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 381196 results
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Decision Reference DRN8731750
10 Mar 2016 National Westminster Bank Plc Not upheldBanking and creditMs B complains that National Westminster Bank Plc failed to apply a payment to her ISA and then made a mistake by transferring money between her accounts. background Ms B sent a payment of £6,000 from an account held with another bank, for credit to her NatWest ISA. S... (2 pages)View decision -
Decision Reference DRN3361779
10 Mar 2016 HSBC Bank plc Not upheldBanking and creditMrs E complains that HSBC Bank Plc will not refund money that was stolen from her in the branch.background Mrs E made a sizeable cash withdrawal at her HSBC branch. She says she set a number of items, including the envelopes with the cash in them, on a table in a ... (2 pages)View decision -
Decision Reference DRN4999207
10 Mar 2016 Advanced Payment Solutions Limited UpheldBanking and creditMr A complains that Advanced Payment Solutions Limited (trading as Cashplus) recorded defaults on his credit file without telling him, and later told him it would remove the default records if he paid the debts, but did not do so.background Mr A owed money on an overdr... (2 pages)View decision -
Decision Reference DRN3499240
10 Mar 2016 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs M have complained that Lloyds Bank Plc mis-sold Select and Silver packaged bank accounts to them. They paid a monthly fee for the accounts which offered several benefits in return.backgroundI attach my provisional decision of 16 February 2016, which forms p... (5 pages)View decision -
Decision Reference DRN6280106
10 Mar 2016 Barclays Bank Plc Not upheldBanking and creditMs B complains that Barclays Bank Plc acted incorrectly in its sale and handling of her mortgage. Amongst other things, she says Barclays offered her a mortgage which was unsuitable for her needs and relied on incorrect information from her broker.backgroundIn 2005/... (2 pages)View decision -
Decision Reference DRN8242467
10 Mar 2016 Madison CF UK Limited Not upheldBanking and creditMrs O has complained about the annual percentage rate (APR) on her loan with Madison CF UK Limited (trading as 118 118 Money) (“118”).backgroundMrs O said 118 told her the APR on her loan would be 9.99%, but when she received the annual statement she saw it was actua... (2 pages)View decision -
Decision Reference DRN7305726
10 Mar 2016 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr W is unhappy that he was charged for a central heating breakdown policy by Inter Partner Assistance SA (“IPA”) when he says it would have known it couldn’t provide the cover promised. backgroundMr W reported a problem with his boiler in 2015. IPA attended but said ... (2 pages)View decision -
Decision Reference DRN4543323
10 Mar 2016 Pinnacle Financial Contracts Ltd UpheldPayment protection insurance (PPI)Mr H says Pinnacle Financial Contracts Ltd (‘Pinnacle’) mis-sold him payment protection insurance (‘PPI’). backgroundIn 2008 Mr H arranged a hire purchase agreement for £9,000 over a term of 60 months to buy a car. At the same time Pinnacle sold Mr H a regular (mon... (2 pages)View decision -
Decision Reference DRN3275136
10 Mar 2016 Barclays Bank Plc Not upheldBanking and creditT, a company, complains that Barclays Bank Plc blocked its account, closed it without notice, and has caused financial harm to its operation. T’s complaint is referred here by its director, Mr D.backgroundBarclays blocked T’s account while it carried out a review and... (2 pages)View decision -
Decision Reference DRN2852615
10 Mar 2016 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Mrs L complains about Liverpool Victoria Insurance Company Limited’s (“LV”) decision to apply an additional premium to her buildings insurance policy.backgroundIn July 2015, Mrs L received her buildings insurance renewal invitation from LV. Unhappy with the renewal premi... (3 pages)View decision
