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-3400612
31 Mar 2022 Herts Insurance Consultants Ltd Not upheldInsuranceDRN-3400612 The complaint Mr K complains that Herts Insurance Consultants Ltd (trading as Sterling Insurance Services) didn’t cancel his motor insurance policy when asked but kept on asking him for further information. He said it didn’t accept his information, so Mr K felt forced to cancel... (2 pages)View decision -
Decision Reference DRN4674324
12 Oct 2016 Lloyds Bank PLC Not upheldBanking and creditMiss B complains that Lloyds Bank PLC wrongly assured her that her repayment plan would not result in her loan going into default.backgroundMiss B was experiencing financial difficulty and felt she would not be able to keep up the repayments for the loan she had ... (3 pages)View decision -
Decision Reference DRN2534389
5 Sep 2013 County Insurance Consultants Limited Not upheldInsurance (excluding PPI)Mr Y complains that an error made by his broker, County Insurance Consultants Limited (County) in setting up his direct debit meant that he was required to pay a higher monthly payment than had been agreed. After the policy renewed, his monthly payments were again increased, contrary t... (2 pages)View decision -
Decision Reference DRN1941641
10 Jan 2017 Bank of Scotland Plc Not upheldBanking and creditMiss B complains that Bank of Scotland plc (trading as Halifax) lent irresponsibly to her and has since unfairly registered adverse information on her credit file. background Miss B had a loan, overdraft debt and credit card debt with Halifax. When she took the l... (3 pages)View decision -
Decision Reference DRN-2919735
16 Sep 2021 Brentacre Insurance Services Ltd Not upheldInsuranceDRN-2919735 The complaint Mr G complains Brentacre Insurance Services Ltd didn’t pass on information to his insurer, leading to his motor insurance policy being cancelled. What happened In September 2020 Mr G asked Brentacre to arrange a motor insurance policy for his car. He was asked for... (2 pages)View decision -
Decision Reference DRN-1624109
4 Jun 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-1624109The complaintMr P complains that HSBC UK Bank Plc has reported incorrect information about his credit card to credit reference agencies. What happenedMr P had a credit card with HSBC. The account fell into arrears and a default was issued. Mr P says that until mid-2019 the date ... (2 pages)View decision -
Decision Reference DRN6731436
9 Nov 2018 Barclays Bank Plc Not upheldBanking and creditMr J has complained that Barclays Bank Plc (“Barclays”) mis-sold him a Tech Pack bundle from its feature store in 2014.backgroundOne of our adjudicators has looked into Mr J’s complaint already and she didn’t think that Barclays mis-sold the feature store package. Mr J ... (2 pages)View decision -
Decision Reference DRN8747273
9 Apr 2015 Santander UK Plc Not upheldBanking and creditMr G complains that Santander UK Plc (“Santander”) mis-sold him a packaged bank account.backgroundThe background to this complaint and my initial conclusions are set out in my provisional decision from March 2015.Mr G completed an application form to open a Premier 50 c... (2 pages)View decision -
Decision Reference DRN-4457981
12 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4457981 The complaint Mr L has complained Barclays Bank UK PLC, trading as Barclaycard, didn’t refund him for unauthorised transactions and then required him to repay their legal costs after his judgement was set aside. What happened In 2022 Mr L asked Barclaycard to refund him for var... (2 pages)View decision -
Decision Reference DRN1012039
3 May 2019 Lookers Motor Group Limited Not upheldBanking and creditMr H complains he was mis-sold a personal contract hire finance agreement by Lookers Motor Group Limited. He wants to end the agreement.backgroundMr H tells us he first applied to have the agreement in the name of his business but was told he had to proceed with a ... (3 pages)View decision
