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 365360 results
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Decision Reference DRN-5288594
31 Jan 2025 Lenvi Servicing Limited Not upheldMortgagesDRN-5288594 The complaint Mr F and Miss H complain about the poor service provided by Lenvi Servicing Limited trading as Lenvi (‘Lenvi’), which meant that the process of moving their Help to Buy: Equity Loan (the loan) from joint names into Mr F’s sole name took seven months. Although t... (4 pages)View decision -
Decision Reference DRN-5013127
31 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5013127 The complaint Miss H complains that HSBC UK Bank Plc didn’t proceed with the chargeback claim she sought to raise against a merchant. Miss H also complains that HSBC wouldn’t be prepared to raise any further disputes on her behalf. What happened Miss H purchased an item from... (2 pages)View decision -
Decision Reference DRN-5301159
31 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5301159 The complaint Mr D complains that Aviva Insurance Limited (‘Aviva’) voided his motorcycle insurance policies and retained his premiums. What happened Mr D took out a motorcycle insurance policy with Aviva via a broker in September 2024. During the policy validation process,... (3 pages)View decision -
Decision Reference DRN-5218123
31 Jan 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5218123 The complaint Miss J has complained that Metro Bank PLC (“Metro”) didn’t apply the correct interest rate to her savings account. What happened Miss J attempted to open a 1-year fixed term savings account with Metro on 21 November 2023. However, when she went to do so, she re... (3 pages)View decision -
Decision Reference DRN-5266241
31 Jan 2025 Evolution Insurance Company Limited Not upheldInsuranceDRN-5266241 The complaint Mrs B is unhappy with the service provided by Evolution Insurance Company Limited (“EIC”) under her home emergency policy. When I refer to what Mrs B has said or what EIC has said, it should also be taken to include things said on their behalf. What happened Th... (4 pages)View decision -
Decision Reference DRN-5274375
31 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5274375 The complaint Miss M is unhappy that Bank of Scotland plc, trading as Halifax, reduced her credit limit and didn’t inform her that they had done. What happened Miss M has a credit account with Halifax. In May 2024, Miss M called Halifax and asked about using the card oversea... (3 pages)View decision -
Decision Reference DRN-4871103
31 Jan 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4871103 The complaint Mr C complains that American Express Services Europe Limited (“AESEL”) didn’t fairly deal with a claim he made under Section 75 (S75) of the Consumer Credit Act1974 (the ‘CCA’) in relation to a purchase he made with a supplier. What happened Mr C booked a holid... (3 pages)View decision -
Decision Reference DRN-5285053
31 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5285053 The complaint Mr A has complained that Lloyds Bank PLC (“Lloyds”) failed to protect him from falling victim to a scam and hasn’t refunded the money he lost. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. Bu... (5 pages)View decision -
Decision Reference DRN-5300930
31 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5300930 The complaint Mr B and Mrs B are unhappy the HSBC UK Bank Plc declined transactions they tried to make on their joint account while overseas. What happened Mr B and Mrs B were overseas and tried to make a series of purchases using their debit cards for their joint current ac... (2 pages)View decision -
Decision Reference DRN-5243344
31 Jan 2025 Aviva Insurance Limited UpheldInsuranceDRN-5243344 The complaint Mr and Mrs H are complaining on behalf of C – a limited company – about the way Aviva Insurance Limited has handled a claim C made on its commercial vehicle insurance policy. In particular they’re unhappy with the way the car was repaired. What happened C’s car... (3 pages)View decision
