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 DRN-4634255
3 Apr 2024 Acromas Insurance Company Limited Not upheldInsuranceDRN-4634255 The complaint Mrs B complains that Acromas Insurance Company Limited is responsible for mishandling a motor insurance policy. What happened Mrs B had a vehicle with a “53” registration plate. She had it insured on a policy with an insurer other than Acromas for the year from mi... (3 pages)View decision -
Decision Reference DRN2462964
8 Oct 2013 MoneyGram International Limited Not upheldBanking and creditMr A complains that MoneyGram International Limited failed to give him sufficient warning of the risks associated with a payment he was making, and allowed the recipient to collect the money on the basis of fake proof of identity. backgroundMr A responded to an internet advertisement... (2 pages)View decision -
Decision Reference DRN6951853
25 Mar 2015 National Westminster Bank Plc Not upheldBanking and creditMiss R complains that National Westminster Bank Plc mis-sold her an interest only mortgage because she does not have the means to repay the capital at the end of the term. She also complains that NatWest has not done enough to help her when she has faced financial di... (2 pages)View decision -
Decision Reference DRN-5066823
30 Oct 2024 Hastings Insurance Services Limited Not upheldInsuranceDRN-5066823 The complaint Mr D complains that Hastings Insurance Services Limited (“Hastings”) mishandled his motor insurance policy. What happened In 2022, Mr D got a new car. For the year from late January 2024, Mr D had an insurance policy to cover his car through Hastings (an insu... (3 pages)View decision -
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 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 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 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
