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 DRN3853213
21 Dec 2018 National Westminster Bank Plc UpheldBanking and creditMr W is unhappy because National Westminster Bank Plc (NatWest) refuses to give him back the money he says a fraudster took from his account. And he says he received poor customer service after he reported the fraud to the bank.backgroundIn October 2017 Mr W was a vi... (15 pages)View decision -
Decision Reference DRN-2381187
2 Dec 2020 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-2381187 The complaint Mr S complains that Sainsbury’s Bank Plc will not refund him for disputed transactions that took place on a credit card he didn’t apply for. He wants Sainsbury’s to not hold him liable for the debt, remove the credit card from his name, correct his credit file and... (7 pages)View decision -
Decision Reference DRN6678252
30 Mar 2020 Santander UK Plc Not upheldBanking and creditMr K complains that Santander UK Plc blocked his account while he was abroad, leaving him without access to funds. The bank then closed his account and won’t return money held in it.backgroundIn December 2018 Mr K was abroad on holiday. A faster payment of £10,000 was made to his account. ... (2 pages)View decision -
Decision Reference DRN9235179
28 Sep 2016 esure Insurance Limited Not upheldInsurance (excluding PPI)Mr T’s complained that esure Insurance Limited settled a claim under his motor insurance policy from another driver. Mr T said he wasn’t involved in the accident.backgroundAnother driver made a claim to Mr T’s insurer, esure. He said Mr T’s car hit the rear of... (2 pages)View decision -
Decision Reference DRN6641218
6 Mar 2019 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Miss M complains that Royal & Sun Alliance Insurance Plc (RSA) cancelled her motor insurance policy from the start (voided it). She wants records of the voidance removed.backgroundMiss M completed her application for a policy online and then called RSA to comp... (2 pages)View decision -
Decision Reference DRN3162761
20 Aug 2019 Black Horse Limited Not upheldBanking and creditMr K complains that the car he acquired through a hire purchase agreement (HPA) with Black Horse Limited was mis-sold. He says this meant he lost money when he came to sell the car.backgroundMr K entered into a HPA with Black Horse in February 2016 to acquire a used car. He says the car wa... (2 pages)View decision -
Decision Reference DRN3797900
23 Dec 2015 The Royal Bank of Scotland Plc Not upheldBanking and creditMr B has complained that The Royal Bank of Scotland Plc (RBS) mis-sold him a Royalties Gold packaged bank account in 2004. He paid a monthly fee for the account which came with several benefits.Mr B has used a claims management company (CMC) to bring his complaint ... (2 pages)View decision -
Decision Reference DRN6860247
7 Aug 2017 TSB Bank plc UpheldBanking and creditMs D has complained that TSB Bank plc (“TSB”) mis-sold him a Silver packaged bank account in 2012. backgroundOne of our adjudicators has looked into Ms D’s complaint. She thought TSB had mis-sold the Silver account. TSB disagreed and asked for an ombudsman to look a... (2 pages)View decision -
Decision Reference DRN-4716749
26 Jun 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4716749 The complaint Mr W complains that MotoNovo Finance Limited (“MotoNovo”) shared information about his account in calls with an unauthorised third party and failed to provide him with a copy of the audio recordings. What happened Mr W requested calls from March and Aug... (2 pages)View decision -
Decision Reference DRN3230977
20 Mar 2017 Western Provident Association Limited Not upheldInsurance (excluding PPI)Mr B on behalf of his company, who I shall call P has complained about the advice he was given by Western Provident Association Limited (WPA) to switch his company’s group private medical insurance policy.backgroundMr B met an adviser of WPA at a networking event and fo... (2 pages)View decision
