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 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 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 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 DRN-3882546
18 Jan 2023 Barclays Bank Plc Not upheldBanking and PaymentsDRN-3882546 The complaint B, a limited company, complains Barclays Bank Plc treated it unfairly in relation to its merchant services agreement. B is represented, but for ease I’ll refer to the actions of B’s director and representatives collectively as B’s actions. What happened In January... (3 pages)View decision -
Decision Reference DRN9217240
31 Mar 2020 QIC Europe Ltd Not upheldInsurance (excluding PPI)Mr W complains that QIC Europe Limited (QEL) unfairly voided his Home Select insurance policy. backgroundMr W set up a home insurance policy via a comparison website which started on 20 February 2018. It was underwritten by QEL and administered QMetric Group Limited trading as Policy Exper... (2 pages)View decision -
Decision Reference DRN7870271
10 May 2018 Santander UK Plc UpheldBanking and creditMr C complains that Santander UK Plc didn’t default his credit card account promptly.backgroundMr C told us that he wrote to all the firms he owed money to in December 2011, including Santander. In early 2012 he entered into a debt management plan. He said he had th... (2 pages)View decision -
Decision Reference DRN9092693
9 Apr 2019 Marks & Spencer Financial Services plc Not upheldInsurance (excluding PPI)Mr A1 and his father Mr A2 complain about the level of service provided by Marks & Spencer Financial Services Plc (M&S) when it arranged their motor insurance policy.backgroundMr A1 and Mr A2 took out a policy through M&S online and Mr A2 completed ... (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
