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 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 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 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 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 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-4769050
22 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4769050 The complaint Mr P complains that National Westminster Bank Plc closed his bank account without providing him with an explanation. Mr P is also unhappy that NatWest declined his application for a savings account and the service NatWest provided. Mr P says he has lost his job as... (4 pages)View decision -
Decision Reference DRN-3946920
14 Feb 2023 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-3946920 The complaint Mr B complains that The National Farmers’ Union Mutual Insurance Society Limited mishandled his claim on an agricultural vehicle insurance policy. Where I refer to NFUM, I refer to the above-named insurance company and I include employees and others insofar as I h... (5 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
