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 4790 results
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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-1770603
16 Nov 2020 Target Servicing Limited Not upheldMortgagesDRN-1770603 The complaint Mr M has complained that Target Servicing Limited (Target) is pursuing him for payment of a loan. Mr M doesn’t believe Target is entitled to seek payment. He is asking Target to pay compensation. What happened In 2008 Mr M took out a secured loan with a business w... (2 pages)View decision -
Decision Reference DRN3486286
30 Aug 2016 London General Insurance Company Limited UpheldInsurance (excluding PPI)Mr S has complained that London General Insurance Company Limited (LGI) has turned down a claim on his mobile phone insurance.backgroundMr S advertised his phone for sale online. A prospective buyer came to see it and asked to show it to his friend in the car outside. ... (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 DRN0143710
28 Jul 2015 UK Insurance Limited Not upheldInsurance (excluding PPI)Ms B says U K Insurance Limited (“UKI”) provided poor service to her after she made a claim on her motor insurance policy.background Ms B’s car was stolen. It took two months to settle the claim and Ms B had to chase UKI for updates. No letters about it were receive... (2 pages)View decision -
Decision Reference DRN-4054418
19 Jun 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4054418 The complaint Mr S has complained that Barclays Bank UK Plc unreasonably refused to refund transactions he didn’t authorise in the sum of £18,813.83 which took place between 1 and 8 August 2022. What happened Mr S contacted Barclays on 8 August to explain there was unusual acti... (2 pages)View decision -
Decision Reference DRN8796795
5 Feb 2019 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr P has complained that Royal & Sun Alliance Insurance Plc (RSA) cancelled his car insurance policy without his permission and provided a poor service to him. backgroundMr P renewed his car insurance policy with RSA. In April 2018 he noticed a refund on his c... (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 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