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 4777 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 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 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 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 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 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 -
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-5750866
1 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5750866 The complaint and background Ms A, via her representatives, complains about the actions of Santander UK Plc (“Santander”) when it restricted access to her account and required branch visits before allowing withdrawals. The details of this complaint are well known to both par... (3 pages)View decision