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 4373 results
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Decision Reference DRN7979593
5 Aug 2016 Northern Bank Limited Not upheldBanking and creditMr M complains that Northern Bank Limited (trading as Danske Bank) deducted tax on his account even though he had told the bank he was a non taxpayer when he opened the account. And he says that he didn’t receive end of year tax statements and only recently bec... (2 pages)View decision -
Decision Reference DRN-3579070
7 Jul 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3579070 The complaint Mr G complains that Lloyds Bank PLC (Lloyds) won’t refund payments he made after falling victim to a scam. Mr G’s complaint was brought to us by representatives acting on his behalf. As the account is held in Mr G’s name, I’ll mainly refer to Mr G throughout the d... (6 pages)View decision -
Decision Reference DRN-5096217
23 Oct 2024 Clydesdale Bank Plc Not upheldPensions and AnnuitiesDRN-5096217 The complaint Mr A has complained about a transfer of his Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) stakeholder pension to an occupational scheme in 2012. Mr A’s occupational scheme was subsequently found to be a vehicle for pension liberation, the process... (6 pages)View decision -
Decision Reference DRN2415027
1 Jun 2020 Accord Mortgages Limited UpheldBanking and creditMrs C complains about the pressure she was put under by Accord Mortgages Limited when the term of her interest-only mortgage came to an end. Mrs C wants compensation for the unnecessary extra expense involved in stopping the house being repossessed.backgroundMrs C took out an interest-only... (4 pages)View decision -
Decision Reference DRN9998826
16 May 2013 Bank of Scotland Plc UpheldBanking and creditMr T complains that Halifax did not tell him that a default could be registered when he agreed to a repayment plan, and that it then told him that a default notice was just an update on his account.our initial conclusionsThe adjudicator recommended that Halifax should pay Mr T £... (2 pages)View decision -
Decision Reference DRN0315128
3 Aug 2016 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Mr L, as a director of C, a limited company, complains that Liverpool Victoria Insurance Company Limited (“LV”) has refused the claim he’s made on C’s fleet insurance. The car he was driving wasn’t specifically listed on C’s policy at the time of the accident, but ... (2 pages)View decision -
Decision Reference DRN-4924713
3 Dec 2024 HSB Engineering Insurance Limited Not upheldInsuranceDRN-4924713 The complaint J, a limited company, has complained about HSB Engineering Insurance Limited. J approached HSB to provide a structural warranty for a building development, but HSB refused to provide cover. What happened J is a developer of properties. It seeks warranties for ... (2 pages)View decision -
Decision Reference DRN-1371630
19 Oct 2020 Tradex Insurance Company Limited Not upheldInsuranceDRN-1371630 The complaint A, a limited company, complains that Tradex Insurance Company limited declined a claim made on its commercial motor insurance policy. This complaint is brought on A’s behalf by Mr A, its director. He wants the claim paid in full. What happened Mr A was driving his... (2 pages)View decision -
Decision Reference DRN-3800747
18 Nov 2022 Standard Life Savings Limited Not upheldPensions and AnnuitiesDRN-3800747 The complaint Mrs B complains that Standard Life Savings Limited delayed a request to transfer her pension fund to another provider. What happened Mrs B had a Self-Invested Personal Pension (SIPP) with Standard Life. She says it took Standard Life 12 weeks to comply with her in... (5 pages)View decision -
Decision Reference DRN-5024408
16 Sep 2024 Scottish Friendly Assurance Society Limited UpheldPensions and AnnuitiesDRN-5024408 The complaint Mr H says Scottish Friendly Assurance Society Limited (Scottish Friendly) is responsible for delaying the switch of his personal pension to a different provider. He says this has caused him financial detriment, inconvenience and anxiety. Mr H brought another c... (4 pages)View decision
