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 246785 results
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Decision Reference DRN-5056500
7 Oct 2024 TSB Bank plc Not upheldMortgagesDRN-5056500 The complaint Mr A complained both about what happened when he applied to TSB Bank plc for a new fixed interest rate on his mortgage with it, and also about what happened when he then asked TSB to cancel this rate before it was applied. What happened Mr A said that his exist... (5 pages)View decision -
Decision Reference DRN-5019194
7 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5019194 The complaint Mr F complains that he had to make 19 calls to Santander UK Plc to add his mobile number to his online account. He wants the multiple service issues acknowledged and an appropriate amount of compensation for the distress, inconvenience and upset he was caused. ... (2 pages)View decision -
Decision Reference DRN-5064826
7 Oct 2024 Nelson Insurance Company Ltd UpheldInsuranceDRN-5064826 The complaint Mr M has complained about the way Nelson Insurance Company Ltd has handled his claim under his Private Hire Insurance policy. Any reference to Nelson includes its agents. What happened Mr M’s car, which he used as a taxi, was stolen at the end of June 2023. H... (6 pages)View decision -
Decision Reference DRN-5031001
7 Oct 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5031001 The complaint Mr B complains that Bank of Scotland plc trading as Halifax caused a data breach when his partner was allowed access to his personal accounts on-line. What happened Mr B held several sole accounts with Halifax. In 2024 he opened a joint account with his partne... (2 pages)View decision -
Decision Reference DRN-5017902
7 Oct 2024 Tradex Insurance Company PLC UpheldInsuranceDRN-5017902 The complaint Mr T has complained that Tradex Insurance Company PLC caused delay in arranging repairs for his van when he made a claim under his commercial vehicle insurance policy. All reference to the insurer Tradex in my decision includes the administrator of the claim on... (3 pages)View decision -
Decision Reference DRN-5052215
7 Oct 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5052215 The complaint Mr I is unhappy with several aspects of the service that he’s received from National Westminster Bank Plc (“NatWest”), including service he received while in branch. What happened Mr I went into a NatWest branch and asked for help as his debit card had stopped ... (2 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 DRN-4951758
7 Oct 2024 First Central Underwriting Limited Not upheldInsuranceDRN-4951758 The complaint Mr M complains about the poor service he got from First Central Underwriting Limited in relation to a change to his motor insurance policy. What happened Mr M says he called First Central early in March 2022 to inform it about a new endorsement and three penal... (2 pages)View decision -
Decision Reference DRN-5064551
7 Oct 2024 Accord Mortgages Limited UpheldMortgagesDRN-5064551 The complaint Ms N complains that when she asked Accord Mortgages Limited to send her full details of all the personal information it held for her, on a recently redeemed mortgage, Accord sent all that information to the wrong address. What happened Ms N told our service tha... (3 pages)View decision -
Decision Reference DRN-5053204
7 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5053204 The complaint Mr R and Mrs R complain HSBC UK Bank plc (HSBC) failed to reinvest their joint fixed rate savings account. What happened Mr R says he received a letter from HSBC advising his joint fixed rate saver was due to mature on 7 March 2024. Mr R says he telephoned HSBC... (3 pages)View decision
