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 4385 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 DRN9109072
4 Jun 2014 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)This complaint concerns a regular premium payment protection insurance policy (‘PPI’) sold by The Royal Bank of Scotland Plc (“RBS”) to Mrs A in conjunction with a Mint credit card taken out in 2004. Mrs A says the PPI policy was mis-sold.backgroundI have attached my provisional decisi... (4 pages)View decision -
Decision Reference DRN-2880083
12 May 2022 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-2880083 The complaint Mr S says Hargreaves Lansdown Asset Management Limited (‘HL’) is responsible for the delayed transfers of his Self-Invested Personal Pension (‘SIPP’) and his Fund and Share Account (‘FSA’) to AJ Bell in 2020. He says the transfers were prompted by HL’s arbitrary a... (4 pages)View decision -
Decision Reference DRN3435980
8 Nov 2013 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)This complaint concerns a regular premium payment protection insurance (“PPI”) policy taken out in 2001 by Mr G in connection with a credit card he held with Capital One (Europe) Plc (”Capital One”). Mr G says that the Capital One mis-sold the PPI to him.backgroundMr G took out a PP... (3 pages)View decision -
Decision Reference DRN8729149
5 Sep 2013 Northern Bank Limited Not upheldPayment protection insurance (PPI)This complaint is about a regular (monthly) premium payment protection insurance (PPI) policy taken out in 2007 in conjunction with a credit card. Mrs F says that Northern Bank Limited (now trading as Danske Bank) (referred to in this decision as Northern Bank) mis-sold the policy becau... (4 pages)View decision -
Decision Reference DRN9883169
2 Feb 2015 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr G, trading as a farm which I call L, complained that Ageas Insurance Limited (Rural Insurance) refused his claim for the theft of a transit tipper van and telehandler. The claim for the telehandler was eventually paid by Ageas but the claim for the theft of the van remains decline... (4 pages)View decision -
Decision Reference DRN-3414539
3 May 2022 One Sure Insurance Limited Not upheldInsuranceDRN-3414539 The complaint Y complains that One Sure Insurance Limited mishandled a fleet insurance policy. Y is a courier company represented by Mrs I. Where I refer to One Sure, I include employees and others insofar as I hold One Sure responsible for their acts or omissions. What happene... (5 pages)View decision -
Decision Reference DRN-5273979
24 Feb 2025 The Governor and Company of the Bank of Ireland UpheldMortgagesDRN-5273979 The complaint This complaint is about a mortgage held jointly by Mr O and Mrs and Mr R with The Governor and Company of the Bank of Ireland trading as Bank of Ireland (hereafter referred to as BOI). In essence, there are three broad strands to the complaint; these are: in... (4 pages)View decision -
Decision Reference DRN1201400
23 Sep 2013 Santander UK Plc Not upheldBanking and creditMiss W says that Santander UK Plc (trading as Cahoot) acted unfairly in two ways, specifically:-when it increased the interest rate on her flexible loan; and-when it withdrew a facility to enable her to borrow further money. She also says that her credit file shows that she has availab... (5 pages)View decision
