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 DRN2169331
9 Mar 2016 Barclays Bank Plc UpheldBanking and creditMs P complains that Barclays Bank PLC applied unfair charges to her account which compounded her financial difficulties.backgroundMs P opened a student account with Barclays in 1998. She first got into financial difficulties in 2008 due to a change in her personal circu... (2 pages)View decision -
Decision Reference DRN1412376
9 Mar 2016 Nationwide Building Society Not upheldBanking and creditMr M complains that Nationwide Building Society refused him a loan even though it had told him he’d be able to borrow more money.backgroundMr M took out a loan with Nationwide in September 2015. Shortly afterwards, he decided that he wanted to borrow more money.... (2 pages)View decision -
Decision Reference DRN9954774
9 Mar 2016 MCE Insurance Company Limited Not upheldInsurance (excluding PPI)Mr D complains that MCE Insurance Company Limited delayed in settling his claim on hismotorbike insurance policy. He had to phone MCE a number of times to find out what washappening with the claim and had to pay for alternative transport while he was without hiss... (3 pages)View decision -
Decision Reference DRN9915262
9 Mar 2016 HSBC Bank plc Not upheldBanking and creditMs S complains about the terms for ongoing support for her business borrowing by HSBC Bank Plc when she was in financial difficulty.backgroundMs S experienced ill health and in 2011 this affected her ability to make all her loan repayments. HSBC expressed concern at ... (2 pages)View decision -
Decision Reference DRN0185702
9 Mar 2016 Legal & General Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs T are unhappy that Legal & General Insurance Limited (L&G) have cancelled their property insurance.backgroundI wrote a provisional decision on this case in February 2016. I’ve attached a copy which forms part of my final decision.Mr and Mrs T accept ... (4 pages)View decision -
Decision Reference DRN9068018
9 Mar 2016 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Ms R is unhappy with Inter Partner Assistance SA’s (“IPA”) handling of a claim under her shower breakdown insurance policy.backgroundOn 5 May 2014 Ms R reported a faulty on/off switch with her shower. It was arranged that an engineer would attend on 12 May 2014. ... (3 pages)View decision -
Decision Reference DRN5210335
9 Mar 2016 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs D have complained that Lloyds Bank PLC (“Lloyds”) mis-sold a packaged bank account to them.backgroundLloyds has told us Mr and Mrs D changed from a fee-free account to a Premier packaged account in 2011. Very shortly afterwards they downgraded to a Platinum ... (3 pages)View decision -
Decision Reference DRN8049192
9 Mar 2016 Sainsbury's Bank Plc Not upheldBanking and creditMr and Mrs N complain that Sainsbury’s Bank Plc wrongly holds them liable for a loan fraudulently taken out in their name.backgroundMr and Mrs N say that, last year, they became aware of a £2,000 loan taken in their names with Sainsbury’s Bank in 2014. They say they did ... (2 pages)View decision -
Decision Reference DRN0902430
9 Mar 2016 Santander UK Plc Not upheldBanking and creditMr K complains that Santander UK Plc did not provide him with recordings of phone calls.backgroundMr K made a payment from his account to a third party. He says he later realised that he had been defrauded, and asked Santander to provide him with recordings of phone... (2 pages)View decision -
Decision Reference DRN4786951
9 Mar 2016 Contis Financial Services Limited Not upheldBanking and creditMr B complains that Contis Financial Services Limited will not refund disputed debit card payments on his account.backgroundMr B took an Engage account and debit card, issued by Contis. The disputed transactions were made to an online gambling website. Mr B says he did ... (2 pages)View decision
