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 4385 results
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Decision Reference DRN1439706
5 Dec 2017 Close Brothers Limited UpheldBanking and creditMr S complains that a car he took receipt of and that was financed under a conditional sale agreement with Close Brothers Limited was faulty when he received it. He wants to reject it as the cost of repair is prohibitive.backgroundIn July 2015 Mr S took receipt o... (2 pages)View decision -
Decision Reference DRN2848078
24 Jan 2017 Barclays Bank Plc Not upheldBanking and creditMr P complains that Barclays Bank Plc has mislaid the title deeds to his property. He thinks it should pay for the legal costs in arranging for re-registration of his property at the Land Registry.backgroundIn 1984 Mr P (and Mrs P) took out a mortgage from Barclays w... (2 pages)View decision -
Decision Reference DRN9456405
14 Jun 2016 Santander UK Plc Not upheldBanking and creditMr F complains that Santander UK Plc caused him to be unable to operate his credit card account properly, resulting in his paying charges and interest.backgroundMr F says that he attempted over a number of months, while abroad, to contact Santander to pay his credit ... (3 pages)View decision -
Decision Reference DRN1007802
8 Jan 2014 Lloyds Bank PLC UpheldBanking and creditMiss K complains that Lloyds Bank PLC (formerly Lloyds TSB Bank plc) defaulted her account without making her aware it would be doing this.our initial conclusionsThe adjudicator recommended that the complaint should be upheld. He acknowledged Lloyds had sent Miss K a default notice. Bu... (2 pages)View decision -
Decision Reference DRN1358758
9 Jul 2015 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr K complains about Aviva Insurance Limited’s handling of a claim he made on his motor insurance policy and that his car was wrongly written off.backgroundMr K was involved in an incident. He made a claim on his policy with Aviva. It incorrectly wrote off his car... (2 pages)View decision -
Decision Reference DRN-3702913
21 Oct 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3702913 The complaint Mrs K complains that Santander UK Plc failed to secure her account which allowed several unauthorised transactions to be made from it. What happened Mrs K became aware that several large transactions had been made from her account without her knowledge. Once Santa... (2 pages)View decision -
Decision Reference DRN0336213
18 Jun 2013 Zenith Insurance plc UpheldInsurance (excluding PPI)Mr and Mrs J complain that Zenith Insurance Plc did not offer them a fair settlement sum under their motor insurance policy after their vehicle was written-off in an accident.backgroundMr and Mrs J’s vehicle was a rare, low mileage, special edition model that they bought from new ... (2 pages)View decision -
Decision Reference DRN0571022
6 Mar 2014 Bank of Scotland Plc UpheldBanking and creditMr and Mrs J have complained that Bank of Scotland plc (trading as Halifax) defaulted their loan account in September 2011, without providing them notice that it was doing so. Mrs J has also complained about the customer service she received in a branch of Halifax in September 2013.ba... (2 pages)View decision -
Decision Reference DRN4451829
28 Jun 2016 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr B and Mr H complain about the way that Inter Partner Assistance SA (IPASA) handled a claim made under their breakdown policy when Mr H broke down in France. backgroundWhen Mr H broke down in France on 31 May, IPASA said he didn’t have European cover so it could on... (2 pages)View decision -
Decision Reference DRN9533567
11 Jun 2015 IRONFX GLOBAL UK LIMITED Not upheldInvestment and pensionsMs L complains about information she received from IronFX Global UK Limited (‘IronFX UK’) before opening a spot forex trading account. background In the third quarter of 2014, Ms L phoned IronFX UK. She says they told her that if she set up an account via www.ironfx.com or www.ironfx.co.uk... (2 pages)View decision
