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 366763 results
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Decision Reference DRN-5282273
24 Jan 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5282273 The complaint Mr M complains about how Healthcare Finance Limited (‘HFL’) responded to a claim he made to it in respect of dental treatment he paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) this... (7 pages)View decision -
Decision Reference DRN-5096962
24 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5096962 The complaint Mrs C complains about Revolut Ltd. She says that Revolut didn’t do enough to protect her when she fell victim to a scam, and would like it to refund her the money she has lost as a result. What happened The details of what happened are well known to both part... (8 pages)View decision -
Decision Reference DRN-5126901
24 Jan 2025 NewDay Ltd Not upheldConsumer CreditDRN-5126901 The complaint Mrs P complains that NewDay Ltd (“NewDay”) irresponsibly provided her with credit on a credit card account that she couldn’t afford to repay. What happened In November 1999 Mrs P entered into an agreement to have access to credit by way of a Debenhams branded ... (3 pages)View decision -
Decision Reference DRN-5283006
24 Jan 2025 esure Insurance Limited UpheldInsuranceDRN-5283006 The complaint Mr D has complained that he wasn’t able to renew his car insurance policy with esure Insurance Limited. He’s unhappy with the change in premium as a result and that esure has recorded an incident under his policy. Mr D’s wife is a named driver under the policy.... (4 pages)View decision -
Decision Reference DRN-4732622
24 Jan 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4732622 The complaint Mr and Mrs C complain about Lloyds Bank PLC. They say that Lloyds should refund them after they fell victim to an authorised push payment (APP) scam. What happened In 2018, Mr and Mrs C were looking to make an investment and came across a business I will refe... (4 pages)View decision -
Decision Reference DRN-5204205
24 Jan 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5204205 The complaint Mr K complains that he couldn’t apply a cashback offer to his American Express Services Europe Limited (AESEL) credit card account. What happened Mr K opened an American Express (AmEx) credit card account in September 2023. He said his main reason for doing so ... (2 pages)View decision -
Decision Reference DRN-5217148
24 Jan 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5217148 The complaint Mrs W has complained that Capital One (Europe) plc won’t refund a transaction she says she didn’t authorise. What happened Mrs W and a friend wanted to stay in a cottage. The friend made the booking, and Mrs W provided her Capital One credit card details to the... (3 pages)View decision -
Decision Reference DRN-5242074
24 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5242074 The complaint Mr S complains that Lloyds Bank Plc won’t refund him after he was the victim of a scam. Mr S is represented by a professional representative, but for ease of reading I’ll refer only to Mr S. What happened The background to this complaint is well known to the ... (3 pages)View decision -
Decision Reference DRN-5286094
24 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5286094 The complaint Miss K complains that HSBC UK Plc hasn’t refunded her after she reported falling victim to a scam. What happened The background to this complaint is well-known to both parties and so my summary of events here will be brief. In January 2023 Miss K was contacted ... (2 pages)View decision -
Decision Reference DRN-5194005
24 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5194005 The complaint Mr S complains that Lloyds Bank Plc (Lloyds) won’t refund him the money he lost in a work tasks scam. Mr S is being represented by a third-party, but for ease of reference I’ll refer to Mr S only. What happened Mr S was contacted about a job through a popular ... (4 pages)View decision
