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 353100 results
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Decision Reference DRN-4501146
12 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4501146 The complaint Mr L complains that Lloyds Bank PLC applied charges to his account that he didn’t expect and wasn’t aware of. What happened Mr L applied for an account with Lloyds online. He believed that he’d applied for a basic current account, but Lloyds’ systems recorded him ... (2 pages)View decision -
Decision Reference DRN-4412837
12 Mar 2024 CB Payments Ltd Not upheldBanking and PaymentsDRN-4412837 The complaint Mr H complains that CB Payments Ltd trading as Coinbase hasn’t given him access to money it’s holding for him. What happened Mr H contacted Coinbase in June 2023 to update his phone number but after he had some issues with this – he then asked Coinbase to return t... (2 pages)View decision -
Decision Reference DRN-4630015
12 Mar 2024 Goodman Retail Limited Not upheldConsumer CreditDRN-4630015 The complaint Ms B complains about the information provided to her by Goodman Retail Limited trading as West London Audi (“GRL”) who acted as credit brokers in relation to a hire purchase agreement with Volkswagen Financial Services trading as Audi Financial Services (“AFS”). W... (3 pages)View decision -
Decision Reference DRN-4621772
12 Mar 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4621772 The complaint Mr S complains British Gas Insurance Limited (“British Gas”) caused avoidable damage to his property when completing a repair under his home emergency policy. Any reference to British Gas includes the actions of its agents. What happened The circumstances of this ... (3 pages)View decision -
Decision Reference DRN-4676993
12 Mar 2024 Barclays Bank UK PLC Not upheldInsuranceDRN-4676993 The complaint Mr and Mrs D complain about their travel insurance policy provided by Barclays Bank UK PLC as a benefit of a current account. What happened In summary, for many years, Mr and Mrs D have had travel insurance as a benefit of a current account with Barclays. In 2018,... (3 pages)View decision -
Decision Reference DRN-4635106
12 Mar 2024 Interactive Investor Services Limited Not upheldInvestmentsDRN-4635106 The complaint Mr B complains that Interactive Investor Services Limited (“IISL”) has started to charge him fees on his stocks and shares ISA despite a previous agreement that any normal fees would be waived. What happened Mr B holds a stocks and shares ISA with IISL. His ISA mo... (3 pages)View decision -
Decision Reference DRN-4661660
12 Mar 2024 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4661660 The complaint Mr T complains AA Underwriting Insurance Company Limited (“AAUICL”) unfairly avoided his motor insurance policy following a claim. Any reference to AAUICL includes its agents. What happened Mr T took out a motor insurance policy with AAUICL around August 2022 to c... (3 pages)View decision -
Decision Reference DRN-4562598
12 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4562598 The complaint Mr K complains about a blocked payment on his account with Bank of Scotland plc trading as Halifax (“Halifax”). What happened Mr K says he travelled to London to make an investment and due to the amount, the payment was blocked. Mr K says he understood why it was ... (2 pages)View decision -
Decision Reference DRN-4566082
12 Mar 2024 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4566082 The complaint Mr S is unhappy that a car supplied to him under a hire purchase agreement with Blue Motor Finance Ltd (‘BMF’) was of an unsatisfactory quality, and the repairs to the car weren’t covered by the warranty he was sold. What happened In March 2023, Mr S was supplied ... (4 pages)View decision -
Decision Reference DRN-4558245
12 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4558245 The complaint A company which I will refer to as ‘C’ complains that HSBC UK Bank Plc wouldn’t reimburse the money which they lost due to an authorised push payment scam. They say that HSBC allowed a fraudster to open an account with it and then use the account for fraudulent pu... (6 pages)View decision
