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 4568 results
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Decision Reference DRN-3986817
27 Apr 2023 DAS Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-3986817 The complaint Mr G complains DAS Legal Expenses Insurance Company Limited (DAS) wrongly refused to pay the legal costs he incurred in appealing a statutory improvement notice (SIN) served on him by his local council. Where I refer to Mr G, I include his representative. What hap... (3 pages)View decision -
Decision Reference DRN8253546
6 Sep 2016 Bank of Scotland Plc Not upheldBanking and creditMr W has complained that Bank of Scotland plc (trading as “Halifax”) mis-sold an Ultimate Reward Current Account (“URCA”) packaged bank account to him in 2012. Mr W has used a Claims Management Company (“CMC”) to make his complaint.backgroundOne of our adjudicators ... (3 pages)View decision -
Decision Reference DRN4772766
23 Jun 2016 Barclays Bank Plc Not upheldBanking and creditMiss E complains that Barclays Bank Plc (Barclays) mis-sold two packaged accounts to her - a First Additions account in 2007 and a Current Plus account in 2012. She paid a monthly fee for the accounts which offered several benefits in return.backgroundTwo of our ad... (3 pages)View decision -
Decision Reference DRN5860341
8 Mar 2016 Lloyds Bank PLC Not upheldBanking and creditMrs M has complained that Lloyds Bank PLC (“Lloyds”) mis-sold her Select and Silver packaged bank accounts in 2008 and 2010. backgroundOne of our adjudicators has looked into Mrs M’s complaint already and she didn’t think that Lloyds mis-sold the packaged accounts to he... (3 pages)View decision -
Decision Reference DRN4228023
11 Jul 2017 HSBC Bank plc Not upheldBanking and creditMrs L complained that HSBC Bank Plc had lost the deeds to her house. She said they contain irreplaceable family documents and she wanted them back.backgroundI issued a provisional decision on this case.When Mrs L paid off her mortgage with HSBC in 2005, she asked fo... (3 pages)View decision -
Decision Reference DRN1980133
30 Jun 2016 National Westminster Bank Plc Not upheldBanking and creditMiss N has complained that National Westminster Bank Plc (“NatWest”) mis-sold an Advantage Gold packaged bank account to her in 2000.backgroundOne of our adjudicators has looked into Miss N’s complaint already and she didn’t think that NatWest mis-sold the packaged ac... (3 pages)View decision -
Decision Reference DRN-4406674
24 Oct 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4406674 The complaint Mrs L’s complaint is brought to us by her representative, who I’ll refer to as Mr B Mrs L complains that she received a poor level of service from National Westminster Bank Plc (NatWest) when her representative asked to be added to her account. What happened Aroun... (3 pages)View decision -
Decision Reference DRN-3598280
19 Nov 2022 U K Insurance Limited Not upheldInsuranceDRN-3598280 The complaint Mr E complains that U K Insurance Limited (UKI) settled his complaint and took ownership of the salvage of his car without his permission, under his motor insurance policy. What happened Mr E was involved in an accident when driving his car in January 2022. He con... (3 pages)View decision -
Decision Reference DRN-4413951
21 Nov 2023 more 2 life Ltd Not upheldMortgagesDRN-4413951 The complaint Mr B’s complaint is that, because of delays by more 2 life Ltd trading as Standard Life Home Finance (and referred to her as SLHF) and its solicitors, his mortgage offer lapsed. When SLHF issued a new offer, it was at a higher rate of interest. To settle the compl... (3 pages)View decision -
Decision Reference DRN2080079
10 Oct 2014 Barclays Bank Plc UpheldInsurance (excluding PPI)Mr E complains a card protection policy was mis-sold to him by a predecessor of Barclays Bank Plc. background In September 2002 a card protection policy was added to Mr E’s credit card. In 2013 Mr E complained the policy had been added without his knowledge or consent. Barclays did not u... (3 pages)View decision
