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 370902 results
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Decision Reference DRN-5199936
25 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5199936 The complaint Mr C has complained Lloyds Bank plc never properly explained to him how a payment of £1,500 could be made from his account to another account that wasn’t his. He’s adamant he’s been the victim of fraud. What happened Mr C brought his complaint to the ombudsman ... (2 pages)View decision -
Decision Reference DRN-5000134
25 Feb 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5000134 The complaint Mr H has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which he paid for with credit it provided. What happened In October 2022 Mr H entered into a two-year fixed sum loan agreement... (4 pages)View decision -
Decision Reference DRN-5159115
25 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5159115 The complaint Mr G complains that Nationwide Building Society unfairly debited his account following a failed cash withdrawal. What happened Mr G was having his phone repaired and was told it would be better to purchase another one. The repair shop he was in at the time only... (4 pages)View decision -
Decision Reference DRN-5175712
25 Feb 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5175712 The complaint Mr T has complained about a transfer of his Aviva Life & Pensions UK Limited personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Gibraltar in May 2014. Mr T’s QROPS was subsequently used to invest in Trafalgar Multi Asset Fund. Th... (9 pages)View decision -
Decision Reference DRN-5287389
25 Feb 2025 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-5287389 The complaint Mrs A has complained that Ikano Bank AB (publ) “Ikano” rejected her claim against it under Section 75 of the Consumer Credit Act 1974 “The Act”. What happened Mrs A bought a solar panel system “the system” for her home in July 2019. The purchase was funded by ... (4 pages)View decision -
Decision Reference DRN-5318741
25 Feb 2025 Elderbridge Limited UpheldMortgagesDRN-5318741 The complaint Mr and Mrs W complain that Elderbridge Limited: • Set up the mortgage incorrectly on an interest only rather than a repayment basis • Is claiming a mortgage balance that is too high – it should be paid off by now. • Has not treated them fairly. What happened In... (7 pages)View decision -
Decision Reference DRN-5228064
25 Feb 2025 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-5228064 The complaint Miss G has complained Brent Shine Credit Union Limited, trading as My Community Bank, is asking her to repay a personal loan she didn’t take out. What happened In 2023, Miss G’s father fell for a scam. After seeing an advert on social media endorsed by a well-k... (3 pages)View decision -
Decision Reference DRN-5288325
25 Feb 2025 esure Insurance Limited Not upheldInsuranceDRN-5288325 The complaint Mr M complains that esure Insurance Limited (“esure”) failed to repair his car fully and didn’t cover the loss in value due to it being stolen and recovered, under his motor insurance policy. What happened Mr M’s car was stolen. It was recovered a few hours lat... (3 pages)View decision -
Decision Reference DRN-5299141
25 Feb 2025 Vanguard Investments UK, Ltd UpheldInvestmentsDRN-5299141 The complaint Mr P complains that Vanguard Investments UK, Ltd (“Vanguard”) provided poor communication when transferring his stocks and shares ISA away from it. What happened Mr P held a stocks and shares ISA with Vanguard which he requested to be transferred away from it. ... (2 pages)View decision -
Decision Reference DRN-4964681
25 Feb 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-4964681 The complaint Miss S complains about a car supplied to her using a hire purchase agreement taken out with Bank of Scotland plc trading as Halifax (“Halifax”). What happened In January 2022, Miss S acquired a used car using a hire purchase agreement with Halifax. The car was... (5 pages)View decision
