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 DRN-5031574
9 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5031574 The complaint Mr B has complained about the way Santander UK Plc handled fraud. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. Fraudsters stole Mr B’s identity, set up a mail redirect, opened a Santander account in his name, and ... (3 pages)View decision -
Decision Reference DRN-4476925
22 Feb 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4476925 The complaint Mr C complains that when he redeemed his mortgage with Bank of Scotland plc trading as Halifax it failed to return to him the title deeds to his property. Mr C said he’d complained about this since, but Halifax just wasn’t looking for the documents it had lost. Wh... (3 pages)View decision -
Decision Reference DRN3088657
21 Mar 2014 HSBC Bank plc UpheldBanking and creditMr N complains that HSBC Bank plc should remove a default from his credit file and pay him compensation.background Around the time their marriage broke down, Mr N and his wife had an overdrawn joint account with HSBC. Mr N says that - without warning - HSBC registered a default which ... (3 pages)View decision -
Decision Reference DRN-4654016
29 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4654016 The complaint Mr M has complained that Bank of Scotland plc (trading as Halifax) registered a marker against him at CIFAS, the national fraud database. What happened In 2019, Mr M received £4,750 in bank transfers, which he then quickly withdrew in cash or transferred to an acc... (3 pages)View decision -
Decision Reference DRN1856007
23 Jan 2019 Bank of Scotland Plc Not upheldBanking and creditMr S complains that Bank of Scotland Plc (“BoS”) is acting unfairly and unreasonably when setting conditions on its release of the deeds of his property. He wants matters put right.backgroundMr S had an interest only mortgage with BoS, which ended in October 2017 wi... (2 pages)View decision -
Decision Reference DRN3632122
9 May 2013 Barclays Bank Plc Not upheldBanking and creditsummary of complaintMs D complains that Barclays made mistakes in administering her loan.She complains that it registered inaccurate information about late loan repayments on her credit file. She says that as a result she has had to pay more for her finance than she should have. She wa... (3 pages)View decision -
Decision Reference DRN-4003915
10 Mar 2023 Haven Insurance Company Limited UpheldInsuranceDRN-4003915 The complaint Mr S complains that Haven Insurance Company Limited declined to pay his claim on his motor insurance policy after his car was stolen. He wants Haven to pay for the loss of his car. What happened Mr S took out a motor insurance policy with Haven through an online c... (2 pages)View decision -
Decision Reference DRN-3732733
4 Oct 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3732733 The complaint Mr H and Mrs H have complained that Admiral Insurance (Gibraltar) Limited (‘Admiral’) have unfairly declined a claim for theft under their home insurance policy. I will normally only refer to Mr H, as he dealt with the claim and complaint. What happened Mr H adver... (4 pages)View decision -
Decision Reference DRN-3341656
22 Jul 2022 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-3341656 The complaint Mr P complains that a car he took on finance from Volkswagen Financial Services (UK) Limited (VWFS) was misrepresented to him. Specifically, he says that he was not told that the Infotainment Pack that came with the car was a subscription service; after three year... (2 pages)View decision -
Decision Reference DRN-2924502
23 Sep 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2924502 The complaint Ms M complains that Monzo Bank Ltd won’t refund money she lost, which she believes was as the result of a scam. What happened Based on the submissions of both parties, I understand the background to be as follows. Ms M was looking to get some negative links remove... (4 pages)View decision
