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 361839 results
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Decision Reference DRN-5107541
2 Dec 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-5107541 The complaint X complains that Metro Bank PLC closed his account and registered a CIFAS marker against his name, as a result of which he is unable to open a new account. CIFAS is the UK’s main prevention service. What happened X had an account with CIFAS. On 8 January 2024 s... (2 pages)View decision -
Decision Reference DRN-4829771
2 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4829771 The complaint Mrs H complains that Lloyds Bank PLC rejected her claim under s.75 Consumer Credit Act 1975 (“s.75”) in respect of faulty goods. What happened In 2022 Mrs H bought goods online which turned out to be faulty. I believe they were replaced twice, but none of them ... (2 pages)View decision -
Decision Reference DRN-5182956
2 Dec 2024 Barclays Bank UK PLC UpheldMortgagesDRN-5182956 The complaint Miss H’s complaint is against Barclays Bank UK PLC and can be summarised as follows. There was a delay by Barclays in replying to her Data Subject Access Request (DSAR) during the course of a separate complaint she’d raised both with Barclays and with the Fi... (8 pages)View decision -
Decision Reference DRN-5160275
2 Dec 2024 Leeds Building Society Not upheldMortgagesDRN-5160275 The complaint Mr R and Miss D complain that Leeds Building Society didn’t warn them how difficult and expensive it would be to change their Buy To Let mortgage back to a residential mortgage, after they’d spent some time renting out their former home. What happened Mr R and ... (3 pages)View decision -
Decision Reference DRN-4984055
2 Dec 2024 ReAssure Limited Not upheldPensions and AnnuitiesDRN-4984055 The complaint Mr W complains about the service he received from ReAssure Limited trading as ReAssure (ReAssure) in relation to the administration of his stakeholder personal pension (SPP). What happened Mr W explains that his employer made a lump sum contribution into his S... (7 pages)View decision -
Decision Reference DRN-4760931
2 Dec 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4760931 The complaint Miss T complains that Bank of Scotland plc (trading as Halifax) placed her account in debt after she paid a cheque into her account which was unpaid by the drawing bank. She is also unhappy that Halifax closed her account. What happened The detailed background... (4 pages)View decision -
Decision Reference DRN-5138571
2 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5138571 The complaint Mr S complains that Bank of Scotland plc trading as Halifax didn’t do enough to protect him from the financial harm caused by a job scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complain... (4 pages)View decision -
Decision Reference DRN-5182712
2 Dec 2024 PayPal UK Ltd UpheldBanking and PaymentsDRN-5182712 The complaint Mr B complains about how PayPal UK Ltd is reporting his PayPal Credit account to Credit Reference Agencies (CRAs). What happened Mr B has a PayPal Credit account. In February 2024 Mr B raised a claim through PayPal’s Resolution Centre about a purchase and it re... (4 pages)View decision -
Decision Reference DRN-5088266
2 Dec 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5088266 The complaint Mr C has complained that AXA Insurance UK Plc (AXA) unfairly dealt with a claim under a home insurance policy. What happened Mr C made a claim for an escape of water. During the claim, Mr C paid a door company for the materials and labour for repairs to some d... (2 pages)View decision -
Decision Reference DRN-4900146
2 Dec 2024 Healthcare Finance Limited Not upheldConsumer CreditDRN-4900146 The complaint Mr V complains that Healthcare Finance Limited won’t refund him his money for dental aligner treatment. What happened In August 2022 Mr V used finance provided by Healthcare Finance Limited (HFL for short) to pay for the provision of bespoke ... (4 pages)View decision
