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 DRN0188681
25 Mar 2018 National Westminster Bank Plc UpheldBanking and creditMs K complains that National Westminster Bank Plc (NatWest) has failed to provide redemption figures for a mortgage secured over her property, withheld information from her, threatened her with court action, and has wrongly charged her interest and pursued her for borr... (5 pages)View decision -
Decision Reference DRN-4300094
5 Dec 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4300094 The complaint Mr H complains that Nationwide didn’t do enough to protect him from the financial harm caused by an investment scam company, or to help him recover the money once he’d reported the scam to it. What happened Mr H saw an advert on social media for an opportunity to ... (5 pages)View decision -
Decision Reference DRN9480148
11 Apr 2019 Moneybarn No. 1 Limited UpheldBanking and creditMrs P is unhappy with the quality of the car she acquired through Moneybarn No. 1 Limited. Mrs P is being represented by her husband, Mr P. For ease, I will refer to Mrs P throughout the decision.backgroundMrs P acquired a 2011 registration automatic car on finance ... (6 pages)View decision -
Decision Reference DRN3582562
13 Sep 2019 James Hay Administration Company Ltd Not upheldInvestment and pensionsMr W has complained about James Hay Administration Company Ltd. He is unhappy with the delay in the transfer of his James Hay Self Invested Personal Pension (SIPP) to a new SIPP provider. He was particularly concerned over the delays between 5 March 2018 and 9 April 2018 during which time ... (3 pages)View decision -
Decision Reference DRN0561120
27 Feb 2017 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Miss O complains that Admiral Insurance Company Limited cancelled her car insurance without good reason or giving her proper notice that it was going to do so.backgroundMiss O took out the policy with Admiral in March 2014. Her mother, Mrs O, was a named driver. Miss ... (2 pages)View decision -
Decision Reference DRN-3385220
25 Apr 2022 Santander UK Plc Not upheldMortgagesDRN-3385220 The complaint Mr and Mrs T complain that Santander UK plc changed the details on their mortgage account and their credit files on the basis of a letter from a fraudster. As a result, they say they have suffered identity fraud with other lenders as well as with Santander. What h... (2 pages)View decision -
Decision Reference DRN2398330
19 Jan 2017 Barclays Bank Plc UpheldBanking and creditMr and Mrs B say they received very poor customer service from Barclays Bank Plc when they had a problem with their bank cards, including delaying in sending out their new cards and failing to acknowledge the Powers of Attorney they’d signed.backgroundAround July 2016... (3 pages)View decision -
Decision Reference DRN0234962
21 May 2013 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Ms B has complained that AXA Insurance UK Plc cancelled her policy as it discovered during its investigations following her accident that her car has previously been a category D total loss and consequently was not a car for which AXA would provide cover. Whilst AXA conceded Ms B wa... (3 pages)View decision -
Decision Reference DRN9599285
12 Apr 2013 HFC Bank Limited Not upheldBanking and creditMr and Mrs A complain that HFC Bank Limited granted them a loan that was unaffordable and unsuitable for their needs. backgroundIn 2003 Mr and Mrs A applied for a loan with HFC. The loan was for £22,800 (plus a fee of £200). The purpose of the loan was to pay off unsecured debts of ... (3 pages)View decision -
Decision Reference DRN9839513
14 Apr 2015 Advantage Insurance Company Limited UpheldInsurance (excluding PPI)Miss H complains that Advantage Insurance Company Limited mishandled her claim on a motor insurance policy.backgroundMiss H agreed to buy a brand new car. Its cash price was about £14,400. She took out a conditional sale agreement with a finance company. She insured th... (3 pages)View decision
