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 DRN2188776
28 May 2013 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr K has complained about the issues that have arisen following his accident and claim on his motor policy. A County Court Judgement (CCJ) had been registered against him due to the delay by Advantage Insurance Company Limited in the settlement of the third party’s claim. A High Cour... (2 pages)View decision -
Decision Reference DRN0682463
10 Oct 2013 Nationwide Building Society UpheldBanking and creditMr B complains about charges applied by Nationwide Building Society to his account.our initial conclusionsIn November 2006 Nationwide charged a fee for a returned unpaid direct debit and this took Mr B into an unauthorised overdraft. There was no further activity on the account a... (2 pages)View decision -
Decision Reference DRN2216622
29 Feb 2016 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr D’s complaint is about the registration by Royal & Sun Alliance Insurance Plc of a claim under his Let Property Policy. backgroundMr D called RSA’s agent because he didn’t have a copy of his policy and wanted to understand whether he could make a claim for... (2 pages)View decision -
Decision Reference DRN-5906270
26 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5906270 The complaint Ms C complains that Barclays Bank UK Plc blocked her personal account without notice and that it gave her misleading information about what she needed to do to restore the account. What happened Ms C is a director of a company. Both she and the company hold acc... (2 pages)View decision -
Decision Reference DRN8289160
28 May 2015 Hastings Insurance Services Ltd Not upheldInsurance (excluding PPI)Miss K has complained that Hastings Insurance Services Ltd won’t refund any of the money she paid for car insurance even though her policy was cancelled from when it started.backgroundOn 30 October 2013 a policy was applied for online and paid for using Miss K’s c... (2 pages)View decision -
Decision Reference DRN0066215
24 Jul 2019 Equifax Limited Not upheldBanking and creditMr H is unhappy with the level of customer service provided by Equifax Limited after they continued to contact him when he no longer required their services. backgroundAfter noticing his credit score had lowered when using another credit reference agency. Mr H applied for an online subscri... (2 pages)View decision -
Decision Reference DRN2645112
31 Mar 2016 HSBC Bank plc Not upheldBanking and creditMr B complains that HSBC Bank plc has incorrectly registered adverse information on his credit file.backgroundMr B says that HSBC recorded a default on his account in late 2010 but it should have been recorded earlier than this because he was in financial difficulties... (2 pages)View decision -
Decision Reference DRN0435174
17 Mar 2015 Lowell Portfolio I Ltd Not upheldBanking and creditMr G complains that Lowell Portfolio I Ltd wrongly recorded a default against his credit file and can’t provide a copy of the original credit agreement or default notice. He wants Lowell to remove the default.our initial conclusionsOur adjudicator says the default was recorded abo... (2 pages)View decision -
Decision Reference DRN-3213282
23 Dec 2021 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-3213282 The complaint Mr C complains that Scottish Widows Limited failed to carry out sufficient checks when transferring his pension to an occupational pension scheme (“Scheme A”) that was subsequently suspected of being involved in pension liberation. What happened Scottish Widows sa... (7 pages)View decision -
Decision Reference DRN3362299
23 May 2013 Bank of Scotland Plc UpheldBanking and creditMrs L has complained about the service that she has received from Bank of Scotland plc (trading as Halifax) following the death of her husband in 2008.background Mrs L holds a mortgage and a secured loan with Halifax. Originally these were in the joint names of Mrs L and her late hus... (2 pages)View decision