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 352408 results
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Decision Reference DRN-4557567
19 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4557567 The complaint Mr K has complained that Bank of Scotland Plc (trading as “Halifax”) didn’t protect him from falling victim to a cryptocurrency-related investment scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of i... (5 pages)View decision -
Decision Reference DRN-5156084
19 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5156084 The complaint Mr Z complained because Revolut Ltd refused to refund him for transactions he said he didn’t make. What happened On 13 April 2024, Mr Z went to a gym he hadn’t been to before. He paid a subscription and put his bag into a locker, securing the locker with a lo... (6 pages)View decision -
Decision Reference DRN-5015997
19 Nov 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5015997 The complaint Mr N complains about the quality of the car Stellantis Financial Services UK Limited provided credit for him to acquire. Mr N says the car had a fault from the dealership and isn’t fit for purpose. What happened Mr N entered into a hire purchase agreement with... (4 pages)View decision -
Decision Reference DRN-5118732
19 Nov 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5118732 The complaint Mr J complains that The Co-operative Bank Plc has failed to pay him an account switch incentive. What happened Mr J says he correctly followed The Co-op’s “Refer a Friend “(RaF) process which should have meant he was paid £150. He says his account was switched ... (2 pages)View decision -
Decision Reference DRN-4699303
19 Nov 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4699303 The complaint Mr S complains that HSBC UK Bank Plc won’t reimburse him after he lost money to an investment – that he now considers to have been a scam. What happened Mr S has explained that he was introduced to an investment opportunity, provided by a firm that I’ll refer t... (6 pages)View decision -
Decision Reference DRN-4934434
19 Nov 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4934434 The complaint Mr H and Miss M complain Liverpool Victoria Insurance Company Limited trading as LV (LV) unfairly declined to settle their claim on their home insurance policy. References to Mr H or Miss M, will include the other. There are several parties and representative... (3 pages)View decision -
Decision Reference DRN-5115265
19 Nov 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5115265 The complaint Mrs P complains about the surrender value of a whole of life insurance policy she held with Aviva Life & Pensions UK Limited. Mrs P is being represented in her complaint by a family member. For ease I will refer to all actions as being those of Mrs P. What ... (2 pages)View decision -
Decision Reference DRN-4897898
19 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4897898 The complaint Mrs Z complains Lloyds Bank PLC didn’t do enough to protect her when she fell victim to an investment scam. What happened Mrs Z has accounts with Lloyds Bank including a current account and a savings account. She has an account with another business too, who I’... (2 pages)View decision -
Decision Reference DRN-4735386
19 Nov 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4735386 The complaint Mr J complains about a car he acquired with credit provided by Zopa Bank Limited. What happened In July 2023 Mr J entered into a regulated hire purchase agreement with Zopa Bank to finance his purchase of a used car. The car was four years old, its mileage was ... (3 pages)View decision -
Decision Reference DRN-5156017
19 Nov 2024 Covea Insurance plc Not upheldInsuranceDRN-5156017 The complaint Miss E complains Covea Insurance plc delayed her car insurance claim and didn’t offer a fair claim settlement. What happened In June 2023 Miss E’s car was hit whilst parked by an unknown third party. Shortly afterwards, she contacted Covea to make a claim. Co... (6 pages)View decision
