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 4563 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 DRN1680636
28 Nov 2016 Bank of Scotland Plc Not upheldBanking and creditMr B has complained that Bank of Scotland plc (trading as “Halifax”) mis-sold an Ultimate Reward Current Account (“URCA”) packaged bank account to him in 2008. backgroundOne of our adjudicators has looked into Mr B’s complaint already and she didn’t think that Halifax mis... (2 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-3583767
2 Sep 2022 Metro Bank PLC Not upheldBanking and PaymentsDRN-3583767 The complaint Ms S is unhappy that Metro Bank PLC (Metro) won’t refund money she says was stolen from her account. What happened Ms S says she received a lump sum payment in 2010 of over £47,000 which was put into an account opened with Metro. Ms S says she only completed one l... (3 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-1523824
13 Feb 2020 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-1523824 The complaintMr B complains about the treatment of him by Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“VWFS”) in respect of a hire agreement he had with it. Reference to VWFS in this decision also includes its agents.What happenedIn September ... (3 pages)View decision -
Decision Reference DRN1911574
18 Sep 2018 Halifax Share Dealing Limited UpheldInvestment and pensionsMr G has complained about the way Halifax Share Dealing Limited (Halifax) handled the transfer of his ISA portfolio from another financial business (business A).backgroundIn February 2017 Mr G set up an online share dealing account with Halifax. He wanted to transfer... (3 pages)View decision -
Decision Reference DRN7034639
12 Aug 2016 AXA Portfolio Services Limited UpheldInvestment and pensionsMr and Mrs W have complained that AXA Portfolio Services Limited (AXA) didn’t follow their instructions when they transferred their SIPP to a new platform. One of the investments in the SIPP was sold and held in cash, instead of being transferred in-specie as they’d r... (3 pages)View decision
