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 4269 results
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Decision Reference DRN6128061
19 Dec 2013 Barrington Lewis Limited UpheldBanking and creditMr H complains that Barrington Lewis Limited failed to distribute his payments to his creditors as agreed.backgroundIt appears Mr H entered into a combined claims management and debt management agreement with Bankfair Limited at the beginning of 2010. A full copy of the signed agreement... (4 pages)View decision -
Decision Reference DRN6162791
23 Feb 2021 TSB Bank plc Not upheldBanking and creditComplaint Mrs S is seeking to recover £20,000 from TSB Bank plc which was stolen from her bank due to a third-party scam. TSB Bank plc says they’re not liable for the loss because Mrs S authorised the payment and it could not reasonably have intervened or done more to try to recoup the mon... (3 pages)View decision -
Decision Reference DRN-4667534
25 Mar 2024 Atlanta Insurance Intermediaries Limited Not upheldInsuranceDRN-4667534 The complaint Ms K complains that Atlanta Insurance Intermediaries Limited (Atlanta) failed to cancel her home buildings insurance policy resulting in her paying for duplicate cover. What happened Mrs K says she received renewal information from Atlanta in 2022. She called to a... (3 pages)View decision -
Decision Reference DRN-5208998
18 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5208998 The complaint A company, which I’ll refer to as P, complains that because of poor advice from HSBC UK Bank Plc, when changing the primary user of the business account, it lost access to the account. Also that HSBC repeatedly failed to issue welcome letters to the new user. M... (3 pages)View decision -
Decision Reference DRN7452018
21 Jul 2014 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)This complaint concerns the sale of a payment protection insurance (PPI) policy taken out in 1999 in conjunction with a credit card. Mr W says that The Royal Bank of Scotland Plc, (“RBS”) mis-sold the policy.backgroundAn adjudicator at this service has considered Mr W’s complaint and r... (3 pages)View decision -
Decision Reference DRN0704436
14 Mar 2019 Barclays Bank UK PLC Not upheldBanking and creditMr P has complained that Barclays Bank UK PLC (“Barclays”) mis-sold him a Barclays “Tech Pack” account add-on in 2015. He paid a monthly fee for the Tech Pack which provided several benefits in return.backgroundIn November 2015 Mr P called Barclays to enquire about ... (3 pages)View decision -
Decision Reference DRN7510011
31 May 2016 Barclays Bank Plc Not upheldBanking and creditMrs E complains that Barclays Bank Plc mis-sold her two packaged bank accounts.backgroundMrs E’s account was a free current account before it was first upgraded to an Additions account in 1999. It was again upgraded to an Additions Plus account in 2007.Mrs E complaine... (3 pages)View decision -
Decision Reference DRN-3880928
28 Feb 2023 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-3880928 The complaint Mr H complains that The Co-operative Bank Plc (‘Co-op’) caused him to miss a credit card payment and wrongly told him that it intended to record that late payment with the credit reference agencies. What happened Mr H held a credit card with Co-op. He says that h... (5 pages)View decision -
Decision Reference DRN-1602584
20 May 2020 Nationwide Building Society Not upheldBanking and PaymentsDRN-1602584The complaintMrs H complains that Nationwide Building Society didn’t notify her before the end of the 12- month term of her Flex Regular Online Saver account. And that Nationwide failed to cancel a standing order to the account. She says this caused her to lose interest after th... (3 pages)View decision -
Decision Reference DRN-3591612
12 Jul 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3591612 The complaint Ms F has complained that PayPal (Europe) Sarl et Cie SCA won’t refund transactions she says she didn’t make or otherwise authorise. What happened In 2020, Ms F lived with her partner at the time. She explained that he subjected her to financial abuse. He took out ... (4 pages)View decision
