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 352408 results
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Decision Reference DRN-5027892
22 Nov 2024 Advantage Finance Ltd Not upheldConsumer CreditDRN-5027892 The complaint Mr R complains that Advantage Finance Ltd irresponsibly provided him with a hire purchase agreement for a car that he couldn’t sustainably afford. Mr R has been assisted by a third party in making his complaint however for ease of reference I will only refer to... (3 pages)View decision -
Decision Reference DRN-5104116
22 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5104116 The complaint Mr M complains that Bank of Scotland plc trading as Halifax wrongly debited a payment from his regular saver account and won’t correct this. What happened Mr M explains that he was saving £250 a month to his regular saver account. His payment in February 2024 w... (2 pages)View decision -
Decision Reference DRN-4445935
22 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4445935 The complaint Mr B is unhappy that Revolut Ltd haven’t refunded money he lost as a result of a scam. Mr B is being represented by a claims management company but for ease of reading I’ll only refer to Mr B in my decision. What happened The detailed background to this compl... (9 pages)View decision -
Decision Reference DRN-5163124
22 Nov 2024 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5163124 The complaint Mrs W has complained about the way Frasers Group Financial Services Limited (“FGFS”) administered a credit agreement. What happened Mrs W had a credit agreement with FGFS she could use to order and receive goods and services from certain suppliers. Mrs W made ... (3 pages)View decision -
Decision Reference DRN-5098943
22 Nov 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5098943 The complaint Ms M, who is represented by a third party, complains that Lloyds Bank PLC (“Lloyds”) acted irresponsibly when it continued to provide her with an overdraft facility. She says the overdraft became unaffordable and has asked for interest and charges incurred on t... (3 pages)View decision -
Decision Reference DRN-5050437
22 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5050437 The complaint Mr D has complained about Aviva Insurance Limited’s handling of a claim under his car insurance policy. Aviva has been represented on the claim by its agents. For simplicity, at points, I’ve referred to the actions of Aviva’s agents as being its own. What happe... (3 pages)View decision -
Decision Reference DRN-5108569
22 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5108569 The complaint Mr A complains that Lloyds Bank PLC poorly handled his switch to a Lloyds current account, which resulted in him receiving his payments late. What happened The details of this complaint are well known to both parties, so I won’t repeat them here again in detail... (2 pages)View decision -
Decision Reference DRN-5155441
22 Nov 2024 AIG Life Limited Not upheldInsuranceDRN-5155441 The complaint Ms M as the trustee of the H trust complains that AIG Life Limited turned down a claim Mr H made for terminal illness benefit on a term assurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a sum... (3 pages)View decision -
Decision Reference DRN-5164895
22 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5164895 The complaint Mr O complains that Barclays Bank UK PLC trading as Barclaycard (“Barclays”) hasn’t honoured a promotional offer it told him was available to him. He believes that Barclays’ advertising of the offer has been misleading. And as a result, he says he has suffered ... (5 pages)View decision -
Decision Reference DRN-5044457
22 Nov 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5044457 The complaint Mx W complains that J.P. Morgan Europe Limited trading as Chase didn’t provide the service it should have and didn’t follow the reasonable adjustments that are in place. What happened Mx W contacted Chase through its online chat. Mx W says that their questions ... (3 pages)View decision