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 365360 results
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Decision Reference DRN-4512127
13 Feb 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4512127 The complaint Mrs G complains that Nationwide Building Society (“Nationwide”) failed to inform her a large sum of money had been deposited into her account or provide her with advice about moving it to an interest bearing account. What happened Mrs G holds both a current and sa... (3 pages)View decision -
Decision Reference DRN-4614271
13 Feb 2024 HSBC UK Bank Plc UpheldMortgagesDRN-4614271 The complaint Mr B and Mr W complain that they were given incorrect information by HSBC UK Bank Plc when they tried to apply for a new fixed rate on their mortgage. They believe they’ve paid more interest as a result. They want HSBC to repay this additional interest directly to... (5 pages)View decision -
Decision Reference DRN-4572138
13 Feb 2024 Aviva Insurance Limited UpheldInsuranceDRN-4572138 The complaint Mr H and Ms R have complained about the amount Aviva Insurance Limited has paid for a claim they made on their buildings insurance policy. Mr H has primarily dealt with things so, for simplicity, I’ll refer to him only. Reference to Aviva includes its agents and r... (7 pages)View decision -
Decision Reference DRN-4617946
13 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4617946 The complaint Ms R complains that Barclays Bank UK PLC trading as Barclaycard (‘Barclaycard’) irresponsibly gave her a credit card account that she couldn’t afford. What happened In April 2015, Ms R applied for a credit card account with Barclaycard. Ms R was given a £1,000 cre... (2 pages)View decision -
Decision Reference DRN-4345716
13 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4345716 The complaint Mr B complains that Bank of Scotland plc trading as Halifax is holding him liable for payments he says he didn’t authorise. What happened Mr B says he was looking for a loan online, and was contacted by a company who said they could help him find one. He had to pr... (3 pages)View decision -
Decision Reference DRN-4615634
13 Feb 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4615634 The complaint Mr H complains that the offer Admiral Insurance (Gibraltar) Limited made to settle his motor insurance claim is too low. What happened Mr H had a fully comprehensive motor insurance policy with Admiral. In April 2023, the vehicle was involved in an accident. Mr H ... (5 pages)View decision -
Decision Reference DRN-4508933
13 Feb 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4508933 The complaint Mr R complains through his representative (“IC”) that he was a vulnerable customer with a gambling addiction and Nationwide Building Society (“Nationwide”) did nothing to provide support or help prevent the gambling transactions from taking place on his account. W... (3 pages)View decision -
Decision Reference DRN-4510272
13 Feb 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4510272 The complaint Mr A complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) rejected his claim for the theft of his car under his motor insurance policy. What happened Mr A had a motor insurance policy arranged through Admiral. His car was stolen from outside his house ... (2 pages)View decision -
Decision Reference DRN-4587607
13 Feb 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4587607 The complaint Mr S complains about Advantage Insurance Company Limited (“AIC”) and the information they provided regarding the extent of his policy cover at renewal. Mr S also complains about AIC’s decision to settle his claim on an at fault basis, without requesting dashcam fo... (3 pages)View decision -
Decision Reference DRN-4574341
13 Feb 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4574341 The complaint Miss P is unhappy that her email address and phone number were changed on her account with Lloyds Bank PLC What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on... (2 pages)View decision
