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 342791 results
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Decision Reference DRN-4878648
28 Jun 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4878648 The complaint Mr V complains Lloyds Bank PLC didn’t do enough to protect him when he fell victim to a job scam. What happened Mr V has an account with Lloyds Bank and an account with another business – an electronic money institution – who I’ll refer to as “W” throughout the re... (3 pages)View decision -
Decision Reference DRN-4616131
28 Jun 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4616131 The complaint Mr F’s complaint is that The Royal Bank of Scotland plc (RBS) didn’t close his commercial secured loan account when he paid it the amount he was told to. He is unhappy that RBS has said that he still owes interest on the loan and so will not release its security o... (4 pages)View decision -
Decision Reference DRN-4860918
28 Jun 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4860918 The complaint Mrs C’s complaint is about a buy-to-let mortgage she has with Barclays Bank UK PLC. She is unhappy that Barclays didn’t set up a new direct debit mandate when she provided it. She assumed it had done, which meant she made the payment for July 2023 late, and so a l... (5 pages)View decision -
Decision Reference DRN-4823837
28 Jun 2024 Monzo Bank Ltd Not upheldConsumer CreditDRN-4823837 The complaint Mr C complained that Monzo Bank Ltd (“Monzo”) irresponsibly granted \<br />View decision
him a personal loan in July 2023 that he couldn’t afford to repay. What happened On 13 July 2023, Mr C took out a loan of £25,000 over a term of 40 months, with a monthly repayment of £800... (4 pages) -
Decision Reference DRN-4809149
27 Jun 2024 esure Insurance Limited UpheldInsuranceDRN-4809149 The complaint Mrs S complains about delays to a claim she made on a motor insurance policy she held with esure Insurance Limited. What happened Mrs S held a motor insurance policy with esure. In January 2022 she made a claim following a collision with a third party. Based on th... (4 pages)View decision -
Decision Reference DRN-4878477
27 Jun 2024 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-4878477 The complaint Mr P is unhappy with a camper van that was supplied to him under a hire purchase agreement with MI Vehicle Finance Limited, trading as Mann Island. What happened On 4 February 2022 Mr P signed a hire purchase agreement with Mann Island for a camper van. This was a... (12 pages)View decision -
Decision Reference DRN-4787158
27 Jun 2024 James Hay Administration Company Ltd Not upheldPensions and AnnuitiesDRN-4787158 The complaint Mrs K complains that James Hay Administration Company Ltd trading as James Hay Partnership (James Hay) delayed the payment of her pension benefits during which time the value fell. She would like compensation for the losses. What happened Mrs K had a Self-Invested... (3 pages)View decision -
Decision Reference DRN-4172498
27 Jun 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4172498 The complaint Mr G complains that the Royal Bank of Scotland Plc didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is ... (5 pages)View decision -
Decision Reference DRN-4786167
27 Jun 2024 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-4786167 The complaint Mr S complains that Hargreaves Lansdown Asset Management Limited (Hargreaves Lansdown) provided incorrect information about the pension contributions he’d paid in previous tax years, resulting in him overpaying contributions giving rise to tax liabilities. He want... (3 pages)View decision -
Decision Reference DRN-4785056
27 Jun 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-4785056 The complaint Mrs H complained that SCOTTISH WIDOWS LIMITED (Scottish Widows) has not distributed a share of her late daughters pension benefits to her. She believed that she should be a beneficiary of the pension as her next of kin and should have been entitled to a share of t... (4 pages)View decision