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 4395 results
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Decision Reference DRN5071123
20 Dec 2013 Amber Homeloans Limited Not upheldBanking and creditMs G has a number of concerns about her mortgage and the way in which it has been administered by Amber Homeloans Limited. The main points of concern are as follows: Further borrowing taken out in 2007 was incorrectly set up as a further advance rather than a separate secured loan. ... (3 pages)View decision -
Decision Reference DRN2806461
23 Jun 2015 Santander UK Plc Not upheldBanking and creditThis complaint is about Santander UK plc’s sale of a fee-paying Premium packaged bank account. Mr P thinks it was mis-sold because Santander pushed him into taking it, saying it was necessary for a loan, overdraft and mortgage. He’s also upset because Santander told... (2 pages)View decision -
Decision Reference DRN1875608
25 Jan 2018 FirstRand Bank Limited Not upheldBanking and creditMr A complains that a used van he acquired in January 2017 under a hire purchase agreement from FirstRand Bank Limited (trading as Motonovo Finance) (“Motonovo”) wasn’t of satisfactory quality or fit for purpose.background Shortly after he obtained the van, Mr A complaine... (3 pages)View decision -
Decision Reference DRN9124579
24 Apr 2017 HSBC Bank plc Not upheldBanking and creditMr and Mrs R have complained HSBC Bank Plc treated them unfairly by closing their business account.background HSBC froze Mr and Mrs R’s business account and then closed it when they didn’t respond to its request for information about their business. It handed the acco... (3 pages)View decision -
Decision Reference DRN-2973757
10 Dec 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-2973757 The complaint Mr R complains that Lloyds Bank PLC did not refund payments he says he did not authorise to a scam investment company. What happened The circumstances of this complaint are well known to both parties, so I will not repeat them all again here in detail. But I will... (3 pages)View decision -
Decision Reference DRN4938652
13 Jun 2019 Tesco Underwriting Limited UpheldInsurance (excluding PPI)Mr D and Mrs V complain about the decision made by Tesco Underwriting Limited to hold Mrs V at fault for an accident after she made a claim on their motor insurance policy. background On 23 September 2017 Mrs V says she was driving her car normally when a car drove t... (2 pages)View decision -
Decision Reference DRN-2122087
26 Aug 2020 Lloyds Bank PLC UpheldBanking and PaymentsDRN-2122087The complaintMr F is unhappy Lloyds Bank PLC hasn’t refunded him £9,996.81 he lost to an investment scam. What happenedThe details of this case have been clearly set out by our investigator when he wrote to the bank upholding Mr F’s complaint. As such, the facts are well-known t... (3 pages)View decision -
Decision Reference DRN-1992945
28 Sep 2020 Admiral Insurance Company Limited Not upheldInsuranceDRN-1992945The complaintMiss I complains that Admiral Insurance Company Limited (“Admiral”): paid out on a claim made by a third party (TP) under her motor insurance policy which wasn’t her fault; and didn’t keep her properly updated while it dealt with the claim.What happenedMiss I had ... (3 pages)View decision -
Decision Reference DRN-2460085
17 Feb 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-2460085 The complaint Mr P complains that the information on his credit file provided by Vanquis Bank Limited (Vanquis) was wrong. What happened Mr P had a credit card with Vanquis. He was in financial difficulty. Several payment plans were agreed by Vanquis between September 2014 and ... (3 pages)View decision -
Decision Reference DRN8780992
11 Jul 2013 HFC Bank Limited Not upheldPayment protection insurance (PPI)summary of complaintThis complaint concerns a regular (monthly) premium payment protection insurance (“PPI”) policy sold in conjunction with a loan, taken out in November 2008 with a term of 36 months. Mrs B says that HFC Bank Limited (“HFC”) mis-sold the policy. my findingsI have con... (2 pages)View decision
