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
-
Decision Reference DRN-3458330
10 Jun 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3458330 Complaint Mr S is unhappy that TSB Bank plc (“TSB”) closed his current account and then registered a fraud prevention marker against him. He’s also unhappy that TSB retained a final payment from his employer. Background In August 2021, Mr S received a payment of £2,000.00 into ... (4 pages)View decision -
Decision Reference DRN-3447970
27 Apr 2022 Acromas Insurance Company Limited UpheldInsuranceDRN-3447970 The complaint Mr B and his wife Miss M complain that Acromas Insurance Company Limited mishandled a claim on his motor insurance policy. Where I refer to Acromas, I include claims-handlers and others insofar as I hold Acromas responsible for their acts or omissions. What happen... (5 pages)View decision -
Decision Reference DRN-5334636
6 Mar 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5334636 The complaint Miss A complains that NatWest Bank Ltd unfairly registered a marker about her at Cifas, the national fraud database. What happened Miss A had an account with NatWest. On 5 December 2023, three payments totalling just over £2,100 were paid into Miss A’s account... (4 pages)View decision -
Decision Reference DRN5400336
15 Jul 2019 Carnegie Consumer Finance Limited Not upheldBanking and creditMr N complains that he entered into a loan agreement with Carnegie Consumer Finance Limited (“Carnegie”) after relying on a number of misrepresentations by Carnegie’s agent and credit broker.background In April 2017, Mr N signed up to a training course leading to a trade qualification. Mos... (4 pages)View decision -
Decision Reference DRN-4601282
29 Mar 2024 Barclays Bank Plc UpheldPensions and AnnuitiesDRN-4601282 The complaint Mr C has complained that Barclays Bank Plc (‘Barclays’) unduly delayed the transfer of his pension to Aviva. Mr C has stated that during these delays changes to investment values meant that financial losses were incurred. What happened The chain of events in this ... (5 pages)View decision -
Decision Reference DRN-2446197
18 Dec 2020 Lloyds Bank PLC UpheldBanking and PaymentsDRN-2446197 The complaint Mr H has complained that Lloyds Bank PLC (Lloyds) mis-sold him two packaged bank accounts (PBAs). He paid monthly fees for the accounts and received several potential benefits in return. Lloyds has accepted that it mis-sold Mr H one of the accounts and has already... (4 pages)View decision -
Decision Reference DRN-2844002
18 Aug 2021 Safe World Insurance Group (UK) Ltd Not upheldInsuranceDRN-2844002 The complaint Mr T’s complaint is about the refusal of a claim Guarantee Protection Insurance policy with Safe World Insurance Group (UK) Ltd. What happened In December 2019, Mr T bought a renewable energy heating system with Contractor A. Mr T was unaware at the time that Cont... (4 pages)View decision -
Decision Reference DRN-3137906
11 Jan 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3137906 The complaint Mrs H an Mr H complain that Shawbrook Bank Limited (“Shawbrook”), has rejected the claim they made under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system they say was misrepresented to them by the supplier. Mrs H and Mr H ... (6 pages)View decision -
Decision Reference DRN-3137963
10 Nov 2021 Easi-Drive Limited Not upheldClaims ManagementDRN-3137963 The complaint Mrs A is unhappy about the way Easi-Drive Limited handled her claim after she was involved in a road traffic accident that she said wasn’t her fault. Mrs A has been represented by her husband, Mr A in this complaint. But for ease of reading I’ve only referred to M... (4 pages)View decision -
Decision Reference DRN-2349935
11 Jan 2021 MotoNovo Finance Limited UpheldConsumer CreditDRN-2349935 The complaint Mr P complains that a hire purchase agreement for a car via MotoNovo Finance Limited was mishandled, leading to him suffering financial loss and inconvenience. What happened In November 2019, Mr P arranged to purchase a car via a three-year hire purchase agreement... (4 pages)View decision
