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 364422 results
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Decision Reference DRN-5083203
7 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5083203 The complaint Mr R complains that Lloyds Bank PLC (Lloyds) is refusing to refund him the amount he lost as the result of a scam. Mr R is being represented by a third party. To keep things simple, I will refer to Mr R throughout my decision. What happened The background of th... (3 pages)View decision -
Decision Reference DRN-3452679
7 Feb 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-3452679 The complaint Mr B has complained, via his representatives, about a transfer of his Royal London Mutual Insurance Society Limited personal pensions to a Qualifying Recognised Overseas Pension Scheme (QROPS) in September 2014. Mr B’s QROPS was partially used to invest in comm... (12 pages)View decision -
Decision Reference DRN-5244325
7 Feb 2025 Kensington Mortgage Company Limited UpheldMortgagesDRN-5244325 The complaint Mr G and Miss W’s complaint is about a second charge mortgage that Kensington Mortgage Company trading as Acenden administers on behalf of the lender. They don’t feel that they were provided with the help they needed and asked for when they were in financial di... (4 pages)View decision -
Decision Reference DRN-5256343
7 Feb 2025 Godiva Mortgages Limited Not upheldMortgagesDRN-5256343 The complaint Mr and Mrs R complain that when they missed payments to their Buy To Let (“BTL”) mortgage with Godiva Mortgages Limited, it placed adverse markers on their credit files. Mr and Mrs R said this is having a very serious impact, and they wanted the markers removed... (4 pages)View decision -
Decision Reference DRN-4871031
7 Feb 2025 New Wave Capital Limited Not upheldBanking and PaymentsDRN-4871031 The complaint Mr S complains about a personal guarantee that he gave to New Wave Capital Limited trading as Capital on Tap (Capital on Tap), in support of his company’s debt. In particular, Mr S has told us that the amount for which he gave the guarantee was limited to £8000... (5 pages)View decision -
Decision Reference DRN-5128313
7 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5128313 The complaint Mr F complains that National Westminster Bank Plc didn’t do enough to protect him from the financial harm caused by an investment scam and that it is holding him liable for a loan he didn’t consent to. What happened The detailed background to this complaint is... (6 pages)View decision -
Decision Reference DRN-5128259
7 Feb 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5128259 The complaint Mr F complains that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (“Novuna”) is holding him liable for the debt on a loan which he says he didn’t consent to. What happened In July 2023, Mr F saw an advert for an investment opportunity which w... (4 pages)View decision -
Decision Reference DRN-5128369
7 Feb 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5128369 The complaint Mr F complains that Zopa Bank Limited is holding him liable for the debt on a loan which he says he didn’t consent to. What happened In July 2023, Mr F saw an advert for an investment opportunity which was endorsed by a well-known celebrity. The advert suggest... (4 pages)View decision -
Decision Reference DRN-5007809
7 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5007809 The complaint Mrs K complains about Santander UK Plc. She says that Santander didn’t do enough to protect her when she was the victim of a scam and would like it to refund her the money she has lost. What happened Mrs K had been looking for remote job opportunities online wh... (5 pages)View decision -
Decision Reference DRN-5219993
7 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5219993 The complaint Mrs K is a director of the limited company T. This complaint is about what happened when Mrs K visited a branch of Lloyds Bank PLC to check on T’s business banking application. What happened Before I set out the details of this issue, I’d like to clarify that I... (3 pages)View decision
