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 DRN3504139
15 Jul 2015 Lloyds Bank PLC Not upheldBanking and creditMrs S complains that Lloyds Bank plc unfairly closed her account and made a registration with a fraud prevention database, following a fraudulent payment being received into her account.backgroundMrs S had a current account with Lloyds. An international electronic transfer... (3 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 -
Decision Reference DRN8242715
27 Jan 2015 RCI Financial Services Limited UpheldBanking and creditMrs Q complains that RCI Financial Services Limited (trading as RCI Financial Services) (“RCI”) delayed in giving her the correct information about her account and in updating her car detailsour initial conclusionsThe adjudicator concluded that RCI should pay Mrs Q £100 compensat... (2 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 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 DRN0526115
9 Oct 2014 Black Horse Limited Not upheldBanking and creditMr B complains that Black Horse Limited recorded incorrect information on his credit file, and has said he is in arrears when this is not the case.backgroundMr B entered into a hire purchase agreement with Black Horse in July 2008 for the purchase of a car. He originally chose one vehic... (2 pages)View decision -
Decision Reference DRN-3111391
17 Dec 2021 Barclays Bank UK PLC Not upheldConsumer CreditDRN-3111391 The complaint Mr R is unhappy that Barclays Bank UK PLC (Barclays) have held him responsible for a loan taken out in his name, as well as some additional payments made from his account. Mr R says he didn’t take out the loan or make the subsequent transactions. What happened In ... (5 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 DRN-4965578
29 Oct 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4965578 The complaint Mr D complains about how AXA Insurance UK Plc (AXA) has handled a claim on his motor insurance policy. Mr D’s complaint has been brought by a representative. Any references to Mr D include the comments of his representative. Reference to AXA includes its agents... (4 pages)View decision
