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 4777 results
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Decision Reference DRN4829122
8 Sep 2016 National Westminster Bank Plc Not upheldBanking and creditMs K has complained that National Westminster Bank Plc (“NatWest”) mis-sold an Advantage Gold packaged bank account to her in 1999.backgroundOne of our adjudicators has looked into Ms K’s complaint already and he didn’t think that NatWest mis-sold the packaged accoun... (3 pages)View decision -
Decision Reference DRN1520067
10 Feb 2020 Lloyds Bank PLC Not upheldBanking and creditComplaintThe estate of Mrs W has complained that Lloyds Bank PLC won’t refund unauthorised transactions on her account.Mrs G is the executor and authorised representative for the estate.BackgroundMrs W had a stroke, which made her dependent on her family for help. She gave her debit card a... (4 pages)View decision -
Decision Reference DRN-3204438
17 Dec 2021 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-3204438 The complaint Mr P complains that TransUnion International UK Limited (TransUnion) keep removing his electoral roll information from his credit report. What happened Mr P has had ongoing issues with his electoral roll information not showing on his credit report. In September ... (4 pages)View decision -
Decision Reference DRN-4436490
29 Nov 2023 Simplyhealth Access Not upheldInsuranceDRN-4436490 The complaint Mr and Mrs G complain about the way that Simplyhealth Access administered their dual- registered ‘Simply Cash’ insurance policies. What happened Mr and Mrs G each held dual-registered ‘Simply Cash’ cashback insurance policies for many years, which provided cashbac... (4 pages)View decision -
Decision Reference DRN-5176271
29 Nov 2024 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5176271 The complaint Mr M complains that Accelerant Insurance Europe SA mishandled his claim on a taxi insurance policy. What happened The subject matter of the insurance, the claim and the complaint is an estate car, made by a premium-brand car maker and first registered in 2017.... (4 pages)View decision -
Decision Reference DRN-2889742
13 Jul 2021 National Westminster Bank Plc UpheldBanking and PaymentsDRN-2889742 The complaint Mrs L complains that National Westminster Bank Plc (NatWest) defaulted her loan account and advised late payments to credit reference agencies. What happened Mrs L took a loan of £15,000 from NatWest in August 2019. The repayments were £312.67 a month. She missed ... (3 pages)View decision -
Decision Reference DRN-3861653
27 Jan 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3861653 The complaint Mr K complains that HSBC UK Bank Plc blocked and closed his account without notice. The closure has impacted his credit score. He would like his adverse credit rating removed. What happened Mr K had a current account and a credit card with HSBC. HSBC carried out a... (3 pages)View decision -
Decision Reference DRN4658068
12 Sep 2016 Experian Limited Not upheldBanking and creditMr H complains that Experian Limited failed to record information sent by his local Council about his electoral roll registration, which led to him being refused credit.backgroundMr H applied for a credit card in December 2015 but was initially refused. He says the rele... (4 pages)View decision -
Decision Reference DRN4168216
9 Nov 2020 The Royal Bank of Scotland Plc UpheldBanking and creditComplaint Mr H and Mrs H have complained that The Royal Bank of Scotland Plc mis sold a business loan and gave poor financial advice. Background Mr H and Mrs H run a farming business. At the relevant time, they were trading as the WAJH partnership. In 2013, an opportunity arose to buy a pl... (4 pages)View decision -
Decision Reference DRN-2556618
10 Jun 2021 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-2556618 The complaint Mr A claims that Automobile Association Insurance Services Limited (the “AA”) unfairly cancelled his motor insurance and then failed to automatically renew it. What happened The details of this complaint are well known to both parties, so I won’t repeat them again... (4 pages)View decision