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 359538 results
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Decision Reference DRN-4593678
14 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4593678 The complaint Mr S is unhappy that Monzo Bank Ltd will not refund the money he lost as the result of a scam. Mr S has brought his complaint through a representative, I will refer solely to Mr S in this decision for ease of reading. What happened Both parties are familiar with t... (3 pages)View decision -
Decision Reference DRN-4620222
14 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4620222 The complaint Mr D and Ms L are business partners. Mr D complains on behalf of the partnership that Lloyds Bank PLC is unfairly holding them personally liable for a Bounce Back Loan (”BBL”) that was applied for in the name of a limited company. In this decision, I’ll refer to t... (6 pages)View decision -
Decision Reference DRN-4622498
14 Feb 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4622498 The complaint Mr M complains that Scottish Widows Limited (Scottish Widows) caused delays in setting up his pension benefits causing him financial losses and distress and inconvenience. He wants compensation for his losses. What happened Mr M wanted to take his benefits from hi... (7 pages)View decision -
Decision Reference DRN-4327682
14 Feb 2024 Friends Capital Limited Not upheldMortgagesDRN-4327682 The complaint Mr S and Mrs S complain that Friends Capital Limited didn’t refund a mortgage application fee when they were unable to proceed with the application. Mrs S has dealt with the complaint. She says this has caused her anxiety and worry about being able to cope financi... (2 pages)View decision -
Decision Reference DRN-4601004
14 Feb 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4601004 The complaint Ms W complains that Nationwide Building Society says it won’t refund the money she transferred to a builder who has failed to complete the agreed work. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But... (4 pages)View decision -
Decision Reference DRN-4611311
14 Feb 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4611311 The complaint Mr L complains that Red Sands Insurance Company (Europe) Limited unfairly declined part of a claim he made under his home insurance policy. Red Sands is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As ... (7 pages)View decision -
Decision Reference DRN-4463739
14 Feb 2024 Topaz Finance Limited Not upheldMortgagesDRN-4463739 The complaint Mr B and Miss L complain that Topaz Finance Limited (trading as Heliodor Mortgages) has treated them unfairly by overcharging them on their mortgage, during a period when it was no longer offering new mortgages. Mr B and Miss L say that because of their circumstan... (7 pages)View decision -
Decision Reference DRN-4396101
14 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4396101 The complaint Mr G complains that Barclays Bank UK PLC (“Barclays”) 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 background... (3 pages)View decision -
Decision Reference DRN-4588886
14 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4588886 The complaint Mr S complains that HSBC UK Bank Plc made an error in respect of refunding payments under the direct debit guarantee, and has failed to comply with its obligations under that guarantee. Further that it failed to comply with a subject access request (SAR) to provid... (3 pages)View decision -
Decision Reference DRN-4621811
14 Feb 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4621811 The complaint Mr and Mrs S are unhappy that Great Lakes Insurance SE declined a claim made on their annual, multi-trip, travel insurance policy (‘the policy’). All reference to Great Lakes includes its claims handlers. What happened The details of this complaint are well known ... (4 pages)View decision
