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 357004 results
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Decision Reference DRN-4669988
23 May 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4669988 The complaint Mr B has complained through a representative that Zopa Bank Limited (“Zopa”) didn’t conduct sufficient affordability checks before it lent to him. What happened Zopa operated a lending platform which gave Mr B a 36-month loan for £10,000 on 11 November 20219. The ... (4 pages)View decision -
Decision Reference DRN-4636907
23 May 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4636907 The complaint Mr C complains that Bank of Scotland plc (trading as “Halifax”) won’t refund over £120,000 he says he lost to an investment scam. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I’ll focus on giving t... (2 pages)View decision -
Decision Reference DRN-4712201
23 May 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4712201 The complaint Mr M complains about how Liverpool Victoria Insurance Company Limited (LV) handled a claim made on his motor insurance policy. He seeks appropriate compensation for his consequent losses. What happened Mr M was involved in an accident, and he made a claim to LV. B... (3 pages)View decision -
Decision Reference DRN-4536874
23 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4536874 The complaint Mr C complains that National Westminster Bank Plc (“NatWest”) won’t refund over £250,000 he says he lost to an investment scam. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I’ll focus on giving the... (2 pages)View decision -
Decision Reference DRN-4813997
23 May 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4813997 The complaint Mr M complains that Santander UK Plc has declined to reimburse him for payments made as part of a scam. What happened Mr M has a representative in this complaint, but for clarity I’ll refer to comments made on his behalf as his own. Mr M says he saw an advert on s... (4 pages)View decision -
Decision Reference DRN-4796800
23 May 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4796800 The complaint Mrs D is unhappy that Revolut Ltd won’t refund payments she didn’t make. What happened Mrs D received a message on her Depop app that she’d sold an item she’d listed. To receive the money, she was asked to follow a link to receive the payment. The link sent her ... (2 pages)View decision -
Decision Reference DRN-4623957
23 May 2024 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-4623957 The complaint Mr B complains that Frasers Group Financial Services Limited trading as Studio, didn’t tell him that his application for credit was declined. What happened Mr B applied for a credit account with Studio on 3 September 2023. Mr B says he requested an update from Stu... (3 pages)View decision -
Decision Reference DRN-4810080
23 May 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4810080 Complaint Mrs D is unhappy that Wise Payments Limited (Wise) didn’t do more to protect her when she was targeted by a scammer. Background The background to this case is well known to the parties, so I don’t intend to set out in full here. What follows is a brief summary of what... (4 pages)View decision -
Decision Reference DRN-4587092
23 May 2024 Lloyds Bank PLC Not upheldMortgagesThe complaint Mr B’s complaint is about the interest rate on the buy-to-let (BTL) mortgage he holds with Lloyds Bank PLC. Mr B’s complaint is that after arrears on his BTL mortgage were consolidated, Lloyds should have offered him a new fixed rate, but didn’t. Mr B believes Lloyds owed h... (5 pages)View decision -
Decision Reference DRN-4814012
23 May 2024 Age Partnership Limited Not upheldMortgagesDRN-4814012 The complaint This complaint is brought by Ms Z in her capacity as Administrator of the estate of her late brother, Mr Z. The complaint is against Age Partnership Limited (AP). Ms Z says: AP harassed Mr Z in an attempt to get him to take out an equity release mortgage; AP’s a... (4 pages)View decision
