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 4563 results
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Decision Reference DRN5707694
23 Jan 2018 Lloyds Bank PLC Not upheldBanking and creditMr O complains that he is being asked to pay charges which he thinks are unfair. He would like Lloyds Bank PLC, trading as Lloyds Bank Cardnet, to refund these to him.Mr O brings this complaint on behalf of his company – E.backgroundAs part of an agreement Mr O h... (2 pages)View decision -
Decision Reference DRN6657502
27 Oct 2015 National Westminster Bank Plc UpheldBanking and creditA, a limited company, has complained about how National Westminster Bank Plc managed their two accounts from the time one was set up until being closed.Mrs M has brought the complaint as a director of A.backgroundA needed to open an additional client account in 2013 ... (2 pages)View decision -
Decision Reference DRN2277421
13 Aug 2013 National Westminster Bank Plc Not upheldBanking and creditS, represented by its director Mrs B, complains that National Westminster Bank Plc (“the bank”) agreed an overdraft facility of £25,000. Based upon that, Mrs B says that the company incurred costs, as has she personally. The bank later declined the application, leaving the company an... (2 pages)View decision -
Decision Reference DRN2050358
30 Jul 2013 Santander UK Plc Not upheldBanking and creditMr B complains that Santander UK Plc wrongly disclosed inaccurate information on his financial affairs. our initial conclusionsThe adjudicator was satisfied that Santander had made a fair offer to pay Mr B £150 as a goodwill gesture and pay for a year’s protective registration to ... (2 pages)View decision -
Decision Reference DRN-4686780
25 Jun 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4686780 The complaint Mr A is unhappy that Bank of Scotland plc trading as Halifax decided not to refund him after he was the victim of an authorised push payment scam. What happened Mr A attempted to purchase a vehicle online. He contacted the seller and the purchase was agreed, havin... (3 pages)View decision -
Decision Reference DRN1891115
24 Jul 2013 Bank of Scotland Plc Not upheldBanking and creditMiss J and Mr K complain that Bank of Scotland plc (t/a Birmingham Midshires – ‘BM’) is trying to pursue them for mortgage arrears at a time when it had no security over their property.our initial conclusionsOur adjudicator didn’t recommend the complaint should succeed. He conclud... (2 pages)View decision -
Decision Reference DRN-3862908
26 Jan 2023 Borderway Finance Limited UpheldConsumer CreditDRN-3862908 The complaint Mrs S complains about a used car she acquired through a hire purchase agreement with Borderway Finance Limited. Very shortly after acquiring the car Mrs S reported a problem with the dynamic anti roll bar, requiring its replacement. Mrs S is unhappy that this will... (5 pages)View decision -
Decision Reference DRN2611002
19 Sep 2013 Automobile Association Personal Finance Limited UpheldBanking and creditMiss F complains about Automobile Association Personal Finance Limited. She says that although she had paid a settlement figure she had been given for a loan, she was later told that she still owed money because the figure had been wrong. She would like debt collection action to end, to ... (3 pages)View decision -
Decision Reference DRN9428046
12 Feb 2016 Big Cars Ltd Not upheldBanking and creditMr J complains that he was mis-sold four fixed-sum loan agreements brokered by BIG Cars Ltd (Big Cars). Big Cars has been represented by a solicitor. However, for simplicity, I refer to all submissions as though made by Big Cars. backgroundMr J took out a fixed-sum loa... (3 pages)View decision -
Decision Reference DRN-5866185
28 Oct 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5866185 The complaint Mr B complains about the way Advantage Insurance Company Limited (“Advantage”) settled his motor insurance claim. What happened Mr B made a claim on his commercial van insurance policy with Advantage in January 2024. Advantage settled the claim, but he says th... (3 pages)View decision
