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 DRN4386041
22 Oct 2015 National Westminster Bank Plc Not upheldBanking and creditMrs A has complained that National Westminster Bank Plc (NatWest) mis-sold an Advantage Gold packaged bank account. The account offered a number of benefits. backgroundMrs A held a Graduate account with NatWest, before it was upgraded to an Advantage Gold in 2012. At the... (2 pages)View decision -
Decision Reference DRN5082199
10 Mar 2015 Bank of Scotland Plc Not upheldBanking and creditThis complaint is about a mortgage that, until recently, Mr and Mrs Y held with Bank of Scotland plc trading as Birmingham Midshires (“BM”). The debt was in two parts; the original main mortgage of around £225,000 plus fees and interest from 2012, and a further advance of around £75,000... (2 pages)View decision -
Decision Reference DRN4047845
5 May 2015 Bank of Scotland Plc UpheldBanking and creditMr and Mrs K are unhappy because, due to a problem with Bank of Scotland plc’s (trading as Halifax) systems, they’re unable to make use of the bank’s cashback scheme.backgroundMr and Mrs K have a joint current account with Halifax and the bank offers customers li... (2 pages)View decision -
Decision Reference DRN4096661
26 Nov 2014 Lloyds Bank PLC Not upheldPayment protection insurance (PPI)Mr A says he was mis-sold a payment protection insurance (“PPI”) policy by Lloyds Bank PLC (“Lloyds”). He says the policy was added without his agreement.backgroundMr A successfully applied for a credit card with Lloyds in March 1998. PPI was added from the start. The insurance prote... (2 pages)View decision -
Decision Reference DRN9931467
23 Apr 2020 Bank of Scotland Plc Not upheldBanking and creditMr M complains that Bank of Scotland plc, trading as Halifax, won’t refund a transaction that he says he didn’t make or authorise.backgroundMr M says that in April 2019 he noticed that a payment of £82.43 had been taken from his account. He doesn’t know anything about the transaction and h... (2 pages)View decision -
Decision Reference DRN-4331048
14 Sep 2023 Devitt Insurance Services Ltd UpheldInsuranceDRN-4331048 The complaint Mr M complains that Devitt Insurance Services Ltd unfairly cancelled his motor insurance policy and charged him the full year’s premiums. What happened In February 2023 Mr M took out a motor insurance policy through Devitt. He was asked to provide proof of his no ... (2 pages)View decision -
Decision Reference DRN-4137994
20 Sep 2023 James Hay Administration Company Ltd UpheldPensions and AnnuitiesDRN-4137994 The complaint Mr B complains that James Hay Administration Company Limited trading as James Hay Partnership (JHAC) delayed the transfer of his pension to another provider and he suffered financial loss as a result. He also complains about administration delays and errors. What ... (7 pages)View decision -
Decision Reference DRN-4427069
27 Nov 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsThe complaint Mr J is unhappy that Barclays Bank UK PLC (“Barclays”) won’t refund the money he lost to an investment. What happened The full details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll recap the key points, and focus on giving reason... (2 pages)View decision -
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 DRN-1852052
25 Jan 2021 esure Insurance Limited Not upheldInsuranceDRN-1852052 The complaint Mr K says esure Insurance Limited didn’t deal properly with a claim he made on his motor insurance policy and that it repaired his car when it should have been written-off. What happened On 3 March 2020 Mr K’s car was damaged in an accident. He contacted esure whe... (2 pages)View decision
