Not upheldPensions and AnnuitiesDRN-3934684 The complaint Mr J complains that the value of his pension savings transferred to another provider by Standard Life Assurance Limited was lower than it should have been. He says that the time taken to complete the disinvestment process meant that Standard Life actually received... (3 pages)View decision -
Decision Reference DRN-4648116
27 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4648116 The complaint Mr C complains that he was locked out of his account with Barclays Bank UK PLC (Barclays). What happened Mr C was a new customer of Barclays – he opened his account on 6 May 2023. He registered for Barclays Mobile Banking (‘BMB’). On 25 May 2023, he found he could... (4 pages)View decision -
Decision Reference DRN4675217
21 Aug 2014 The Royal Bank of Scotland Plc Not upheldBanking and creditMr T complains that The Royal Bank of Scotland Plc did not explain to him that agreeing a long term repayment plan would result in his account being defaulted, causing an adverse credit rating. He wants the adverse credit marker applied to be removed.background Mr T was in financial d... (1 page)View decision
