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-4583979
26 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4583979 The complaint Miss S complains Lloyds Bank PLC refused to raise a claim under the Direct Debit Guarantee (DDG). She doesn’t believe it’s treated her fairly. What happened In 2023 Miss S contacted Lloyds to raise a claim under the DDG. She told Lloyds this was to refund all the ... (2 pages)View decision -
Decision Reference DRN-4425881
26 Feb 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4425881 The complaint Mr J complains that American Express Services Europe Limited (AESEL) charged him a much higher rate of interest on his credit card than he was expecting and didn’t provide the service it should have when he tried to contact it about this. What happened Mr J entere... (2 pages)View decision -
Decision Reference DRN-4637058
26 Feb 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4637058 The complaint Mr F has complained about the way a claim he made under his car insurance policy was handled. What happened Mr F bought a car insurance policy with Admiral in April 2022. About two weeks later he made a claim for damage. He said his car had stopped working and a r... (6 pages)View decision -
Decision Reference DRN-4480242
26 Feb 2024 Bank of Scotland Plc UpheldMortgagesDRN-4480242 The complaint Mr G and Ms Y have complained about a mortgage application they made with Bank of Scotland plc trading as Halifax. They’ve said Halifax discriminated against them and put barriers in the way to prevent the lending, which has led to them being around £16,000 worse ... (6 pages)View decision -
Decision Reference DRN-4639664
26 Feb 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4639664 The complaint Mrs K, through a representative, says Mitsubishi HC Capital UK Plc, trading as Novuna Personal Finance, irresponsibly lent to her. What happened Mrs K took out three loans from Novuna as set out below. loan taken out value, £ term in months monthly repayment, £ st... (3 pages)View decision -
Decision Reference DRN-4633336
26 Feb 2024 Cofunds Limited UpheldInvestmentsDRN-4633336 The complaint Mrs S complains that Cofunds Limited, trading as Aegon transferred her stocks and shares Individual Savings Account (ISA) to a third-party without conducting appropriate and necessary checks. What happened Mrs S says she intended to transfer a stocks and shares IS... (4 pages)View decision -
Decision Reference DRN-4586725
26 Feb 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4586725 The complaint Mrs V has complained Revolut Ltd won’t refund money paid from her account to a cryptocurrency account. What happened Mrs V has three main accounts with different financial institutions. I’ll be calling these B, N and Revolut. Mrs V told us she’d received a call fr... (3 pages)View decision -
Decision Reference DRN-4561426
26 Feb 2024 Skipton Building Society UpheldInvestmentsDRN-4561426 The complaint Mrs S complains that Skipton Building Society provided her with incorrect information when she attempted to transfer a stocks and shares Individual Savings Account (ISA) to a cash ISA. What happened Mrs S held two stocks and shares ISA’s; one was with a provider I... (3 pages)View decision -
Decision Reference DRN-4611424
26 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4611424 The complaint Mr L complains that Santander UK Plc (‘Santander’) won’t refund the money he lost in a scam. What happened Mr L says that he had a guitar and keyboard up for sale on an online marketplace. The total cost of the two items was £220 and Mr L required any buyer to col... (3 pages)View decision -
Decision Reference DRN-4552673
26 Feb 2024 Metro Bank PLC UpheldConsumer CreditDRN-4552673 The complaint Miss A complains that Metro Bank PLC, trading as RateSetter, is holding her liable for a loan that was opened fraudulently in her name. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In ... (5 pages)View decision
