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 375868 results
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Decision Reference DRN9746886
18 Jan 2016 National Westminster Bank Plc Not upheldBanking and creditMr T complains that National Westminster Bank Plc (“NatWest”) mislaid his loan application and charged him a higher interest rate when he re-applied.backgroundOn 13 February 2015, Mr T applied for a £7,000 loan online and was offered an interest rate of 11.7%. However, ... (2 pages)View decision -
Decision Reference DRN1625099
18 Jan 2016 HSBC Bank plc Not upheldInvestment and pensionsMs A complains that HSBC Bank Plc had unfair and unreasonable security questions when she asked for a valuation of her individual savings account (ISA). She also says she was not made aware there had been changes to the security procedures. backgroundOur adjudicato... (2 pages)View decision -
Decision Reference DRN6523599
18 Jan 2016 GMAC UK Plc UpheldBanking and creditMr A complains that a guarantee he bought with finance from GMAC UK Plc is worthless because the provider is no longer trading. He would like the cost of the guarantee to be deducted from the loan.backgroundIn January 2015, Mr A bought a car with a loan from GMAC.... (2 pages)View decision -
Decision Reference DRN7326794
18 Jan 2016 National Westminster Bank Plc Not upheldBanking and creditMr Y complains that because National Westminster Bank Plc (NatWest) didn’t allow him to make a payment to a third party in time, he lost out on buying a vehicle for the original price – the vehicle having gone up in price in that time. He wants NatWest to pay him th... (2 pages)View decision -
Decision Reference DRN3313331
18 Jan 2016 HSBC Bank plc Not upheldInvestment and pensionsMr P and Mrs D complain that two mortgage protection plans were mis-sold to them by HSBC Bank plc. They are being helped with their complaint by a representative.backgroundMr P and Mrs D arranged loans from HSBC in 2001 and 2003. They took out HSBC mortgage protecti... (2 pages)View decision -
Decision Reference DRN2421531
18 Jan 2016 Activtrades Plc Not upheldInvestment and pensionsComplaintMr D complains that Activtrades Plc cancelled some of his trades despite the fact that he had made a profit. He is also unhappy that cancelling or altering some of his trades caused a fault in his automated trading system. backgroundMr D put funds into hi... (2 pages)View decision -
Decision Reference DRN1564817
18 Jan 2016 National Westminster Bank Plc Not upheldBanking and creditMr B held a packaged bank account with National Westminster Bank Plc (“NatWest”). Theaccount came with a number of benefits including travel insurance. Mr B complained thatNatWest didn’t tell him that an important term in his travel insurance policy had changed andno... (4 pages)View decision -
Decision Reference DRN1013905
18 Jan 2016 Advantage Insurance Company Limited UpheldInsurance (excluding PPI)Miss L complains about how Advantage Insurance Company Limited settled her claim made under her motor insurance policy. She wants the settlement to be paid directly to her so she can buy a new car. Miss L is represented by her mother, Mrs S. backgroundMiss L had an ... (2 pages)View decision -
Decision Reference DRN2560902
18 Jan 2016 Vanquis Bank Limited UpheldBanking and creditMr C complains that Vanquis Bank Limited didn’t treat him fairly when it blocked his card.backgroundWhen Vanquis blocked Mr C’s credit card as part of a routine security check, he wasn’t at home and didn’t have access to the required proof. Mr C wanted Vanquis to remove... (2 pages)View decision -
Decision Reference DRN3889175
18 Jan 2016 Key Financial Services UpheldInvestment and pensionsMr G (as the executor of the estate of the late Mr G), through his representative, complains that investment advice from Key Financial Services (KFS) was unsuitable for the late Mr G. He also says KFS’s complaint handling has been poor.backgoundKFS advised the late ... (4 pages)View decision
