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-4530834
28 Jan 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4530834 The complaint Mrs M complains that Liverpool Victoria Insurance Company Limited (LV) carried out substandard repairs following damage caused during a burglary, under her home buildings insurance policy. What happened Thieves broke into Mrs M’s home in November 2022. They caused... (3 pages)View decision -
Decision Reference DRN-4209106
27 Jan 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4209106 The complaint Mr H complains that Lloyds Bank PLC (“Lloyds”) won’t refund over £12,000 he lost to an investment scam beginning in September 2022. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I’ll focus on giving... (2 pages)View decision -
Decision Reference DRN-4287838
27 Jan 2024 Metro Bank PLC Not upheldConsumer CreditDRN-4287838 The complaint Mr P complains that Metro Bank PLC trading as RateSetter failed to properly advise him after he cancelled a loan. What happened In June 2023 Mr P was looking to buy a van. After seeing a suitable vehicle on social media he applied for a loan which was financed by ... (3 pages)View decision -
Decision Reference DRN-4539872
27 Jan 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4539872 The complaint Mr A complains Santander UK Plc (“Santander”) closed his account and withheld money he’d borrowed from a family friend to buy a car. Mr A is also unhappy Santander withheld the funds for an unreasonable amount of time before returning them to source. Mr A says thi... (5 pages)View decision -
Decision Reference DRN-4362208
27 Jan 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4362208 The complaint Mr J complains about the lack of support from Lloyds Bank PLC and their default and closure actions. What happened Due to difficult personal circumstances, which I won’t record here, in October 2022 Mr J found himself in a vulnerable position. Mr J was no longer r... (3 pages)View decision -
Decision Reference DRN-4309716
27 Jan 2024 Carrickfergus Credit Union Limited Not upheldBanking and PaymentsDRN-4309716 The complaint Mr M complains about Carrickfergus Credit Union Limited failing to freeze his account and subsequently removing funds from his account without his authorisation or agreement. Also, their complaint handling and service. What happened There are three strands to Mr M... (4 pages)View decision -
Decision Reference DRN-4576175
27 Jan 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4576175 The complaint Miss K complains that she was kept waiting in a Nationwide Building Society branch for about 40 minutes. What happened Miss K says she went to a Nationwide branch in June 2023 but was kept waiting for about 40 minutes. She says she has a disability but wasn’t offe... (2 pages)View decision -
Decision Reference DRN-4448400
26 Jan 2024 John Cunningham UpheldPensions and AnnuitiesDRN-4448400 The complaint Ms W complains about advice she received from John Cunningham (JC) to transfer her former employer’s defined benefit (‘DB’) pension scheme into a Royal London personal pension. Ms W believes the advice to transfer wasn’t in her best interests and has caused a fina... (10 pages)View decision -
Decision Reference DRN-4562431
26 Jan 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4562431 The complaint A company which I will refer to as ‘L’, complains that HSBC UK Bank plc didn’t prevent their loss as a result of a scam. In particular they say that the bank allowed a scammer to open an account and later it failed to spot and prevent the scam. What happened The b... (2 pages)View decision -
Decision Reference DRN-4503573
26 Jan 2024 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4503573 The complaint Ms P complains Blue Motor Finance Ltd (BMF) supplied her with a car that she believes wasn’t of satisfactory quality. She also complains the car was mis-represented to her. What happened In February 2023, Ms P entered into a 55 month agreement for a ... (3 pages)View decision
