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 4361 results
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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-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 DRN7218463
27 Mar 2019 Alliance Trust Savings Limited Not upheldInvestment and pensionsMr B says Alliance Trust Savings Limited (“ATS”) unnecessarily delayed transferring his Self-Invested Personal Pension (SIPP). backgroundA brief summary of the circumstances leading to this complaint, and my initial conclusions, were set out in my provisional decision, a... (5 pages)View decision -
Decision Reference DRN-4680312
7 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4680312 The complaint Mr C complains Barclays Bank UK PLC told him it would remove a CIFAS marker it had recorded against him but then said it had misinformed him. He feels the bank has treated him unfairly. What happened I set out a summary of what happened below: Mr C has a CIFAS ... (2 pages)View decision -
Decision Reference DRN5190261
30 Jan 2015 Wayside Group Limited Not upheldInsurance (excluding PPI)Mr L has complained about the sale by Wayside Group Limited (“Wayside”) of a Guaranteed Asset Protection (GAP) insurance policy, saying the salesman failed to inform him that the policy did not cover the car’s full invoice price.backgroundMr L purchased a new car from Wayside and also pa... (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-2923216
16 Jul 2021 Oodle Financial Services Limited UpheldConsumer CreditDRN-2923216 The complaint Miss W complains that the car she acquired through a hire purchase agreement with Oodle Financial Services Limited trading as Oodle Car Finance wasn’t of satisfactory quality. She wants to reject the car. What happened Miss W entered into a hire purchase agreement... (4 pages)View decision -
Decision Reference DRN-5217633
2 Jan 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5217633 The complaint Mr M complains that The Prudential Assurance Company Limited has failed to treat him fairly when it delayed the payment of some pension benefits due to him. What happened Mr M is terminally ill. So in this complaint he has been represented by a family member wh... (4 pages)View decision -
Decision Reference DRN1029633
24 Feb 2016 National Westminster Bank Plc Not upheldBanking and creditMrs A has complained that National Westminster Bank Plc (NatWest) mis-sold a Select Silver packaged account to her in 2011. Mrs A paid a monthly fee for the account which offered several benefits in return.Mrs A has brought this complaint with the help of a Claims M... (2 pages)View decision
