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 4393 results
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Decision Reference DRN7057239
3 Aug 2018 Barclays Bank Plc Not upheldBanking and creditMr H has complained that Barclays Bank Plc (“Barclays”) mis-sold him a number of packaged bank accounts. He paid a monthly fee for the accounts which provided several benefits in return.backgroundMr H has had a number of packaged bank accounts, some of which I’ve loo... (4 pages)View decision -
Decision Reference DRN-2163020
11 Dec 2020 Creation Financial Services Limited UpheldBanking and PaymentsDRN-2163020 The complaint Mr B complains that Creation Financial Services Limited (CFS) unfairly recorded a default about his account with credit reference agencies. He also complains about poor service provided by Creation Financial Services Limited. Mr B is represented by Miss B. What ha... (4 pages)View decision -
Decision Reference DRN-2675585
12 Mar 2021 Metro Bank PLC Not upheldBanking and PaymentsDRN-2675585 The complaint Mr C complains, on behalf of W, that Metro Bank PLC won’t refund a disputed transaction made from their business account. What happened Mr C is the sole director of W. Mr C explains that a transaction for the amount of £6,641.76 was made from W’s account on the 24... (4 pages)View decision -
Decision Reference DRN-5214258
16 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5214258 The complaint Mr K is unhappy that Bank of Scotland plc trading as Halifax didn’t refund him after he told it he had fallen victim to a scam. Mr K is represented in this matter by a claims management company, but for ease of reading I’ll only refer to Mr K in this decision. ... (4 pages)View decision -
Decision Reference DRN0047129
11 Dec 2018 Aviva Life & Pensions UK Limited Not upheldInsurance (excluding PPI)Mr S has made a complaint because he says Aviva Life & Pensions UK Limited have discontinued a claim he made under his income protection insurance policy.background Mr S made a claim on his income protection policy because he was suffering from repetitive strain ... (4 pages)View decision -
Decision Reference DRN6333026
1 Dec 2016 Zurich Insurance PLC Not upheldInsurance (excluding PPI)Mr K has complained about Zurich Insurance PLC. He’s not happy with what it’s done in respect of his claim(s) made under a building guarantee it provides.backgroundMr K first complained to this service a few years ago and, in June 2012, my colleague issued a fina... (4 pages)View decision -
Decision Reference DRN7067994
8 Jun 2015 Coutts & Company UpheldInvestment and pensionsMr R complains that Coutts & Company did not properly carry out his instruction to sell some shares. He says Coutts didn’t tell him what he needed to do to sell the shares and took far too long to take any action. He thinks he has lost out as a result, as the ... (4 pages)View decision -
Decision Reference DRN-3185085
17 Mar 2022 Barclays Bank UK PLC Not upheldMortgagesDRN-3185085 The complaint Mrs G, on behalf of the estate of Mr G, complains that Barclays Bank UK Plc (‘Barclays’) has not removed a charging order from the property that Mrs G and the late Mr G jointly owned. What happened Mrs G and the late Mr G jointly owned a property. But in 2019 Mr G... (4 pages)View decision -
Decision Reference DRN-4016121
13 Apr 2023 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-4016121 The complaint Mr Y and Mr M have a buy to let mortgage with Bank of Ireland (UK) (“BoI”) Mr Y complains about what happened when he asked BoI to make changes to the mortgage. What happened Whilst this complaint is brought by both Mr Y and Mr M, as the mortgage is in both their ... (4 pages)View decision -
Decision Reference DRN8460479
21 Jan 2016 Barclays Bank Plc Not upheldBanking and creditMrs H has complained that Barclays Bank Plc (“Barclays”) mis-sold her Additions and Additions Active packaged bank accounts in 2001 and 2009. backgroundOne of our adjudicators has looked into Mrs H’s complaint already. She didn’t think that Barclays mis-sold the package... (3 pages)View decision
