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 369227 results
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Decision Reference DRN-5124801
12 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5124801 The complaint Mr H complains that Lloyds Bank PLC defaulted his overdraft account without his knowledge. He says that Lloyds failed to recognise that he was vulnerable and it should have done more to communicate with him about the account prior to it defaulting. What happen... (4 pages)View decision -
Decision Reference DRN-5120200
12 Dec 2024 Marshmallow Insurance Limited Not upheldInsuranceDRN-5120200 The complaint Miss K complains that Marshmallow Insurance Limited didn’t correctly recalculate her premiums for her motor insurance policy after an open claim was settled as non-fault. What happened Miss K had an open claim on her record with her previous insurer as the oth... (2 pages)View decision -
Decision Reference DRN-5149521
12 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5149521 The complaint Mr and Mrs P complain about the service received from Barclays Bank UK PLC (“Barclays”) when they issued a cheque from their joint account for £25,000 signed by Mrs P and the cheque was stopped and returned unpaid. In particular, they are unhappy with Barclays ... (4 pages)View decision -
Decision Reference DRN-4806216
12 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4806216 The complaint Mr Z complains Nationwide Building Society unfairly blocked and then closed his accounts. What happened Mr Z held multiple accounts with Nationwide – in his sole name he held a credit card account, current account and savings account. In late 2023 Nationwide b... (3 pages)View decision -
Decision Reference DRN-5173159
12 Dec 2024 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5173159 The complaint Mr D complains that Admiral Financial Services Limited (Admiral) lent irresponsibly when it approved two loan applications he made. What happened Mr D applied for a loan of £4,000 in July 2021. In his application, Mr D said he was employed with an income of £4... (3 pages)View decision -
Decision Reference DRN-5172764
12 Dec 2024 RCI Financial Services Limited Not upheldConsumer CreditDRN-5172764 The complaint Mr M complains about the quality of a car he has been financing through an agreement with RCI Financial Services Limited, trading as Nissan Financial Services (‘NSF’). What happened Mr M took receipt of a brand-new car in October 2022. He financed the deal thro... (2 pages)View decision -
Decision Reference DRN-5160593
12 Dec 2024 First Data Europe Limited Not upheldBanking and PaymentsDRN-5160593 The complaint A limited company, which I’ll refer to as L, complains that it was mis-sold a merchant services contract by First Data Europe Limited trading as Clover (“Clover”), because L wasn’t told of all the different charges that would apply. What happened L signed up fo... (2 pages)View decision -
Decision Reference DRN-5197682
12 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5197682 The complaint Mrs M complains HSBC UK Bank Plc trading as first direct (FD) declined her application for a current account unfairly and didn’t give her a sufficient explanation for why it had done so. What happened Mrs M applied for a new current account with FD in October 2... (2 pages)View decision -
Decision Reference DRN-5197228
12 Dec 2024 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5197228 The complaint Miss B complains through a representative that Oodle Financial Services Limited trading as Oodle Car Finance (“Oodle”) gave her a hire purchase agreement without carrying out adequate affordability checks. What happened In November 2019, Oodle provided Miss B ... (3 pages)View decision -
Decision Reference DRN-5175761
12 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5175761 The complaint Mr P complains that Santander UK Plc (“Santander”) mislead its customers about who would qualify for its switcher incentive. In particular, Mr P says Santander didn’t make it clear the offer was not open to customers upgrading their account. What happened Mr P ... (3 pages)View decision
