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 4179 results
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Decision Reference DRN3262263
21 Mar 2014 Barclays Bank Plc UpheldBanking and creditMr M complains that Barclays Bank plc has closed his account without notice, will not return funds to him and has registered his details with a fraud alert scheme.background Mr M says that he registered his details with a job search website. He was contacted by someone offering him emplo... (2 pages)View decision -
Decision Reference DRN2856185
12 Mar 2015 Arrow Global Limited Not upheldBanking and creditMr F complains that Arrow Global Limited is maintaining a default on his credit file in respect of an account it bought. In summary, he says that the originator of the account (‘Bank A’) registered the default in error as it sent him the default notice in November 2011, after it regis... (2 pages)View decision -
Decision Reference DRN7814246
27 Mar 2014 National Westminster Bank Plc UpheldBanking and creditMs B and Mr C complain that National Westminster Bank Plc (“NatWest”) failed to take due care of the title deeds of their property, which resulted in difficulties selling the property and additional costs for them. Ms B also complains that NatWest froze her current account without warn... (4 pages)View decision -
Decision Reference DRN6279890
21 Jan 2015 The National Farmers' Union Mutual Insurance Society Limited UpheldInsurance (excluding PPI)Mr N complains that The National Farmers’ Union Mutual Insurance Society Limited (NFU) says it will only repair rather than write off his accident-damaged trailer insured under a motor policy. He wants the trailer declared a total loss.backgroundMr N was involved in an accident, in which... (2 pages)View decision -
Decision Reference DRN4722511
7 Aug 2020 Hyundai Capital UK Limited Not upheldBanking and creditMr B complains that Hyundai Capital UK Limited acted unfairly when it wouldn’t agree to his insurance company replacing the vehicle he had under a personal contract plan (“PCP”) when it was written off following an accident. As a result, he says, he has suffered financial loss.background I... (4 pages)View decision -
Decision Reference DRN-2818803
14 May 2021 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-2818803 The complaint Mrs C complains that penalty charge notices issued on the car she hires under a hire agreement with Mercedes-Benz Financial Services UK Limited (MBFS) were paid by MBFS without her being notified or given the opportunity to appeal. These were then charged to her a... (2 pages)View decision -
Decision Reference DRN-5187914
17 Dec 2024 Guavapay Limited UpheldBanking and PaymentsDRN-5187914 The complaint Mr B is unhappy Guavapay Limited didn’t credit his account with the bonus he should have received when signing up to their money transfer app or with the service they provided. What happened In May 2024 Mr B signed up for Guavapay’s money transfer app through ... (2 pages)View decision -
Decision Reference DRN-2902484
29 Oct 2021 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-2902484 The complaint K a limited company, complains that Clydesdale Bank Plc unfairly declined its application for a Bounce Back Loan. In bringing this complaint, K is represented by its director, who I refer to as Mr B. What happened In January 2021, K opened a business account with... (3 pages)View decision -
Decision Reference DRN4766600
14 Aug 2014 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mrs V complains about the way AXA Insurance UK Plc handled a claim made under her motor insurance policy. After making a claim she was told that her vehicle had been previously written off and that she shouldn’t drive it. AXA said that it would pay Mrs V the market value of her car. AXA... (2 pages)View decision -
Decision Reference DRN7256474
26 Jun 2015 The Royal Bank of Scotland Plc UpheldPayment protection insurance (PPI)Ms W complains that the Royal Bank of Scotland Plc (‘RBS’) mis-sold payment protection insurance to her in 2006. backgroundOur adjudicator thought the complaint should be upheld because RBS did not make it clear to Ms W that PPI was optional. RBS disagreed with that ... (2 pages)View decision
