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 4310 results
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Decision Reference DRN9155511
30 Jul 2013 Banque PSA Finance Not upheldBanking and creditWith the assistance of a relative, Mrs J complains that a car she obtained on a contract hire agreement through Banque PSA Finance was not new (as ordered) as it had over 600 miles on the clock and had 80% of the bodywork scratched.background The car was originally delivered to the wro... (2 pages)View decision -
Decision Reference DRN7316103
23 Aug 2013 Lloyds TSB Bank Plc Not upheldBanking and creditK820x summary of complaintMr C complains that Lloyds TSB Bank Plc (“Lloyds TSB”) made a mistake when it marked his loan account as partially satisfied on his credit file.He says that the bank made a mistake in not paying off the loan in full when he remortgaged his property to consoli... (2 pages)View decision -
Decision Reference DRN-2082594
12 Aug 2020 Santander UK Plc Not upheldBanking and PaymentsDRN-2082594 The complaintMrs H and Mr H complain about the way Santander UK Plc handled matters when they were victims of a fraud. What happenedIn July 2019 it appears that someone was able to open a sole account in Mr H's name, without his knowledge or authority. Three transfers, tot... (2 pages)View decision -
Decision Reference DRN8358349
10 Feb 2016 Santander UK Plc Not upheldBanking and creditMs P has complained: that Santander let her account become overdrawn and charged overdraft fees; that it refused to allow her to set up internet bankingbackgroundMs P has an account with Santander. She has been abroad for some time and at present has no permane... (2 pages)View decision -
Decision Reference DRN6794975
2 Mar 2017 TSB Bank plc UpheldBanking and creditMr W and Mr B complain about their account opening experience with TSB Bank Plc and the subsequent handling of their complaint.Mr W brings this complaint on behalf of himself and Mr B.backgroundMr W and Mr B attended a branch of TSB in order to open a joint account ... (2 pages)View decision -
Decision Reference DRN5842826
11 Sep 2018 Equifax Limited Not upheldBanking and creditMr B complains that Equifax Ltd didn’t protect his personal details.background Equifax’s parent company was the subject of a cyber-attack. The attackers gained access to Mr B’s name, date of birth and phone number. Equifax accepted that Mr B could be exposed to cold ca... (2 pages)View decision -
Decision Reference DRN5837276
16 Jan 2015 The Royal Bank of Scotland Plc Not upheldBanking and creditMr T complains that The Royal Bank of Scotland plc (“RBS”) unfairly linked his personal account overdraft with his business banking and wrongly registered a default in relation to the overdraft debt. backgroundAs well as having his personal bank account with RBS, Mr T was a partner in ... (2 pages)View decision -
Decision Reference DRN1053121
6 Sep 2013 Clydesdale Financial Services Limited Not upheldBanking and creditMr F complains that he was mis-sold training courses he paid for with a loan from Clydesdale Financial Services Limited (trading as Barclays Partner Finance).backgroundMr F says he enrolled in two courses with the intention of becoming a gas engineer. He expected to be able to move onto ... (2 pages)View decision -
Decision Reference DRN4785011
17 Dec 2013 Capital One (Europe) plc UpheldBanking and creditMrs A complains that Capital One (Europe) plc wrongly defaulted her credit card account.backgroundMrs A had a credit card account with Capital One. As she was paying less than the minimum payments required on the account Capital One says it issued a default notice in March 2012 and d... (2 pages)View decision -
Decision Reference DRN0074661
5 Aug 2014 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mrs V and Miss L complain that Admiral Insurance Company Limited (trading as Diamond) was wrong to pay a third party personal injury claim, made against Miss L’s motor insurance policy, after she collided with another car.backgroundIn April 2013, Miss L was involved in a low speed tr... (2 pages)View decision
