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 4790 results
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Decision Reference DRN6622530
19 Aug 2013 RCI Financial Services Limited Not upheldBanking and creditMr S complains that RCI Financial Services Limited (“RCI”) did not allow him to voluntarily terminate a hire purchase agreement. backgroundMr S bought a car in September 2005, financed by a hire purchase agreement with RCI Financial Services (then trading as Nissan Finance (GB) Limited)... (2 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 -
Decision Reference DRN0603388
29 Aug 2013 MBNA Limited Not upheldBanking and creditMr D complains that MNBA Limited sold the debt on his credit card and did not comply with the Lending Code. backgroundMr D began to suffer financial difficulties when his wife’s mental health problems deteriorated and she was unable to work as many days a week as had been expected. He c... (2 pages)View decision -
Decision Reference DRN2654666
18 Oct 2016 Santander UK Plc UpheldBanking and creditMr and Mrs T complaint that Santander UK Plc wrongly re-registered a default on their credit files.background Santander has agreed it made a mistake when it re-registered a default on Mr and Mrs T’s credit files in 2010. The default had originally been registered in A... (2 pages)View decision -
Decision Reference DRN6726287
8 Jul 2014 FCE Bank Plc Not upheldBanking and creditMs D complains that FCE Bank Plc, trading as Ford Credit, contacted her unnecessarily in relation to a debt which had been settled. She seeks compensation for the anxiety, distress and time spent trying to resolve this matter.background Ms D’s father acquired a car in autumn 2011 by hire... (2 pages)View decision -
Decision Reference DRN5431242
1 Nov 2013 Santander UK Plc Not upheldBanking and creditMrs H complains – through her representative – that Santander UK Plc (‘Santander’) lost the title deeds to her property, which has caused her financial loss.background In 2012 Mrs H wished to redeem her mortgage with Santander, as she had agreed further lending from another lender for... (2 pages)View decision -
Decision Reference DRN7024588
26 Feb 2015 Bank of Scotland Plc Not upheldBanking and creditMrs D complains that Bank of Scotland plc (trading as BM Savings) didn’t tell her when her bond was about to mature and it failed to register her to receive gross interest.backgroundMrs D’s bond matured in 2013. But she didn’t receive notice from BM Savings that the bond was about to mat... (2 pages)View decision -
Decision Reference DRN6364326
22 Apr 2013 HSBC Bank plc Not upheldBanking and creditMr J and Mrs K complain that they had to pay unexpected legal fees of £252 relating to completion of their mortgage with HSBC. They want these fees refunded.backgroundIn February 2012 Mr J and Mrs K applied for a mortgage with HSBC. A key facts document was issued to them, which said ... (2 pages)View decision -
Decision Reference DRN0654896
5 Jun 2013 M J Howarth & Mrs C Howarth UpheldInsurance (excluding PPI)Mr N has complained that Accent Insurance Consultants General Insurance mis-sold him an insurance policy as that insurer did not cover grey import vehicles. backgroundMr N attended the offices of Accent on 26 January 2010 to obtain a quote for his vehicle. Accent provided a quote for co... (2 pages)View decision -
Decision Reference DRN1457530
19 Jan 2017 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr B and Ms B complain about the valuation Admiral Insurance Company Limited put on Ms B’s car after it was declared a total loss, and that it took five weeks to make an offer. backgroundMs B had motor insurance with Admiral and her son, Mr B, was a named driver on... (2 pages)View decision