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 4569 results
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Decision Reference DRN-3796686
15 Dec 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3796686 The complaint Mr T has complained that when he registered for online banking with Nationwide Building Society (“Nationwide”) in January 2020, the statements issued for his credit card account were switched to being paperless without his consent. Mr T says that he relied on rece... (3 pages)View decision -
Decision Reference DRN9188887
8 Mar 2016 Clydesdale Bank Plc UpheldBanking and creditMr A has complained that Clydesdale Bank Plc (trading as Yorkshire Bank, but referred to as Clydesdale in this decision) mis-sold a signature packaged bank account to him in 2009. He paid a monthly fee for the account and received several benefits in return.Mr A has u... (3 pages)View decision -
Decision Reference DRN-3970968
16 Feb 2023 Advantage Insurance Company Limited Not upheldInsuranceDRN-3970968 The complaint Mr G is unhappy Advantage Insurance Company Limited (Advantage) declined his claim and avoided his policy. What happened Mr G had a motor insurance policy with Advantage which he applied for via a price comparison website. In February 2022 his car was stolen, so h... (3 pages)View decision -
Decision Reference DRN1060570
21 Mar 2019 Hastings Insurance Services Limited Not upheldInsurance (excluding PPI)Mr and Mrs G complain that Hastings Insurance Services Limited wrongly allowed a motor insurance policy for one of their cars to lapse, leaving them uninsured for several days.backgroundMr and Mrs G insured two cars through Hastings. Policy A, for their first car, wa... (3 pages)View decision -
Decision Reference DRN2630300
13 Jan 2015 CROSSBARFX Limited UpheldBanking and creditMr T has complained that CROSSBARfx Limited has not refunded him the costs of two transactions, totalling $140,000, which he did not authorise in August 2013.backgroundMr T used CROSSBARfx services to transfer funds to purchase property overseas. He also knew a director of CROSSBARfx wh... (4 pages)View decision -
Decision Reference DRN7537414
21 Aug 2017 HSBC Bank plc UpheldBanking and creditThe estate of the late Mr J through its solicitors M complain that HSBC Bank plc acted unfairly and unreasonably in saying that it didn’t hold the deeds to his property when it did. The estate wants HSBC to compensate for the legal costs caused by its actions ... (3 pages)View decision -
Decision Reference DRN0449160
16 May 2013 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mr and Mrs L complain about the valuation for their vehicle offered by AXA when they made a claim under their motor insurance policy following an accident. They also consider that they experienced distress and inconvenience during the claims process.backgroundThe background to this comp... (4 pages)View decision -
Decision Reference DRN8565636
24 Oct 2016 Express Finance (Bromley) Limited Not upheldBanking and creditMr N complains that Express Finance (Bromley) Limited (trading as “Payday Express”) misled him into taking four payday loans.backgroundMr N took out four payday loans with Payday Express prior to December 2013. He says he took out these loans because he saw an advert s... (1 page)View decision -
Decision Reference DRN-4563327
17 Jan 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4563327 The complaint Mrs M complained because Santander UK Plc refused to refund her for a transaction she said she didn’t make. What happened On 12 April 2023, there was a payment from Mrs M’s account to a banking services company. It was for the sterling equivalent of ... (5 pages)View decision -
Decision Reference DRN0367571
8 Mar 2019 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr O has complained about Advantage Insurance Company Limited’s handling of his car insurance policy.backgroundMr O was involved in an accident in mid-November 2017. He didn’t claim on his policy until the end of January 2018. Before Mr O claimed on his policy, he had ... (3 pages)View decision
