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 4245 results
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Decision Reference DRN3241229
26 Jul 2018 Lloyds Bank PLC Not upheldBanking and creditMr B has complained that Lloyds Bank Plc (“Lloyds”) mis-sold him a Silver packaged bank account in 2012. backgroundOur adjudicators looked at Mr B’s complaint and eventually concluded that Lloyds hadn’t mis-sold the packaged account. Mr B disagreed and asked for an om... (2 pages)View decision -
Decision Reference DRN-4990419
24 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4990419 The complaint Mr S has complained about HSBC UK Bank Plc registering his details on a fraud database. What happened Mr S applied for an account with HSBC. He’s explained that due to a technical glitch, the application accidentally went through multiple times. And he’s explai... (3 pages)View decision -
Decision Reference DRN-2145999
7 Oct 2020 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-2145999 The complaint Mrs B complains that Barclays Bank UK PLC (“Barclays”) changed the name registered to her bank account without her permission and have caused her distress and inconvenience. What happened Mrs B holds an account with Barclays. She was unfortunately diagnosed with a... (3 pages)View decision -
Decision Reference DRN5436166
2 May 2017 Barclays Bank Plc Not upheldBanking and creditMiss K and Mr R have complained that Barclays Bank Plc “Barclays” mis-sold them aPremier Life account in 2009.backgroundI sent Miss K and Mr R and Barclays a provisional decision on 23 March 2017 to explain why I didn’t think Miss K and Mr R’s complaint should be ... (2 pages)View decision -
Decision Reference DRN2329438
7 Mar 2018 UK Insurance Limited Not upheldInsurance (excluding PPI)Ms G complains that U K Insurance Limited (“UKI”) sold her car for salvage when it wasn’t entitled to. She would like the car back, or compensation to cover how much she could’ve sold the parts for.backgroundMs G has a motor insurance policy which is underwritten by UKI.... (2 pages)View decision -
Decision Reference DRN-2208419
8 Nov 2020 Ageas Insurance Limited Not upheldInsuranceDRN-2208419 The complaint Mr R is complaining Ageas Insurance Limited has settled a claim a third party made on his car insurance policy. What happened Ageas contacted Mr R to say a third party was claiming he’d been involved in an accident with a parked car. Mr R disputed this as he said ... (3 pages)View decision -
Decision Reference DRN2861239
3 Dec 2015 Barclays Bank Plc Not upheldBanking and creditMiss K has complained Barclays Bank Plc (“Barclays”) mis-sold her a Graduate Additions account in 2015. She paid a monthly fee for the account which offered some benefits in return.backgroundMiss K raised a number of concerns about how the bank had sold the packaged ... (2 pages)View decision -
Decision Reference DRN0069114
8 Apr 2019 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr T complains about the level of service the valuation of his van provided by AXA Insurance UK Plc after a claim on his commercial motor insurance policy. He wants a settlement offer that’s correct.backgroundMr T was involved in an accident and his van was damaged. ... (2 pages)View decision -
Decision Reference DRN3453672
12 Jan 2018 Barclays Bank Plc Not upheldBanking and creditMiss A complains that Barclays Bank PLC won’t refund money that was transferred from her account by someone else.backgroundMiss A says that she agreed that a friend of her nephew could transfer £1,000 into her account for her to pay to him because he didn’t have a ... (2 pages)View decision -
Decision Reference DRN-3799020
17 Nov 2022 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-3799020 The complaint Mr F complains that AA Underwriting Insurance Company Limited made an unreasonable offer as settlement of a claim he made on a car insurance policy. What happened Mr F insured his car with AA. The car was damaged in an accident and he claimed on the policy. AA acc... (3 pages)View decision
