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 4212 results
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Decision Reference DRN1572392
12 Feb 2019 FirstRand Bank Limited UpheldBanking and creditMr D is unhappy with a car he bought on credit provided by FirstRand Bank Limited.backgroundMr D entered into a hire purchase agreement with FirstRand in March 2017 to finance the purchase of a car. He chose the car in question in reliance on an advert placed on line.... (2 pages)View decision -
Decision Reference DRN7407223
30 Oct 2015 HSBC Bank plc Not upheldBanking and creditMrs C complains that HSBC Bank Plc won’t accept she’s a UK resident. And because her daughter is registered as Power of Attorney (“POA”) and lives in the United States (“US”), it insists she completes some US tax paperwork. Mrs C is represented by Ms C.backgroundMs C... (2 pages)View decision -
Decision Reference DRN1388611
19 Aug 2015 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr A complains that AXA Insurance UK Plc paid a third party claim made under his motor insurance policy despite him saying he wasn’t involved in the incident. He also says that AXA won’t release his No Claims Discount (NCD).backgroundMr A complained immediately af... (2 pages)View decision -
Decision Reference DRN8405660
5 Sep 2014 Experian Limited Not upheldBanking and creditMr T complains that Experian Limited will not comply with his instruction to remove financial associations with his wife that are showing on his credit report. background Mr T accepts that, for the purposes of credit reference information, some limited registration of financial associat... (2 pages)View decision -
Decision Reference DRN7432837
19 Feb 2015 The Royal Bank of Scotland Plc UpheldPayment protection insurance (PPI)Mr A complains that he was mis-sold a payment protection policy (PPI) in connection with a credit card with The Royal Bank of Scotland Plc (RBS).backgroundMr A took out a credit card with RBS in January 2004. PPI was added at the same time.The PPI was paid by a regular premium of 77p... (2 pages)View decision -
Decision Reference DRN3247701
1 Jun 2015 Lloyds Bank PLC Not upheldBanking and creditMr C has complained that Lloyds Bank PLC mis-sold a Platinum packaged bank account to him in 2010. He paid a monthly fee for the account, which offered a number of benefits in return.Mr C has used a claims management company (CMC) to bring his complaint to us. backg... (2 pages)View decision -
Decision Reference DRN-2500666
13 Jan 2021 Acasta European Insurance Company Limited Not upheldInsuranceDRN-2500666 The complaint Mr and Mrs B complain that Acasta European Insurance Company Limited turned down their guarantee protection insurance claim. I’ll refer to Acasta and any parties acting on its behalf as ‘Acasta’. What happened In April 2018, Mr and Mrs B had a roof installed on th... (2 pages)View decision -
Decision Reference DRN2113725
12 Jul 2017 NewDay Ltd Not upheldBanking and creditMr S complains NewDay Ltd (trading as Opus) sent him a default notice when it shouldn’t have.backgroundMr S initially complained that Opus had registered a default on his credit file without telling him. Opus accepted it hadn’t sent a notice of intent to file a defau... (2 pages)View decision -
Decision Reference DRN-4726976
10 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4726976 The complaint Mr H complains that Barclays Bank UK PLC failed to merge his profiles within its mobile banking application, causing him financial loss and inconvenience. What happened In October 2023 Mr H asked Barclays to merge his profiles within its mobile banking application... (2 pages)View decision -
Decision Reference DRN-4810028
23 Sep 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4810028 The complaint Miss F complains about how AXA Insurance UK Plc (AXA) dealt with a claim on her motor insurance when another driver collided with her parked car. References to AXA include other organisations and individuals acting on its behalf. What happened Miss F had motor ... (2 pages)View decision
