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 DRN3205006
9 May 2019 Lloyds Bank PLC Not upheldBanking and creditMr P has complained that Lloyds Bank PLC (“Lloyds”) mis-sold a Platinum packaged bank account to him in 2011. Mr P has said that he was told he had to take out the Platinum account in order to get an overdraft. Mr P is also unhappy that there were difficulties aroun... (2 pages)View decision -
Decision Reference DRN-3227260
25 Jan 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3227260 The complaint Mr M complains that Santander UK Plc (“Santander”) unfairly declined to make a chargeback following a dispute. What happened The background of this complaint is well known to all parties, so I’ve summarised events. Mr M gambled using an online casino I’ll refer t... (2 pages)View decision -
Decision Reference DRN4969211
2 Jul 2018 Secure Trust Bank Plc Not upheldBanking and creditMs H complains that Secure Trust Bank Plc terminated her finance agreement and wouldn’t accept payments from her.backgroundMs H bought a car in late 2012 with finance provided by Secure Trust. She missed a payment in January 2016 and from October 2016 onwards she misse... (2 pages)View decision -
Decision Reference DRN-4886931
3 Jul 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4886931 The complaint Mr B has complained that Haven Insurance Company Limited recorded a fault claim against him when it didn’t carry out an adequate investigation into a claim he made under his motor insurance policy. What happened The background to this complaint is well known to Mr... (2 pages)View decision -
Decision Reference DRN1182793
31 Mar 2015 National Westminster Bank Plc Not upheldBanking and creditMrs Y has complained about the Advantage Gold packaged bank account that National Westminster Bank Plc (NatWest) sold to her in June 2008. backgroundMrs Y says that NatWest recommended the account to her and that she doesn’t know why because it was of no use to her.... (2 pages)View decision -
Decision Reference DRN4570082
12 Jan 2015 Lloyds Bank PLC Not upheldBanking and creditFor the reasons I’ve explained, my final decision is that I do not uphold this complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr U either to accept or reject my decision before 12 February 2015. Niall Taylor ombudsman at the Financial Ombudsman Ser... (2 pages)View decision -
Decision Reference DRN3699219
18 Jul 2019 UK Insurance Limited UpheldInsurance (excluding PPI)Mrs A complains that U K Insurance Limited (“UKI”) wrongly put her name in a letter it sent to a third party after she made a claim on her motor insurance policy following an accident.backgroundMrs A’s car was hit by a motorbike driven by an unidentified driver whilst it was parked outside... (2 pages)View decision -
Decision Reference DRN2589721
15 Apr 2020 UK Insurance Limited Not upheldClaims ManagementMr S complains that U K Insurance Limited (“UKI”) wrongly recorded a fault claim against him when he made a claim on his motor insurance policy. backgroundMr S’s car was hit by the car behind, which in turn had been hit by a third car, and was shunted into Mr S’s car. The third car fled th... (2 pages)View decision -
Decision Reference DRN3936328
7 Oct 2016 The Society of Lloyd's Not upheldInsurance (excluding PPI)Mr M, on behalf of Business ‘S’ has complained about the way The Society of Lloyd’s has dealt with a claim S made under a commercial vehicle policy. Mrs M is assisting Mr M with the complaint.backgroundS made a claim to their insurer, Lloyd’s following fire damage to ... (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
