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 4282 results
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Decision Reference DRN5398680
26 May 2016 Bank of Scotland Plc Not upheldBanking and creditMr W complains that Bank of Scotland plc (trading as Halifax) wrongly held him liable for an account opened through identity theft.background Halifax pursued Mr W for the debt on an account that had been opened in his name in January 2015. It instructed collections a... (2 pages)View decision -
Decision Reference DRN6888688
2 Aug 2016 Bank of Ireland (UK) Plc Not upheldBanking and creditMrs D and Miss D complain that Bank of Ireland (UK) Plc (trading as Post Office Money) deducted tax from their interest despite registering for gross interest.backgroundMrs D and Miss D held two accounts with Post Office Money. They registered for gross interest for t... (2 pages)View decision -
Decision Reference DRN7810979
15 Jan 2018 Hastings Insurance Services Limited Not upheldInsurance (excluding PPI)Mr M is unhappy that Hastings Insurance Services Limited made an administration mistake when he arranged his van insurance. He feels it was unfair to ask him to pay an additional premium for the cover to continue. backgroundIn May 2017, Mr M purchased a used van. He... (2 pages)View decision -
Decision Reference DRN2908045
27 Sep 2013 Lloyds TSB Bank Plc Not upheldBanking and creditMr C says that Lloyds Bank PLC (“Lloyds”) has incorrectly applied a default and has levied an unfair level of charges on his account. He says the default has stopped him from expanding his business due to other banks refusing to lend to him and caused both him and his wife to become... (2 pages)View decision -
Decision Reference DRN0790575
11 Apr 2019 Halifax Share Dealing Limited Not upheldInvestment and pensionsMr J says Halifax Share Dealing Limited (HSDL) did not protect his share dealing account (“SDA”) and his shares from fraud committed by his late partner between 2015 and 2017.backgroundI issued a detailed provisional decision (PD) for this complaint on 22 March 201... (11 pages)View decision -
Decision Reference DRN4446466
20 Mar 2019 Barclays Bank UK PLC Not upheldInvestment and pensionsMs T is represented by her solicitor. Her complaint was raised in 2018 and is about Barclays Bank UK PLC. Ms T and her solicitor summarised the complaint as follows: Barclays failed in its obligation to inform Ms T that Amazon shares she purchased around 1998/1999 w... (4 pages)View decision -
Decision Reference DRN-3553535
21 Jun 2022 Haven Insurance Company Limited UpheldInsuranceDRN-3553535 The complaint Mr A complains about the amount Haven Insurance Company Limited (Haven) paid in settlement of his claim after his car was written off, under his motor insurance policy. What happened Mr A contacted Haven in November 2021 to make a claim as he had been involved in ... (4 pages)View decision -
Decision Reference DRN-4634873
21 Feb 2024 U K Insurance Limited UpheldInsuranceDRN-4634873 The complaint L has complained about U K Insurance Limited’s (UKI) decision to turn down its claim under its Motor Fleet Insurance policy for a stolen vehicle (vehicle M). It’s also unhappy about the way the claim was handled by UKI. L is represented by Mr C, who is a director ... (4 pages)View decision -
Decision Reference DRN-1431963
30 Jul 2020 WorldPay (UK) Limited Not upheldBanking and PaymentsDRN-1431963 The complaintU is a limited company and complains that WorldPay (UK) Limited (WorldPay) closed its account and withdrew services after it was dissolved due to an administrative error. U also complains that WorldPay declined its application for a new account. What happenedU was... (2 pages)View decision -
Decision Reference DRN4616199
3 Sep 2015 Santander UK Plc Not upheldBanking and creditMs C complains that the registration of her details on the CIFAS database by Santander UK Plc is unfair.backgroundMs C had a mortgage with Santander. Because of what Santander thought was suspicious activity on her account, it registered a fraud record against her ... (2 pages)View decision
