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 360264 results
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Decision Reference DRN-4452691
18 Apr 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4452691 The complaint Mr A says Lloyds Bank PLC unfairly closed his credit card account and without good reason. What happened Mr A held a credit card account with Lloyds. In May 2023, Lloyds wrote to him to say it would be closing the account in 65 days’ time. It subsequently closed t... (2 pages)View decision -
Decision Reference DRN-4710067
18 Apr 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4710067 The complaint Mr P has complained that Revolut Ltd (‘Revolut’) closed his account and returned money he’d received as rent back to sender. He wants his money to be returned to him, an apology and an explanation why the money was sent back. What happened Mr P opened an account ... (3 pages)View decision -
Decision Reference DRN-4533921
18 Apr 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4533921 The complaint Mr G complains about HSBC UK Bank Plc. He says that HSBC didn’t do enough to protect him when he became the victim of a scam and would like HSBC to refund him the money he has lost as a result. What happened In May 2020, Mr G made contact with an individual throug... (4 pages)View decision -
Decision Reference DRN-4670051
18 Apr 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4670051 Complaint Mr V is unhappy that Lloyds Bank PLC didn’t reimburse him after he told it he’d fallen victim to a scam. Background Mr V was looking for someone to assist with the online marketing of a business venture and had been carrying out online research to that end. He found a... (4 pages)View decision -
Decision Reference DRN-4495077
18 Apr 2024 Scottish Widows Limited Not upheldInvestmentsDRN-4495077 The complaint Miss B complains that Scottish Widows Limited (Scottish Widows) caused delays in the transfer of her ISA to another provider, and as a result she has been disadvantaged financially. What happened In April 2023, Miss B decided to transfer her Stocks & Shares IS... (3 pages)View decision -
Decision Reference DRN-4452028
18 Apr 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-4452028 The complaint Mr W says HSBC UK Bank Plc, trading as first direct, lent irresponsibly when providing him with a loan in 2023. What happened In June 2023, HSBC loaned Mr W £16,000 over an 81-month term. The stated purpose of the loan was to fund home improvements. The interest r... (3 pages)View decision -
Decision Reference DRN-4734618
18 Apr 2024 Phoenix Life Limited Not upheldInsuranceDRN-4734618 The complaint Mrs T complains that Phoenix Life Limited, trading as SunLife, changed her policy from one with increasing premiums and benefit to a fixed cover option. She’s also unhappy she’s paid more in premiums than the cash sum payable under the policy. What happened In sum... (2 pages)View decision -
Decision Reference DRN-4702601
18 Apr 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4702601 The complaint Mr and Mrs F complain that Lloyds Bank General Insurance Limited turned down their contents insurance claim. What happened Mr and Mrs F hold contents insurance cover with Lloyds Bank. They made a claim after realising they couldn’t find seven items of jewellery. T... (2 pages)View decision -
Decision Reference DRN-4438138
18 Apr 2024 Blackpool, Fylde & Wyre Credit Union Limited Not upheldConsumer CreditDRN-4438138 The complaint Miss M has complained that Blackpool, Fylde & Wyre Credit Union Limited, trading as CLEVR MONEY (“Clevr Money”) provided Miss M with poor service in relation to loan arrears. What happened Miss M took out a loan with Clevr Money in November 2021. The amount bo... (3 pages)View decision -
Decision Reference DRN-4268867
18 Apr 2024 Barclays Bank UK PLC Not upheldInvestmentsDRN-4268867 The complaint The estate of the late Mrs R (represented by Mr R) has complained that when providing a valuation of Mrs R’s ISA for probate purposes, Barclays Bank UK Plc (Barclays) provided two different values. Mr R states that this inconsistency has caused him additional stre... (3 pages)View decision
