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 4282 results
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Decision Reference DRN1469997
2 Jan 2019 Nationwide Building Society Not upheldBanking and creditMr A’s unhappy Nationwide Building Society reduced the overdraft limit on his current account, applied a default to his credit file and with the way its dealt with him. backgroundNationwide wrote to Mr A in January 2018 saying it would be reducing his overdraft lim... (2 pages)View decision -
Decision Reference DRN9734040
9 Dec 2016 Clydesdale Financial Services Limited Not upheldBanking and creditMr F complains that Clydesdale Financial Services Limited (trading as Barclays Partner Finance) has unfairly recorded adverse payment information on his credit file.backgroundSome years ago, Mr F entered into a finance agreement with Barclays Partner Finance (BPF) to fun... (2 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 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 DRN-2900243
29 Jun 2021 Starling Bank Limited UpheldBanking and PaymentsDRN-2900243 The complaint Mr G complains that Starling Bank Limited treated him unfairly when he applied for an account with it. What happened I issued my provisional decision on this complaint on 9 June 2021. I’ve set this out below. These were my provisional conclusions, subject to any ... (3 pages)View decision -
Decision Reference DRN9620308
27 Sep 2013 Grove & Dean Ltd Not upheldInsurance (excluding PPI)Miss P complains that Grove & Dean Ltd did not identify the correct model for her car when arranging her motor insurance policy. She also complains that Grove & Dean has not paid her an appropriate refund after the policy was cancelled and that it did not cancel the policy when... (2 pages)View decision -
Decision Reference DRN9277977
13 Jan 2015 MBNA Limited Not upheldBanking and creditMr G complains that MBNA Limited failed to provide a reasonable standard of communication with him about his payment arrangements and did not send him statements, resulting in an unnecessary default being registered in respect of his credit card debt.backgroundMr G had entered into a ... (2 pages)View decision -
Decision Reference DRN1978733
21 Apr 2017 Cheltenham & Gloucester plc Not upheldBanking and creditMr and Mrs S have complained that Cheltenham & Gloucester Plc (C&G) lost the title deeds to their property. They are asking C&G to find the deeds and compensate them for the trouble and upset they’ve been caused. backgroundOur investigator noted C&G h... (2 pages)View decision -
Decision Reference DRN-4502393
21 Dec 2023 Ageas Insurance Limited UpheldInsuranceDRN-4502393 The complaint Mr B has complained that Ageas Insurance Limited held an open claim under his van insurance policy which caused his premium to be higher at renewal. After bringing his complaint to this service, Ageas closed the claim as a ‘fault’ claim which Mr B was unhappy abou... (4 pages)View decision -
Decision Reference DRN6323022
19 Nov 2014 Bank of Scotland Plc Not upheldBanking and creditMr W complains about the way Bank of Scotland plc (trading as Halifax) dealt with his account balance when he switched banks, including asking him to pay a debt he had already addressed and registering adverse credit information.background Mr W held a current account with Halifax. He dec... (2 pages)View decision
