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
-
Decision Reference DRN3612268
26 Jun 2013 Northern Rock (Asset Management) plc UpheldBanking and creditMr S complains, in summary, that Northern Rock (Asset Management) plc (‘NRAM’) wrongly told him that his name had been taken off the mortgage account he held jointly with his wife, from whom he had separated. Later he discovered that that was not correct, and his credit rating was adv... (2 pages)View decision -
Decision Reference DRN0004265
7 May 2019 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs H complain about changes to the way Lloyds Bank PLC provides business banking services. They ask that Lloyds refunds charges.backgroundMr and Mrs H say Lloyds stopped direct debits and other payments from their business account for several weeks. They’d gone... (2 pages)View decision -
Decision Reference DRN3103736
24 Oct 2017 Bank of Scotland Plc Not upheldBanking and creditMr L complains that Bank of Scotland plc refused to raise a chargeback in relation to a defective car he paid for with a debit card.backgroundIn May 2017 Mr L bought a car for £5,500. He paid £2,500 with his Bank of Scotland debit card, and the balance was paid ... (2 pages)View decision -
Decision Reference DRN-4284185
22 Nov 2023 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4284185 The complaint Mr M complains that the amount Admiral Insurance (Gibraltar) Limited (‘Admiral’) offered to settle his motor insurance claim is too low. What happened In May 2023, Mr M’s car was stolen from his driveway. He then made a claim on his motor insurance policy. Admiral... (2 pages)View decision -
Decision Reference DRN0033813
15 Aug 2014 The Co-operative Bank Plc Not upheldBanking and creditMr and Mrs D complain about a car purchased using Mr D’s credit card. The complaint is brought against The Co-operative Bank Plc (‘Co-op’) under section 75 of the Consumer Credit Act 1974. backgroundMr D raised a section 75 claim against Co-op for breach of contract and misrepresentatio... (2 pages)View decision -
Decision Reference DRN-2157457
9 Sep 2020 U K Insurance Limited Not upheldInsuranceDRN-2157457The complaintMr B made a claim under his car insurance policy. He’s unhappy with the offer provided by U K Insurance Limited (UKI) as the market value of the car. What happenedMr B has a fully comprehensive motor policy with UKI. He was involved in a car accident and submitted a... (2 pages)View decision -
Decision Reference DRN-5502202
24 Apr 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5502202 The complaint Ms C complains HSBC UK Bank Plc recorded a marker at Cifas and then took too long to remove it and tell her what was happening. What happened A summary of what happened is below. Ms C applied for an account with HSBC in February 2024 but there was no update as ... (2 pages)View decision -
Decision Reference DRN-4776268
28 Jun 2024 One Insurance Limited UpheldInsuranceDRN-4776268 The complaint Mr A complains about the settlement payment One Insurance Limited (One Insurance) paid following the total loss of his car, under his motor insurance policy. What happened Mr A was involved in a car accident. His car was written off as a result of the damage that ... (2 pages)View decision -
Decision Reference DRN-4246120
5 Sep 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4246120 The complaint Mr B complains about Santander UK Plc. He says that he has been the victim of a scam, and that Santander didn’t do enough to protect him. He would like Santander to refund him the money he has lost. What happened In 2017, Mr B was cold called by W, offering an inv... (2 pages)View decision -
Decision Reference DRN-3385439
13 Apr 2022 Admiral Insurance Company Limited Not upheldInsuranceDRN-3385439 The complaint Miss B complains that Admiral Insurance Company Limited mishandled her motor insurance policy. Miss B is represented by her mother. Where I refer to Admiral, I include employees and others insofar as I hold Admiral responsible for their acts or omissions. What hap... (3 pages)View decision
