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 4196 results
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Decision Reference DRN6436319
4 Jan 2017 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr B has complained that Advantage Insurance Complaint Limited (“Advantage”) hasn’t properly dealt with a claim he made on his car insurance.backgroundMr B was involved in an accident in April 2016. Mr B’s car was in a queue of traffic that was hit by a truck – th... (2 pages)View decision -
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 DRN-5245315
30 Jan 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5245315 The complaint Mr M complains about how his insurer, Advantage Insurance Limited (Advantage) valued his vehicle as a total loss following an accident. Any reference to Advantage in this decision includes their agents. What happened In May 2024 Mr M’s vehicle was involved in... (4 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 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 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 DRN-2015819
6 Sep 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2015819The complaintMr C’s son (R) brings a complaint on behalf of his father against HSBC Bank PLC (HSBC). It relates to him providing an Enduring Power of Attorney (EPA) to HSBC in respect of his father, and having done so HSBC freezing his father’s account, resulting in 2 direct deb... (3 pages)View decision -
Decision Reference DRN-4439926
18 Dec 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4439926 The complaint Mr H complains that NewDay Ltd (NewDay) has been unhelpful to him when he has been trying to use and activate his credit card. What happened Mr H has a NewDay credit card account which he opened in January 2021. He never activated or used the card. In March 2023 N... (2 pages)View decision -
Decision Reference DRN4233347
9 Apr 2019 Barclays Bank UK PLC Not upheldBanking and creditMs N complains that Barclays Bank UK PLC (“Barclays”) failed to tell her about the need to register her mobile phone handset for the mobile phone insurance policy included on her Tech pack. Ms N says that this has led to her having a claim declined and this is unfa... (3 pages)View decision -
Decision Reference DRN6468562
18 Jul 2016 Bank of Scotland Plc Not upheldBanking and creditMr A complains that Bank of Scotland plc registered an adverse mark with CIFAS in 2012 which he says it shouldn’t have done. Mr A wants it removed. He says it prevents him from having normal banking relationships and he wants compensation from Bank of Scotland. He... (2 pages)View decision
