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 DRN5936693
12 Dec 2018 Nationwide Building Society UpheldBanking and creditMr and Mrs S have complained that Nationwide Building Society (“Nationwide”) changed their account type without their knowledge, which meant they lost the travel insurance that had previously been included with their account.backgroundMr and Mrs S held a Flex Account ... (3 pages)View decision -
Decision Reference DRN-4230248
31 Jul 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4230248 The complaint M, a limited company complains that Lloyds Bank PLC failed to tell it that it could still use the free internet banking service to make faster payments. M wants Lloyds to refund most of the fees it has charged. What happened M holds business bank accounts with ... (3 pages)View decision -
Decision Reference DRN-4813960
24 May 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4813960 The complaint B, a limited company, complains about the time Clydesdale Bank Plc trading as Virgin Money took to open its new savings account What happened The director of B explains that B had an existing savings account with Clydesdale holding a substantial balance. It applie... (3 pages)View decision -
Decision Reference DRN5663212
22 Dec 2015 Pinnacle Insurance Plc Not upheldInsurance (excluding PPI)Mr F is unhappy with his former motor insurer, Pinnacle Insurance plc. He doesn’t think it should have conceded liability for a negligence claim by a third-party pedestrian (which he regards as fraudulent). And he’s annoyed that it set up another ‘fault’ claim under hi... (3 pages)View decision -
Decision Reference DRN-2101657
11 Feb 2021 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-2101657 The complaint Ms M complains about charges made by Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (MBFS) when she returned her hire vehicle. What happened Ms M entered into a hire agreement for a new vehicle with MBFS in late 2016. The agreement ra... (3 pages)View decision -
Decision Reference DRN7872267
3 Oct 2016 Bank of Scotland Plc Not upheldBanking and creditMr C 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 C’s complaint already and he didn’t think that Halifax had... (3 pages)View decision -
Decision Reference DRN3576953
8 Oct 2015 National Westminster Bank Plc Not upheldBanking and creditMr B complains that National Westminster Bank Plc (NatWest) mis-sold him an Advantage Gold packaged account in 2010. He also says that he was forced to keep it when he tried to downgrade his account.backgroundNatWest didn’t uphold Mr B’s complaint so he brought it to ... (3 pages)View decision -
Decision Reference DRN-5350783
12 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5350783 The complaint Mr L complains about the service he has received from Barclays Bank UK PLC (“Barclays”) following opening an account with it. In particular he is unhappy with the amount of unsolicited emails he’s been sent and that Barclays failed to tell him it takes up to 8 ... (3 pages)View decision -
Decision Reference DRN1873008
5 Apr 2018 Squareup Europe Ltd Not upheldBanking and creditI, a trade association, has complained Squareup Europe Ltd, closed their account and retained their money.backgroundI entered into an agreement with Squareup in 2017 where Squareup provided them with merchant acquiring services. After I had processed more than a week’s pa... (3 pages)View decision -
Decision Reference DRN4207781
9 Nov 2015 Lloyds Bank PLC Not upheldBanking and creditMrs H has complained that Lloyds Bank PLC mis-sold a Select packaged bank account to her in 2006. She paid a monthly fee for the account, which offered a number of benefits in return.Mrs H has used a claims management company (CMC) to bring her complaint to us. ba... (3 pages)View decision
