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 353748 results
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Decision Reference DRN-4530592
15 Mar 2024 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-4530592 The complaint Mr W complains about the way in which his account with Specialist Motor Finance Limited (“SMF”) was settled. What happened In December 2004 Mr W entered into a credit agreement with SMF. Mr W failed to maintain the repayments on the account and in accordance with ... (2 pages)View decision -
Decision Reference DRN-4247795
15 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4247795 The complaint Mr G complains that Nationwide Building Society (Nationwide) is refusing to refund him the amount he lost as the result of a scam. Mr G is being represented by a third party. To keep things simple, I will refer to Mr G throughout my decision. What happened The bac... (3 pages)View decision -
Decision Reference DRN-4194806
15 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4194806 The complaint Mr H is unhappy Monzo Bank Ltd didn’t intervene on payments he sent to a scammer. He says the bank ought to have flagged the transactions as suspicious, and had it intervened the loss would have been prevented. What happened In early 2022 Mr H was introduced to an... (3 pages)View decision -
Decision Reference DRN-4362316
15 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4362316 The complaint Mr T complains that Santander UK Plc (Santander) is refusing to refund him the amount he lost as the result of a scam. Mr T is being represented by a third party. To keep things simple, I will refer to Mr T throughout my decision. What happened The background of t... (4 pages)View decision -
Decision Reference DRN-4309730
15 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4309730 The complaint Mr G complains about Lloyds Bank PLC. He says that Lloyds didn’t do enough to protect him when he became the victim of a scam and would like Lloyds to refund him the money he lost as a result. What happened Mr G connected with a woman via Tinder and chatted with h... (3 pages)View decision -
Decision Reference DRN-4622298
15 Mar 2024 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-4622298 The complaint Miss K and Mr S have complained that Financial & Legal Insurance Company Ltd (F&L) unfairly declined a claim under their home emergency insurance policy and caused damage to the property. Any reference to F&L includes its agents who handled the claim. ... (2 pages)View decision -
Decision Reference DRN-4672720
15 Mar 2024 Euroins AD UpheldInsuranceDRN-4672720 The complaint Mrs A and Mr N have complained that Euroins AD declined a claim they made on a travel insurance policy. As it is Mr N that is leading on the complaint, I will mostly just be referring to him in this decision. What happened Mr N and his family were due to travel ab... (2 pages)View decision -
Decision Reference DRN-4515661
15 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4515661 The Complaint Mr H says that Lloyds Bank PLC (the ‘Business’) didn’t act fairly or reasonably under certain provisions of the Consumer Credit Act 1974 (the ‘CCA’) in relation to a timeshare he purchased on 29 January 2014 (the ‘Time of Sale’). Background to the Complaint Mr H (... (3 pages)View decision -
Decision Reference DRN-4393377
15 Mar 2024 Clydesdale Bank Plc Not upheldMortgagesDRN-4393377 The complaint Mr N complains that Clydesdale Bank Plc trading as Virgin Money (Virgin) did not provide details of how and when he should pay the fee for a product transfer, which has cost him financially as the new mortgage did not go ahead and his existing mortgage went on to ... (3 pages)View decision -
Decision Reference DRN-4685360
15 Mar 2024 AJ Bell Management Limited Not upheldPensions and AnnuitiesDRN-4685360 The complaint Mr L complains about AJ Bell Management Limited (“AJ Bell”). He’s unhappy with how it’s sought to put things right after delaying funds being transferred to his Self-Invested Personal Pension (SIPP) with another provider. What happened I issued a provisional decis... (5 pages)View decision
