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 370149 results
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Decision Reference DRN-4748742
31 Jul 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4748742 The complaint Mr and Mrs L complain that they were mis-sold their packaged bank account with Lloyds Bank Plc (Lloyds). What happened In 2023 Mr and Mrs L complained to Lloyds that they were mis-sold their packaged bank account (PBA). Specifically, they said they went into b... (3 pages)View decision -
Decision Reference DRN-4908091
31 Jul 2024 National Westminster Bank Plc UpheldMortgagesDRN-4908091 The complaint Ms F has complained about the way payments made to her mortgage account with National Westminster Bank Plc (NatWest) have been applied. To settle the complaint, Ms F wants NatWest to be held accountable for its actions and lack of support. She would also like ... (3 pages)View decision -
Decision Reference DRN-4939414
31 Jul 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4939414 The complaint Mrs K complains about the service she received from Accredited Insurance (Europe) Ltd after making a claim under her home insurance. Where I’ve referred to Accredited, this also includes any actions and communication by agents acting on their behalf. What hap... (5 pages)View decision -
Decision Reference DRN-4939398
31 Jul 2024 Premier Insurance Company Limited Not upheldInsuranceDRN-4939398 The complaint Mr W complains that Premier Insurance Company Limited (Premier) unfairly avoided his motor insurance policy (treated it like it never existed) and refused to pay his claim. What happened Mr W took out a motor insurance policy with Premier through an intermedia... (3 pages)View decision -
Decision Reference DRN-4737924
31 Jul 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4737924 The complaint On behalf of the estate of Mrs P the executors complain about the service they received from HSBC UK Bank Plc (“HSBC”) when administering Mrs P’s accounts with it. In particular they are unhappy with how long it took for their instructions to be carried out and... (3 pages)View decision -
Decision Reference DRN-4939289
31 Jul 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4939289 The complaint Mrs A and Mr R complain that Royal & Sun Alliance Insurance Limited (RSA) declined a claim made under their home insurance policy. What happened In February 2024 Mrs A and Mr R contacted RSA to make a claim for potential subsidence after they noticed the g... (3 pages)View decision -
Decision Reference DRN-4894452
31 Jul 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4894452 The complaint Mr K has complained that Barclays Bank UK PLC (“Barclays”) failed to provide effective fraud prevention measures which led to him losing money in an investment scam. What happened The background of this complaint is already known to both parties, so I won’t rep... (3 pages)View decision -
Decision Reference DRN-4839083
31 Jul 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4839083 Complaint Miss H complains that Moneybarn No.1 Ltd (“Moneybarn”) unfairly entered into a conditional- sale agreement with her. She’s said the agreement was unaffordable for her. Background In November 2018, Moneybarn provided Miss H with finance for a used car. The cash pri... (3 pages)View decision -
Decision Reference DRN-4688800
30 Jul 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4688800 The complaint Miss W complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) didn’t process several applications she made for credit relating to the purchase of a mobile phone. She also complains about the customer service she receive... (3 pages)View decision -
Decision Reference DRN-4839707
30 Jul 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4839707 The complaint Mr C and Mr C complained that Admiral Insurance (Gibraltar) Limited avoided Mr C’s motor insurance policy. What happened Mr C and Mr C are father and son. Mr C the son is the policyholder, but his father Mr C has brought the complaint on his son’s behalf. For c... (5 pages)View decision
