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 4395 results
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Decision Reference DRN-3453165
29 Apr 2022 ATLANTA 1 INSURANCE SERVICES LIMITED Not upheldInsuranceDRN-3453165 The complaint Mr S complains that Atlanta 1 Insurance Services Limited (trading as Autonet) mishandled his van insurance policy. Where I refer to Autonet, I include employees and others insofar as I hold Autonet responsible for their acts or omissions. What happened On 2 June 2... (5 pages)View decision -
Decision Reference DRN7572660
8 Apr 2020 TSB Bank plc Not upheldBanking and creditMr R complains that TSB Bank plc lost his telephone banking security code. He is unhappy that he has been unable to use telephone banking services.background Mr R called TSB on 2 August 2018 to ask whether a cheque had cleared. He was unhappy that he was not asked for digits from his telep... (4 pages)View decision -
Decision Reference DRN0673595
20 Aug 2015 National Westminster Bank Plc Not upheldBanking and creditMr W has complained that National Westminster Bank Plc (“NatWest”) mis-sold several packaged bank accounts to him under one account number – an Advantage Gold in 1998, an Advantage Gold in 2010 and a Select Platinum in 2013. He paid a monthly fee for the Advantage Gol... (5 pages)View decision -
Decision Reference DRN-4735260
27 Jun 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4735260 The complaint Mr V complains that HSBC UK Bank Plc unfairly registered a default on his credit file, and they provided him with incorrect information. What happened Mr V says when he was working in England he held a HSBC credit card, and he continued to make repayments when liv... (4 pages)View decision -
Decision Reference DRN6112380
20 Feb 2018 Barclays Bank Plc UpheldBanking and creditMr S is unhappy with the customer service he’s received from Barclays Bank Plc after a fraudulent account was set up in his name. background Earlier this month I issued my provisional conclusions setting out this complaint and why I thought it would be fair for Barcla... (5 pages)View decision -
Decision Reference DRN-2808045
23 Feb 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2808045 The complaint Ms M complains that Barclays Bank UK PLC (Barclays) failed to refund transactions she didn’t recognise. What happened On 9 June 2020 Ms M reported disputed transactions on her account from 7 and 8 June 2020. The disputed transactions related to two betting compani... (4 pages)View decision -
Decision Reference DRN-5255949
30 Jan 2025 Society of Lloyd's Not upheldInsuranceDRN-5255949 The complaint Mr S has complained that he was unaware any total loss marker had been applied to his classic car by his insurer in 2012 who was Society of Lloyd’s (SOL). What happened Mr S has owned his car from 2005. In December 2023 he had his car valued and was intending ... (4 pages)View decision -
Decision Reference DRN4045006
20 Sep 2019 TSB Bank plc Not upheldBanking and creditMr M complains that TSB Bank plc (TSB) won’t refund disputed cash withdrawals made from his account. Mr M says that fraudulent withdrawals totalling £12,450 were made from his TSB account between 2 October 2017 and 3 October 2017. On 24 September 2017, Mr M contacted TSB to request a new c... (5 pages)View decision -
Decision Reference DRN2869199
13 Jun 2019 Whitehead Group Limited UpheldInvestment and pensionsMiss A complains that advice from Whitehead Group Limited (‘Whitehead’) to transfer her final salary occupational pension (“OPS”) benefits to a personal pension plan (‘PPP’) in 1994 was not reviewed as part of the industry-wide pensions review directed by the then indu... (5 pages)View decision -
Decision Reference DRN1738908
7 Jul 2017 TSB Bank plc Not upheldBanking and creditMr B has complained to TSB Bank plc (“TSB”) about being unable to use the Identity Theft Protection service (“ID Theft”) included on his Premier packaged bank account. He’s said, he tried to register for the service shortly after he agreed to the Premier account in ... (5 pages)View decision
