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 4568 results
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Decision Reference DRN2911930
22 May 2018 One Insurance Limited Not upheldInsurance (excluding PPI)Ms I’s unhappy with the way One Insurance Limited has handled an incident she notified it of on her motor insurance policy.backgroundMs I’s car was damaged while it was parked and she notified One Insurance. There was an independent witness and Ms I’s unhappy with the... (2 pages)View decision -
Decision Reference DRN6045038
27 Mar 2014 National Westminster Bank Plc Not upheldBanking and creditMiss M complains about the way National Westminster Bank Plc (“NatWest”) managed her accounts and that it registered defaults on her credit file.backgroundMiss M had a joint account with her partner. After their separation, Miss M told the bank about this. The account was overdrawn at ... (2 pages)View decision -
Decision Reference DRN1749562
21 Oct 2013 Talos Securities Limited Not upheldInvestment and pensionsMr C complains that Talos Securities Limited, trading as Selftrade, introduced a management charge in 2009 without informing him. He says he was not aware of this until a further change to charging was made in May 2012. Mr C would like Selftrade to refund any charges already made and ... (2 pages)View decision -
Decision Reference DRN8118408
12 Nov 2013 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs S have complained that Lloyds TSB Bank Plc failed to inform them that it was unable to obtain a charge over their business partners’ property as security for lending to the partnership.backgroundIn 2006 Mr and Mrs S entered into a partnership with another married couple fo... (2 pages)View decision -
Decision Reference DRN5112759
12 Aug 2014 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Mr M and his representative complain about the additional premium Liverpool Victoria Insurance Company Limited (“LV”) charged when he changed the vehicle on his motor insurance policy.backgroundLV charged Mr M an additional premium when he substituted a vehicle on his motor insurance ... (2 pages)View decision -
Decision Reference DRN6552489
25 Jun 2014 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs E complain that Lloyds Bank plc sent security information to their residential address rather than their correspondence address and will not change its processes to ensure that all future information goes to their correspondence address. backgroundIn October 2013, Mr E regis... (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 DRN8573020
25 Sep 2015 Capital One (Europe) plc Not upheldBanking and creditMiss J complains that Capital One (Europe) plc (“Capital One”) won’t refund her two disputed transactions on her credit card that she says she didn’t make or authorise. background Miss J says she didn’t use her credit card for online purchases on 7 and 14 April 2015.... (2 pages)View decision -
Decision Reference DRN0113868
2 Feb 2018 Experian Limited Not upheldBanking and creditMr G complains that Experian Limited (Experian) wrongly recorded information on his credit file. Experian corrected the mistakes and offered him compensation. Mr G didn’t think this was enough.background Mr G complained to Experian when he noticed things wrong on his cr... (2 pages)View decision -
Decision Reference DRN-3415424
28 Apr 2022 Experian Limited Not upheldConsumer CreditDRN-3415424 The complaint Mr M complains that Experian Limited mis-sold its Credit Expert service. What happened Mr M has told us he paid a monthly fee for Experian’s Credit Expert service for around 12 to 18 months. Last year, Mr M complained to Experian after he found accounts weren’t ap... (2 pages)View decision
