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-4840225
24 Jul 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4840225 The complaint Mr and Mrs M complain that they were mis-sold a timeshare product and the loan used to pay for it. The loan was provided by Shawbrook Bank Limited. Mr and Mrs M have been represented in bringing this complaint by a claims management business, so any reference t... (5 pages)View decision -
Decision Reference DRN-4042120
3 Aug 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4042120 The complaint This complaint is brought on behalf of the estate of Mr C, by his executor and former attorneys (from a Lasting power of attorney/LPOA that was in place whilst Mr C was alive). The complaint is that Barclays Bank UK PLC was wrong to pay two cheques towards a suppo... (4 pages)View decision -
Decision Reference DRN8329119
8 Mar 2016 Barclays Bank Plc Not upheldBanking and creditMs B has complained that Barclays Bank Plc (“Barclays”) mis-sold her Additions and Additions Plus packaged bank accounts in 1999 and 2005. backgroundI attach my provisional decision of 2 February 2016, which forms part of this final decision.In my provisional decision I ... (5 pages)View decision -
Decision Reference DRN4818330
5 Sep 2017 TSB Bank plc Not upheldBanking and creditMr S has complained that TSB Bank plc (“TSB”) mis-sold a Silver packaged bank account to him in 2012. backgroundI attach my provisional decision of 17 August 2017, which forms part of this final decision. In my provisional decision I set out why I wasn’t intending ... (4 pages)View decision -
Decision Reference DRN4295666
27 Feb 2019 CIGNA Europe Insurance Company SA-NV UpheldInsurance (excluding PPI)Mr H has complained that CIGNA Europe Insurance Company SA-NV and its agents failed adequately to pay his hospital charges following his claim under his travel insurance policy.background Mr H whilst on holiday in the USA where he owns a holiday home became ill and ... (4 pages)View decision -
Decision Reference DRN-4519628
28 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4519628 The complaint A company, which I’ll refer to as H, complain that Santander UK Plc (Santander) unfairly closed its accounts, and in that process, provided poor service. In bringing this complaint, H is represented by its director, who I’ll refer to as Mr R What happened H was a... (5 pages)View decision -
Decision Reference DRN-2419429
16 Dec 2020 Advantage Insurance Company Limited UpheldInsuranceDRN-2419429 The complaint Mrs J and her son Mr J are unhappy with Advantage Insurance Company Limited’s actions in relation to their motor insurance policy. What happened In November 2020 I issued my provisional decision setting out what had happened in this complaint, and how I thought it... (4 pages)View decision -
Decision Reference DRN1959802
12 Mar 2019 Sainsbury's Bank Plc UpheldBanking and creditMr T complains that Sainsbury’s Bank Plc have continued to pursue him for a debt despite acknowledging that he was a victim of identity theft, and have failed to remove adverse entries on his credit file related to the debt. backgroundIn July 2017 a credit card acco... (5 pages)View decision -
Decision Reference DRN-5091851
19 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5091851 The complaint Mr V complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he says was lost as the result of a scam. What happened In 2020, Mr V found an investment opportunity through an advertisement for a company I’ll refer to as B. Mr V says he checked internet ... (5 pages)View decision -
Decision Reference DRN-4455007
28 Mar 2024 Decidebloom Limited Not upheldConsumer CreditDRN-4455007 Complaint Mr E complains that Decidebloom Limited (trading as “Stoneacre” Motor Group) unfairly charged him for a number of products which he didn’t agree to. Mr E is being represented in his complaint. For ease of reference, I’ll refer to Mr E’s representative as the represent... (4 pages)View decision
