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 4569 results
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Decision Reference DRN-3027605
30 Sep 2021 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3027605 The complaint Mr A is unhappy that Bank of Scotland (trading as Halifax) hasn’t refunded him after he fell victim to a scam. He bought a car which turned out to be stolen. The bank has said this is a civil dispute, rather than a scam. What happened Mr A went to view a car he w... (3 pages)View decision -
Decision Reference DRN-2582024
22 Mar 2021 Santander UK Plc Not upheldMortgagesDRN-2582024 The complaint Mr and Mrs D have complained about a mortgage they held with Santander UK Plc. Their complaint can be broken down into four broad areas: Their title deeds. The lack of correspondence when they repaid the mortgage. The delay in receiving back the overpayment the... (4 pages)View decision -
Decision Reference DRN2900908
18 Jan 2016 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Ms M complains that Ageas Insurance Limited should pay her claim on a motor insurance policy.backgroundMs M reported to her insurer that - six months previously - her vehicle had broken down shortly after she refuelled it. She complained that her insurer wouldn’t ... (2 pages)View decision -
Decision Reference DRN8064813
9 Jan 2018 Lloyds Bank PLC Not upheldBanking and creditMr A says Lloyds Bank PLC (“Lloyds”) mis-sold him a Gold packaged bank account. He’s used a Claims Management Company (“CMC”) to make his complaint.backgroundWhen it looked at Mr A’s complaint, Lloyds agreed it had mis-sold the Gold account and offered a refund of th... (1 page)View decision -
Decision Reference DRN0312872
2 Jun 2016 HSBC Bank plc Not upheldBanking and creditMr A complains that HSBC Bank Plc unfairly registered information about him on a fraud prevention database, because of incorrect credit reference information held against his name.backgroundMr A applied for an account with HSBC, but the application was turned down and HS... (2 pages)View decision -
Decision Reference DRN-1595302
17 Sep 2020 J D Williams & Company Limited UpheldConsumer CreditDRN-1595302The complaintMr W has complained J D Williams & Company Limited continues to put linked addresses on his credit record which are not his. What happenedIn 2019 Mr W noticed an address had been added to his credit record as linked to him. He’d had this problem before when a nu... (3 pages)View decision -
Decision Reference DRN6072999
18 Mar 2015 Zurich Insurance PLC UpheldInsurance (excluding PPI)Miss T complains that Zurich Insurance plc wrongly cancelled her motor insurance policy without telling her. She should receive a refund of the whole of her annual premium, she says.backgroundA broker acted as intermediary between Miss T and Zurich. She purchased an... (3 pages)View decision -
Decision Reference DRN-4498923
8 Jan 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4498923 The complaint Mrs M has complained that Lloyds Bank PLC won’t refund transactions she says she didn’t make or otherwise authorise. What happened During a day in spring 2023, over £5,000 worth of bank transfers were made from Mrs M’s Lloyds current account to another account, us... (3 pages)View decision -
Decision Reference DRN-4921798
13 Aug 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4921798 The complaint Ms S is unhappy that Lloyds Bank PLC activated personal offers on her bank account without her permission and that Lloyds sent her messages via her online banking inbox when she’s requested that all correspondence be sent to her by post. What happened Ms S rais... (3 pages)View decision -
Decision Reference DRN7970889
1 Jul 2019 Nationwide Building Society Not upheldBanking and creditMs L is unhappy that Nationwide Building Society (Nationwide) didn’t tell her that they use an intermediary to make payments to a country located in a single euro payments area (SEPA). backgroundMs L contacted Nationwide using an online messaging service from May- July 2... (3 pages)View decision
