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 DRN9664207
16 Dec 2020 Nationwide Building Society Not upheldBanking and creditComplaint Ms J complains that fraudsters have gained access to her accounts with Nationwide Building Society and standing orders she’s said up haven’t been paid correctly. She’s also unhappy Nationwide haven’t updated her account details properly or released funds which are due to her. And... (5 pages)View decision -
Decision Reference DRN0657018
25 Sep 2015 Lloyds Bank PLC Not upheldBanking and creditMr H says he was mis-sold a packaged bank account – known as a Silver Added Value Account (“AVA”) – by Lloyds Bank PLC (“Lloyds”) in 2010. He says, in summary, that: he wasn’t offered a fee-free account – he felt pressured into taking the Silver AVA and thought h... (4 pages)View decision -
Decision Reference DRN-2848323
12 Jul 2021 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-2848323 The complaint Mr S complains that a car he acquired through a hire purchase agreement with BMW Financial Services(GB) Limited (BMWFS) was misrepresented to him. What happen In September 2020 Mr S acquired a used car from a dealer (D) financed by a hire purchase agreement with B... (3 pages)View decision -
Decision Reference DRN-4541404
11 Jan 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4541404 The complaint Mrs C complains that Advantage Insurance Company Limited mishandled a claim on her motor insurance policy. What happened The subject matter of the claim and the complaint is a saloon car, made by a premium-brand car maker and first registered in March 2011. It has... (5 pages)View decision -
Decision Reference DRN-4210840
31 Aug 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4210840 The complaint Mr H complains about Advantage Insurance Company Limited’s handling of his motor insurance claim. Advantage is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Advantage has accepted it is accountable f... (4 pages)View decision -
Decision Reference DRN-2437377
16 Dec 2020 Calpe Insurance Company Limited UpheldInsuranceDRN-2437377 The complaint Miss N’s unhappy Calpe Insurance Company Limited have turned down her claim on her motor insurance policy – and have avoided the policy as well. A representative has been used to help bring this complaint, but for simplicity I’ll just refer to Miss N in this decis... (4 pages)View decision -
Decision Reference DRN-1517208
12 Feb 2020 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-1517208 The complaintMr M complains about the way Tesco Personal Finance PLC handled his claim under Section 75 of the Consumer Credit Act 1974. What happenedIn January 2019, Mr M purchased an electric bicycle for £799.99. He paid with his Tesco credit card. The bike developed a fault ... (4 pages)View decision -
Decision Reference DRN8954460
25 Jun 2019 HSBC UK Bank Plc Not upheldBanking and creditMr and Mrs W have complained that HSBC UK Bank Plc (“HSBC”) mis-sold them a fee- paying Advance account.They say they were talked into agreeing to the account when they were on the phone to HSBC discussing a fraud that happened on their credit card.backgroundMr and Mrs W held a fee-free ac... (4 pages)View decision -
Decision Reference DRN9076796
2 Feb 2018 Lloyds Bank PLC Not upheldBanking and creditMr L and Mrs B have complained that Lloyds Bank Plc (“Lloyds”) mis-sold them a fee-paying Platinum packaged bank account.backgroundI issued a provisional decision on this complaint, detailing my thoughts on why the complaint shouldn’t be upheld, on 16 January 2018 and invi... (4 pages)View decision -
Decision Reference DRN6097472
18 May 2016 TSB Bank plc UpheldBanking and creditMr O has complained that TSB Bank plc (“TSB”) mis-sold him Platinum and Premier packaged bank accounts in 2006 and 2010. backgroundOne of our adjudicators has looked into Mr O’s complaint already and she thought while TSB hadn’t mis-sold the Platinum account it had ... (3 pages)View decision
