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 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 DRN1320234
13 Aug 2015 Bank of Scotland Plc Not upheldBanking and creditMr P complains that Bank of Scotland PLC (trading as Halifax) invited him to participate in a savers prize draw but then told him, after he’d registered, that he couldn’t take part. He wants the bank to reimburse the cost of his calls and give him compensation for ... (2 pages)View decision -
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 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 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 DRN4832200
16 Feb 2015 Capital Home Loans Limited Not upheldBanking and creditMr and Mrs K complain – through their solicitors - that Capital Home Loans Limited (‘CHL’) (1) wrongly appointed Law of Property Act (‘LPA’) receivers over their property and (2) applied unfair charges under that appointment.backgroundIn August 2007 Mr and Mrs K took out an interest... (3 pages)View decision -
Decision Reference DRN7275253
2 Mar 2017 Standard Life Assurance Limited Not upheldInvestment and pensionsMr W complains about difficulties he had when he tried to register online to view and manage his pension plan. Standard Life Assurance Limited (Standard Life) has paid him compensation of £40. Mr W thinks that should be increased. backgroundMr W wrote to Standard L... (3 pages)View decision -
Decision Reference DRN-5877686
15 Dec 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5877686 The complaint Miss D is unhappy with Clydesdale Bank Plc trading as Virgin Money. Miss D opened a Virgin Money ISA but found this highly stressful because she couldn’t find Virgin Money’s details on the Financial Services Compensation Scheme (FSCS) register. Miss D said whe... (4 pages)View decision -
Decision Reference DRN3015943
12 May 2016 Tesco Personal Finance PLC Not upheldBanking and creditMr R complains that Tesco Personal Finance PLC unfairly registered information about him on fraud prevention databases.backgroundMr R opened a credit card account with Tesco. A couple of weeks later, Tesco asked Mr R to provide verification of identity, which he did b... (2 pages)View decision -
Decision Reference DRN-3478652
4 Jul 2022 FCA Automotive Services UK Ltd Not upheldConsumer CreditDRN-3478652 The complaint Mr R says that FCA Automotive Services UK Ltd (“FCA”) are relying on the wrong version of a finance agreement he has with them for a car. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll fo... (2 pages)View decision