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 366874 results
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Decision Reference DRN4099576
9 Oct 2015 HSBC Bank plc Not upheldBanking and creditMr S complains that HSBC Bank plc will not refund disputed transactions on his credit card account.backgroundMr S was abroad with business associates. He says that they were unfamiliar with the city and so took a taxi to an area which they had heard had good nigh... (3 pages)View decision -
Decision Reference DRN9509183
9 Oct 2015 The Royal Bank of Scotland Plc Not upheldBanking and creditMr R has complained that he was mis-sold packaged bank accounts by The Royal Bank of Scotland Plc (“RBS”).backgroundMr R opened a fee-free account with RBS in August 1986 (the “first account”). He upgraded this to a Royalties Gold account in December 1998. He then ... (2 pages)View decision -
Decision Reference DRN0167766
9 Oct 2015 Volkswagen Financial Services (UK) Limited Not upheldBanking and creditMr S has a hire agreement with Volkswagen Financial Services (UK) Limited (trading as Skoda Finance). He received a settlement letter from a branch of Skoda and complains Skoda Finance breached the Data Protection Act (DPA) because Skoda Finance is a different compa... (1 page)View decision -
Decision Reference DRN2835006
9 Oct 2015 HSBC Bank plc Not upheldBanking and creditMrs S complains that HSBC Bank plc unfairly put a default marker on her credit file. She’d like it removed.our initial conclusionsOur adjudicator didn’t uphold he complaint. She didn’t find HSBC had done anything wrong. Mrs S doesn’t agree. She feels the default is unfair. Sh... (2 pages)View decision -
Decision Reference DRN1185461
9 Oct 2015 Sainsbury's Bank Plc Not upheldBanking and creditMrs H and Mr H complain Sainsbury’s Bank plc has recorded a default on their credit files but hadn’t sent them a default notice.backgroundMrs H wanted a loan and her son, Mr H, was prepared to act as guarantor. They approached Sainsbury’s but as it doesn’t provide... (2 pages)View decision -
Decision Reference DRN0554681
9 Oct 2015 TSB Bank plc Not upheldBanking and creditMr A complains that TSB Bank plc required him to visit a branch with identification before it would make a payment. It also blocked his online banking without telling him.backgroundMr A tried to make a large payment using online banking. The payment wasn’t made and h... (2 pages)View decision -
Decision Reference DRN4086716
9 Oct 2015 Volkswagen Financial Services (UK) Limited UpheldBanking and creditMiss D complains that the 16 inch alloy wheels on her new car are not fit for purpose as they are used and damaged. She wants Volkswagen Financial Services (UK) Limited (trading as Volkswagen Finance) (VF) to cancel the contract and refund her deposit.our initial conclusionsVF... (2 pages)View decision -
Decision Reference DRN9092379
9 Oct 2015 National Westminster Bank Plc Not upheldBanking and creditC, a limited company, complains that National Westminster Bank Plc (NatWest) refused to stop a card payment even though the money was still in its account. our initial conclusionsC’s director used the company’s Visa debit card to make a payment. It then asked NatWest, on the ne... (2 pages)View decision -
Decision Reference DRN4998155
9 Oct 2015 HSBC Bank plc Not upheldBanking and creditMr B complains that HSBC Bank plc (trading as First Direct) has disclosed his personal information to third parties. This has resulted in unwanted phone calls and correspondence.our initial conclusionsMr B says he received correspondence from HSBC in the past which was intend... (2 pages)View decision -
Decision Reference DRN6852976
9 Oct 2015 LeasePlan UK Limited Not upheldBanking and creditMr M complains that after he surrendered his car to LeasePlan UK Limited, some of his personal belongings were destroyed. He wants the goods returned or compensation.backgroundMr M ended his hire agreement and surrendered the vehicle. He left some personal belongings i... (2 pages)View decision
