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-5003289
28 Jan 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5003289 The complaint Mr B complains that TSB Bank plc terminated his Bounce Back Loan (BBL) and didn’t agree to a repayment plan, then passed the collection of the debt to an agency. What happened Mr B runs a business and in May 2020, he successfully applied for a £50,000 BBL from ... (3 pages)View decision -
Decision Reference DRN-5205096
28 Jan 2025 esure Insurance Limited UpheldInsuranceDRN-5205096 The complaint Mr H complains about how esure Insurance Limited dealt with a claim against his motor insurance policy. Reference to esure includes its agents. What happened Mr H took out motor insurance underwritten by esure and paid an additional premium for hire car cover.... (3 pages)View decision -
Decision Reference DRN-4922898
28 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4922898 The complaint Mr R complained because Monzo Bank Ltd refused to refund him for multiple payments abroad, which he said he didn’t authorise. What happened On 6 March 2024, a new token, for a mobile payment service, was set up on Mr R’s Monzo account. To do this, the person s... (4 pages)View decision -
Decision Reference DRN-5200542
28 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5200542 The complaint Ms F complains about the way Bank of Scotland plc handled her claim under section 75 of the Consumer Credit Act 1974 (“section 75”). Her complaint includes that the bank did not accept and pay the claim. Bank of Scotland operates in this case under its Halifax ... (3 pages)View decision -
Decision Reference DRN-5140198
28 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5140198 The complaint Mr A complains that HSBC UK Bank Plc restricted his account for over year. What happened Mr A had an account with HSBC. In June 2022, HSBC carried out a review of the account – it says it needed to contact Mr A to update his details. But Mr A was abroad at the ... (3 pages)View decision -
Decision Reference DRN-4836349
28 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4836349 The complaint Mr E complains that Lloyds UK Bank PLC (‘Lloyds’) won’t refund money he lost when he says he fell victim to a scam. What happened Mr E says that he was persuaded to invest with a company I’ll refer to as H in my decision. H was a private rental development com... (4 pages)View decision -
Decision Reference DRN-5187851
28 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5187851 The complaint Mrs M complains that Bank of Scotland plc (trading as Halifax) didn’t protect her from an investment scam. Mrs M is being supported in making her complaint by a representative. But for ease, I’ll only refer to Mrs M in this decision. What happened Mrs M’s husba... (5 pages)View decision -
Decision Reference DRN-5226310
28 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5226310 The complaint Mr H complains about Lloyds Bank PLC (Lloyds) when they blocked his account, and the subsequent service they provided. What happened In June 2024, Mr H was having issues with some online transactions which were flagged by the computer systems used by Lloyds. T... (3 pages)View decision -
Decision Reference DRN-5276670
28 Jan 2025 Western Provident Association Limited Not upheldInsuranceDRN-5276670 The complaint Mr and Mrs M are unhappy that Western Provident Association Limited (WPA) have declined a claim they made on a group private medical insurance policy. What happened Mr M is a member of his employer’s group income protection policy. The policy covers Mr and Mrs ... (3 pages)View decision -
Decision Reference DRN-5171384
28 Jan 2025 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-5171384 The complaint Mr J complains Capquest Debt Recovery Limited have contacted him to repay a debt which isn’t his. What happened Mr J received a letter from Capquest dated 3 August 2023 talking about an outstanding debt. Sadly, Mr J has been dealing with these issues since 200... (2 pages)View decision
