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 353101 results
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Decision Reference DRN-4682251
14 Mar 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4682251 The complaint Mr M complains that TSB Bank plc has recorded a fraud marker against him with CIFAS, a national fraud prevention agency. What happened In mid-2022, Mr M was told that one of the accounts he held with another bank was being closed. And while complaining about the c... (5 pages)View decision -
Decision Reference DRN-4668616
14 Mar 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4668616 Complaint Miss P has complained that Lloyds Bank PLC (“Lloyds”) unfairly allowed her to continue using a credit card. She says that she was allowed to continue using her credit card despite being in a cycle of persistent debt and there being clear evidence of her poorly managin... (4 pages)View decision -
Decision Reference DRN-4676062
14 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4676062 The complaint Mrs S complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost after falling victim to a scam. What happened Mrs S’s complaint has been brought by a professional representative, but as the account is in Mrs S’s name – I’ll refer to her throughout th... (6 pages)View decision -
Decision Reference DRN-4487216
13 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4487216 The complaint Mr H complains that Lloyds Bank PLC didn’t do enough to protect him from the financial harm caused by a 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 well known to both parties.... (3 pages)View decision -
Decision Reference DRN-4603573
13 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4603573 The complaint Mr and Mrs P complain that Lloyds Bank PLC won’t refund them the money they lost to what they believe was a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail. But in summary, I understand it to be as... (4 pages)View decision -
Decision Reference DRN-4504122
13 Mar 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4504122 The complaint Mr P complains that Tesco Personal Finance PLC trading as Tesco Bank declined his claim under Section 75 of The Consumer Credit Act 1974. What happened In December 2022 Mr P purchased a motorcycle from a merchant and paid using his Tesco credit card. The purchase ... (3 pages)View decision -
Decision Reference DRN-4673536
13 Mar 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4673536 The complaint Miss J complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) shouldn’t have, in 2012, lent to her under a fixed sum loan agreement (“agreement”) because that agreement was unaffordable. What happened In May 2012 Miss J en... (6 pages)View decision -
Decision Reference DRN-4644983
13 Mar 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4644983 The complaint Mr M complains about Accredited Insurance (Europe) Ltd (‘Accredited’) declining his property insurance claim. Accredited are the underwriters (insurers) of this policy. Some of this complaint concerns the actions of their appointed agents. As Accredited accept the... (5 pages)View decision -
Decision Reference DRN-4681811
13 Mar 2024 Wakam UpheldInsuranceDRN-4681811 The complaint Mr I complains about Wakam’s poor handling of his claim following an accident and then theft of his car, under his commercial motor insurance policy. What happened In mid-March 2023 Mr I was involved in a car accident. He says he was hospitalised as a result. He c... (4 pages)View decision -
Decision Reference DRN-4616517
13 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4616517 The complaint Mr H says HSBC UK Bank Plc irresponsibly lent to him. What happened Mr H opened a credit card with HSBC in December 2003. It is not known what the opening limit was but by June 2004 his credit limit was £7,000. After he failed to make his contractual repayments HS... (2 pages)View decision
