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 DRN6016793
6 Nov 2014 HSBC Bank plc UpheldBanking and creditMr and Mrs H complain that HSBC Bank Plc lost several documents relating to their property. As a result they have experienced some difficulty in resolving a boundary dispute.our initial conclusionsOur adjudicator considered that HSBC should pay Mr and Mrs H a total of £400 for t... (2 pages)View decision -
Decision Reference DRN-4237886
20 Jul 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4237886 The complaint Mr B and Ms M are unhappy that Inter Partner Assistance SA declined a claim on their travel insurance policy and with the service they received. What happened The background to this complaint is set out in my provisional decision which I issued in June 2023. It sa... (9 pages)View decision -
Decision Reference DRN-2961538
9 Aug 2021 Nationwide Building Society UpheldBanking and PaymentsDRN-2961538 The complaint Mrs V complains that Nationwide Building Society has failed to comply with her instructions as set out in a Lasting Power of Attorney (LPA). Mrs V has appointed two attorneys jointly to manage her affairs. The attorneys are represented by a firm of solicitors. In ... (10 pages)View decision -
Decision Reference DRN5510053
8 Apr 2015 Nationwide Building Society Not upheldBanking and creditMr and Mrs G complain that Nationwide Building Society lost their deeds and didn’t return them at the end of their mortgage term.our initial conclusionsOur adjudicator thought Nationwide’s offer of £150 compensation reasonable.my final decisionTo decide what is fair and reasonabl... (2 pages)View decision -
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 DRN8458772
15 Jun 2017 Barclays Bank Plc Not upheldBanking and creditMs M has complained that Barclays Bank Plc (“Barclays”) mis-sold her a Graduate Additions packaged bank account in 2006.backgroundTwo of our adjudicators have looked into Ms M’s complaint already and they didn’t think that Barclays mis-sold the Graduate Additions account... (3 pages)View decision -
Decision Reference DRN-4938196
4 Feb 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-4938196 The complaint Mr O complains that TSB Bank plc has treated him unfairly by closing his account due to it seeing a marker about him on his Cifas file. What happened Mr O had a current bank account with TSB. In July 2023 Mr O applied online to open a savings account with TSB.... (3 pages)View decision -
Decision Reference DRN-4767546
25 Sep 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4767546 The complaint Mr M complains that Clydesdale Bank Plc (‘Clydesdale’) won’t refund the money he lost when he fell victim to a scam. What happened Mr M says that he came across an investment opportunity with a company I’ll refer to in this decision as K. K offered fixed term ... (3 pages)View decision -
Decision Reference DRN-3707417
29 Sep 2022 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-3707417 The complaint Ms B complains that Transunion International UK Limited (Transunion) was displaying incorrect information on her credit file and they failed to act on it when she notified them. What happened Ms B was a guarantor for a loan her son took out with a company I’ll cal... (3 pages)View decision -
Decision Reference DRN4877471
15 May 2019 Metro Bank PLC UpheldBanking and creditMr J, sole director of a limited company ‘E’, complains that an international payment made from E’s account with Metro Bank PLC did not reach its intended recipient. And the bank failed to explain why.backgroundI sent my provisional decision to both parties on 24 April... (5 pages)View decision
