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 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 DRN8873953
13 Dec 2017 Halifax Share Dealing Limited Not upheldInvestment and pensionsMr B complains about the way in which Halifax Share Dealing Limited, trading as iWeb, dealt with his request to have his shares transferred into his name. He says, as iWeb charged £25 per shareholding to carry out the transfer, it should have made sure the share cer... (3 pages)View decision -
Decision Reference DRN-4602713
4 Mar 2024 Northern Bank Limited UpheldBanking and PaymentsDRN-4602713 The complaint Mr L complains that Northern Bank Limited trading as Danske Bank unfairly refused to authorise an international money transfer from his business bank account. What happened Mr L wanted to buy a second-hand agricultural vehicle from a company overseas which I will ... (2 pages)View decision -
Decision Reference DRN-4135514
28 Sep 2023 TSB Bank plc UpheldBanking and PaymentsDRN-4135514 The complaint Mr M complains that TSB Bank plc (“TSB”) gave a third-party (“TP”) information about his account without his authority. What happened Mr M held an account jointly with another party (“JP”) with TSB. The JP died on 1 March and Mr M informed TSB of the death and it ... (2 pages)View decision -
Decision Reference DRN-4924940
24 Sep 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4924940 The complaint Mrs K and her husband Mr S complain that Liverpool Victoria Insurance Company Limited (“LV”) mishandled a claim on her motor insurance policy. What happened The subject matter of the insurance claim and the complaint is a car, first registered in 2015. Mrs K ... (3 pages)View decision -
Decision Reference DRN-5302025
25 Feb 2025 Yorkshire Building Society Not upheldBanking and PaymentsDRN-5302025 The complaint Mrs M complains about Yorkshire Building Society (YBS) when she attempted to make a payment, and utilise a Power of Attorney (POA). This caused significant inconvenience, stress, and financial consequence. Mrs M is represented by a third party but for ease of r... (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-5036684
1 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5036684 The complaint A sole trader, who I’ll refer to as Mr A, complains that Barclays Bank UK PLC should not have given him a bounce back loan (”BBL”), as he couldn’t afford to repay it. He also complains that the bank is incorrectly holding him personally liable, since the loan s... (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 -
Decision Reference DRN9323055
4 Jan 2017 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr H complains that Aviva Insurance Limited settled a claim made against him under his car insurance policy, without telling him, on the basis that he was responsible for damage caused to the other driver’s car.background The other driver alleged that Mr H had run in... (2 pages)View decision
