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 370149 results
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Decision Reference DRN-5111735
5 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5111735 The complaint Mr and Mrs U complain that Lloyds Bank PLC did not handle their chargeback request properly. What happened Mr and Mrs U bought a set of self-assembly furniture from a retailer. They paid for it using a buy now pay later payment processor I will call K which was... (2 pages)View decision -
Decision Reference DRN-5350325
5 Mar 2025 American Express Services Europe Limited (AESEL) Not upheldInsuranceDRN-5350325 The complaint Mr D complains that American Express Services Europe Limited (AESEL) mis-sold a travel insurance policy. What happened Mr D has held a credit card, provided by American Express, since 1999. He says he downgraded the card in 2011, but he was told his key benefi... (2 pages)View decision -
Decision Reference DRN-5170008
5 Mar 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-5170008 The complaint Mr S has complained about a transfer of his ReAssure Limited personal pension (previously an Old Mutual policy) to a small self-administered scheme (“SSAS”) in December 2014. Mr S’ SSAS was subsequently used to invest in Parkfirst and Storefirst (investments in... (11 pages)View decision -
Decision Reference DRN-5301105
5 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5301105 The complaint Ms A complains that Bank of Scotland plc trading as Halifax flagged a payment she was trying to make as requiring additional checks. She was asked to attend the branch and subsequently the police were called, and she was caused distress and inconvenience. What... (4 pages)View decision -
Decision Reference DRN-4832590
5 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4832590 The complaint Mr P is unhappy Monzo Bank Ltd closed his account during a period of financial difficulty. What happened Mr P has told us: Mr P had an account with Monzo. In April 2023 he asked to increase his overdraft limit because he was in financial difficulties. Monzo... (4 pages)View decision -
Decision Reference DRN-5372585
5 Mar 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5372585 The complaint Mr B complains Oodle Financial Services Limited trading as Oodle Car Finance (Oodle) supplied him with a car that he believes wasn’t of satisfactory quality. What happened In October 2022, Mr B entered into a 60 month hire purchase finance agreement with Oodle... (4 pages)View decision -
Decision Reference DRN-5318305
5 Mar 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5318305 The complaint Ms N’s complaint arises from her mortgage account held with Bank of Scotland plc (BOS). Ms N is unhappy that a late payment marker was recorded on her credit file, and that she was given inaccurate information about this when she spoke to the bank. To settle th... (3 pages)View decision -
Decision Reference DRN-5353924
5 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5353924 The complaint Mr W complains that Aviva Insurance Limited trading as Quotemehappy.com (Aviva) unfairly recorded an incident he notified it of involving a third party. What happened Mr W held a motor insurance policy with Aviva. He was involved in a collision with a third par... (2 pages)View decision -
Decision Reference DRN-4836561
5 Mar 2025 Lendable Ltd UpheldConsumer CreditDRN-4836561 The complaint Mrs S complains about a car supplied to her using a hire purchase agreement taken out with Lendable Ltd trading as Autolend (“Autolend”). What happened Mrs S referred a complaint to us along with her representative. As the complainant is Mrs S, for ease, I hav... (5 pages)View decision -
Decision Reference DRN-4910250
5 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-4910250 The complaint Mr W complains Aviva Insurance Limited hasn’t reimbursed him for gas and electricity costs incurred at his property owing to its use of the services, whilst he was in alternative accommodation. What happened Mr W had a subsidence claim ongoing with Aviva. In 20... (3 pages)View decision
