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 4282 results
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Decision Reference DRN-3487399
15 Jun 2023 Nationwide Building Society Not upheldBanking and PaymentsDRN-3487399 The complaint Mr G has complained that Nationwide Building Society (“Nationwide”) has unfairly turned down a claim he made under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened In February 2019, Mr G, along with his wife, travelled to Tenerife and signed up to... (3 pages)View decision -
Decision Reference DRN-3874866
25 Jul 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3874866 The complaint Ms W complains Lloyds Bank PLC (“Lloyds”) refused to accept her attorney’s authority to act on her account until an Enduring Power of Attorney (“EPA”) was registered with the Office of the Public Guardian (“OPG”). Ms W is assisted in bringing this case by her Atto... (3 pages)View decision -
Decision Reference DRN3621595
2 Jun 2015 Erudio Student Loans Limited UpheldBanking and creditMr M complains that Erudio Student Loans Limited has declined to process his request to defer his loan repayments.Further he complains it acted inappropriately in seeking to recover the debt from him.He also considers it failed to provide the level of customer serv... (3 pages)View decision -
Decision Reference DRN-3694918
28 Feb 2023 Invesco Fund Managers Limited Not upheldInvestmentsDRN-3694918 The complaint Miss F complained about the service provided by Invesco Fund Managers Limited (‘Invesco’). Miss F said she instructed Invesco to perform a conversion between classes of a fund and Invesco told her it wouldn’t be able to do this. Miss F is not happy about this and ... (3 pages)View decision -
Decision Reference DRN7790329
25 Apr 2014 Home Retail Group Insurance Services Limited Not upheldPayment protection insurance (PPI)& backgroundThis complaint relates to the sale of a regular premium Payment Protection Insurance (‘PPI’) policy sold in connection with an Argos store card in November 2010. Mrs B complains Home Retail Group Insurance Services Limited (‘HRG’) mis-sold the policy.Our adjudicator did ... (3 pages)View decision -
Decision Reference DRN4008021
20 Jul 2017 Tesco Personal Finance PLC Not upheldBanking and creditMrs J complains that Tesco Personal Finance PLC (trading as Tesco Bank) did not do enough to help her when she told it about a problem with a purchase she made on her credit card. backgroundMrs J received an invoice dated 15 July 2016 for a reconditioned car engin... (3 pages)View decision -
Decision Reference DRN8444812
15 May 2019 HSBC UK Bank Plc Not upheldBanking and creditMrs W and the estate of her late husband complain that HSBC Bank Plc declined to raise a chargeback dispute about a number of debit card payments they made to some timeshare companies.backgroundMr W made a number of payments to different timeshare companies betw... (3 pages)View decision -
Decision Reference DRN-4544281
23 Jan 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4544281 The complaint Ms C complains Ageas Insurance Limited provided an unfair settlement to her motor insurance claim. What happened Ms C’s car was involved in a car park fire. The damage to it couldn’t be confirmed. Ageas, her motor insurer, treated the car as a total loss. It waive... (3 pages)View decision -
Decision Reference DRN1660171
1 May 2013 Santander UK Plc Not upheldBanking and creditMr F says that Cahoot acted unfairly in a number of ways, specifically:-when it increased the interest rate on his flexible loan;-when it withdrew a facility to enable him to borrow further money and did not amend his credit file to reflect the change to his credit limit; and,-when it w... (4 pages)View decision -
Decision Reference DRN-4721417
19 Jul 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4721417 The complaint Mr M is unhappy with how Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) dealt with his request for a refund of fines he incurred. What happened In December 2022, Mr M hired a car from a company I’ll call ‘A’, while he was overseas. In January 2023... (3 pages)View decision
