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-4600571
8 Mar 2024 Contis Financial Services Limited UpheldBanking and PaymentsDRN-4600571 The complaint Miss T has complained Contis Financial Services Limited won’t refund her for transactions she didn’t make. What happened In October 2023 Miss T got in touch with Contis as she holds an account with Engage. She’d seen four transactions she didn’t recognise that had... (2 pages)View decision -
Decision Reference DRN-4662062
8 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4662062 Complaint Mr J has complained about a credit card limit increase Lloyds Bank PLC (“Lloyds”) provided to him. He says that his credit limit shouldn’t have been increased as he couldn’t afford it. Background Lloyds increased the credit limit on Mr J’s credit card account to £6,00... (4 pages)View decision -
Decision Reference DRN-4668228
8 Mar 2024 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-4668228 The complaint and what happened Mr C complains that a business whose liabilities have now been acquired by Link Financial Outsourcing Limited trading as Asset Link Capital (No.9) (“Asset Link”) lent to him irresponsibly and without carrying out proper affordability checks. He w... (5 pages)View decision -
Decision Reference DRN-4620398
8 Mar 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4620398 The complaint Mr S is unhappy with how Royal & Sun Alliance Insurance Limited, trading as RSA, settled his contents insurance claim after his property was burgled. Mr S has been assisted with his complaint by a representative. All references to Mr S include his representati... (3 pages)View decision -
Decision Reference DRN-4603331
8 Mar 2024 Aviva Investors UK Fund Services Limited Not upheldInvestmentsDRN-4603331 The complaint Mr H has expressed dissatisfaction with how Aviva Investor UK Fund Services Limited (“Aviva”) has administered with-profits policies he holds. Background and further details of the complaint Mr H asked how Aviva can know its Historic Asset Share assumptions are ac... (3 pages)View decision -
Decision Reference DRN-4589195
8 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4589195 The complaint Mrs H complains that Bank of Scotland plc trading as Halifax can’t provide her with information about what happened to an ISA she has a passbook for which shows she had £20,964.44 saved in 2011. What happened In 2023 Mrs H found a passbook for an ISA she’d held wi... (2 pages)View decision -
Decision Reference DRN-4591860
8 Mar 2024 Zopa Bank Limited UpheldBanking and PaymentsDRN-4591860 The complaint Mr S complains Zopa Bank Limited provided him with an unaffordable credit card. Mr S is represented by a claims management company, but for ease I’ll refer to all submissions as though they are his own. What happened Zopa Bank provided Mr S with a credit card with... (4 pages)View decision -
Decision Reference DRN-4240203
8 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4240203 The complaint Mr F complains that Revolut Ltd (“Revolut”) won’t refund over £250,000 he lost to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr F saw an advert for an investmen... (3 pages)View decision -
Decision Reference DRN-4317440
8 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4317440 The complaint Miss J complains that Bank of Scotland plc trading as Halifax is refusing to refund her the amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary,... (3 pages)View decision -
Decision Reference DRN-4651765
8 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4651765 The complaint Mr A, who is represented by a third party, complains that NewDay Ltd (“NewDay”) irresponsibly granted him three credit card accounts that he couldn’t afford to repay. What happened Mr A entered into agreements with NewDay to have access to credit with three separa... (3 pages)View decision
