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 DRN3355326
6 Aug 2019 Virgin Money plc UpheldBanking and creditMiss B complains that Virgin Money plc will not backdate the date of a default to October 2016.backgroundMiss B says she entered into a debt management plan with Virgin in October 2016 but she says it wasn’t until November 2017 that it registered a default on her credit file. Miss B says t... (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 DRN-4899231
28 Aug 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-4899231 The complaint Ms O complains that she was mis-sold household warranty policies by Domestic & General Insurance Plc (D&G). What happened Ms O moved into a new home in 2021 and contacted D&G to register the warranties on several new appliances. She says its agent a... (2 pages)View decision -
Decision Reference DRN8281458
16 May 2018 NatWest Markets Plc UpheldPayment protection insurance (PPI)This complaint is about a credit card payment protection insurance (‘PPI’) policy taken out in 1999. Mr W says The Royal Bank of Scotland Plc (‘RBS’) mis-sold him the PPI.my findingsI’ve considered all the available evidence and arguments to decide what is fair and ... (2 pages)View decision -
Decision Reference DRN1704928
18 Jun 2014 Clydesdale Bank Plc Not upheldBanking and creditMrs F complains that Clydesdale Bank PLC (trading as Yorkshire Bank) has lost the title deeds to a property she owns.background Mrs F held a mortgage with Yorkshire Bank which was redeemed in 2008. In late 2013 Mrs F asked Yorkshire Bank to remove the charge it held on the property and t... (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 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 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 -
Decision Reference DRN0913224
1 Aug 2014 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Mr Z complains that Liverpool Victoria Insurance Company Limited mishandled a third party’s claim on his motor insurance policy.backgroundMr Z was involved in an incident with a third party at a filling station. Some CCTV images were available. LV decided that Mr Z was at fault and it s... (2 pages)View decision -
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
