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-4608448
8 Feb 2024 esure Insurance Limited UpheldInsuranceDRN-4608448 The complaint Mr and Mrs C complain that esure Insurance Limited (Esure) declined a subsidence damage claim made under their home insurance policy. What happened Mr and Mrs C have a home insurance policy underwritten by Esure. Mr and Mrs C discovered their conservatory was pull... (4 pages)View decision -
Decision Reference DRN-4607669
8 Feb 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4607669 The complaint Mrs S has complained about the amount paid in settlement of her claim under her Motor Insurance policy with Acromas Insurance Company Limited. She’s also unhappy about the service she received from Acromas on the claim. The service provided on Mrs S’s claim was pr... (3 pages)View decision -
Decision Reference DRN-4606300
8 Feb 2024 PDL Finance Limited UpheldConsumer CreditDRN-4606300 The complaint Mr L complained that PDL Finance Limited trading as Mr Lender (“Mr Lender”) gave him loans he couldn’t afford to repay and the correct checks weren’t conducted before it lent. What happened A summary of Mr L’s borrowing can be found in the table below; loan number... (5 pages)View decision -
Decision Reference DRN-4305869
8 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4305869 The complaint Mr H complains that Bank of Scotland plc (trading as Halifax) unfairly blocked his account and refused to follow his payment instructions. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview... (4 pages)View decision -
Decision Reference DRN-4606221
8 Feb 2024 Gain Credit LLC UpheldConsumer CreditDRN-4606221 The complaint Miss M complains, through a representative, that Gain Credit LLC trading as Lending Stream (“Lending Stream”) provided her with loans without carrying out sufficient affordability checks. What happened A summary of Miss M’s borrowing can be found in the table belo... (6 pages)View decision -
Decision Reference DRN-4486383
8 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4486383 The complaint Mr H complains that Lloyds Bank PLC (‘Lloyds’) hasn’t refunded money he says he lost as a result of identity theft. What happened Mr H says that he is the victim of identity theft perpetrated by someone I’ll refer to in this decision as D, who he had known since a... (2 pages)View decision -
Decision Reference DRN-4164301
8 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4164301 The complaint Miss D complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost in a scam. What happened Miss D says that her brother received a call on 7 July 2022 which he now knows followed a fake message from a delivery company. The caller told Miss D’s brother... (4 pages)View decision -
Decision Reference DRN-4607518
8 Feb 2024 U K Insurance Limited Not upheldInsuranceDRN-4607518 The complaint Mr and Mrs S are unhappy U K Insurance Limited trading as Direct Line Home Insurance (UKI) have refused to cover their retaining wall and are insisting on settling the remainder of their subsidence claim by a cash settlement. What happened Mr and Mrs S have brough... (4 pages)View decision -
Decision Reference DRN-4164316
8 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4164316 The complaint Miss D complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the funds she lost in a scam and is charging interest on a loan taken out on the instructions of a scammer. What happened What Miss D says Miss D says that her brother received a call on 7 July 2022 whi... (4 pages)View decision -
Decision Reference DRN-4467634
8 Feb 2024 Tandem Personal Loans Ltd Not upheldConsumer CreditDRN-4467634 Complaint Mr M has complained about a personal loan Tandem Personal Loans Ltd (trading as “Oplo”) which he says was unfairly lent to him. He says the loan was unaffordable for him and so he shouldn’t have been lent to. Background Oplo provided Mr M with a loan for £8,500.00 in ... (3 pages)View decision
