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 365917 results
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Decision Reference DRN-5217148
24 Jan 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5217148 The complaint Mrs W has complained that Capital One (Europe) plc won’t refund a transaction she says she didn’t authorise. What happened Mrs W and a friend wanted to stay in a cottage. The friend made the booking, and Mrs W provided her Capital One credit card details to the... (3 pages)View decision -
Decision Reference DRN-5242074
24 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5242074 The complaint Mr S complains that Lloyds Bank Plc won’t refund him after he was the victim of a scam. Mr S is represented by a professional representative, but for ease of reading I’ll refer only to Mr S. What happened The background to this complaint is well known to the ... (3 pages)View decision -
Decision Reference DRN-5286094
24 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5286094 The complaint Miss K complains that HSBC UK Plc hasn’t refunded her after she reported falling victim to a scam. What happened The background to this complaint is well-known to both parties and so my summary of events here will be brief. In January 2023 Miss K was contacted ... (2 pages)View decision -
Decision Reference DRN-5194005
24 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5194005 The complaint Mr S complains that Lloyds Bank Plc (Lloyds) won’t refund him the money he lost in a work tasks scam. Mr S is being represented by a third-party, but for ease of reference I’ll refer to Mr S only. What happened Mr S was contacted about a job through a popular ... (4 pages)View decision -
Decision Reference DRN-4842908
24 Jan 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-4842908 The complaint Mr R complains that Oodle Financial Services Limited trading as Oodle Car Finance (“Oodle”) has misreported information about his hire purchase agreement to credit reference agencies. What happened Mr R entered into a hire purchase agreement with Oodle in May 2... (3 pages)View decision -
Decision Reference DRN-4801934
24 Jan 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4801934 The complaint Mr S complains about a car that he acquired using a hire purchase agreement with Mercedes-Benz Financial Services UK Limited (“MBFS”). He says it wasn’t of satisfactory quality when it was supplied to him. What happened In March 2022, Mr S entered into a hire p... (3 pages)View decision -
Decision Reference DRN-4645593
24 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4645593 The complaint Mr S complains that Wise Payments Limited (Wise) won’t refund him after he was the victim of a job scam. Mr S is represented by a third-party, but for ease of reading I’ll refer to Mr S only. What happened The background to this complaint is already well know... (4 pages)View decision -
Decision Reference DRN-5284873
24 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5284873 The complaint Miss W has complained that HSBC UK Bank Plc (“HSBC”) failed to protect her from falling victim to a romance scam, and hasn’t refund the money she lost. What happened I issued a provisional decision (“PD”) in relation to this complaint earlier this month in whi... (9 pages)View decision -
Decision Reference DRN-4997293
24 Jan 2025 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-4997293 The complaint Mr and Mrs P are unhappy about how AA Underwriting Insurance Company dealt with their claim following an escape of water in their home. They’re unhappy with the length of time it took to progress their claim, the amount they’ve been offered as a cash settlement... (7 pages)View decision -
Decision Reference DRN-5217505
24 Jan 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5217505 The complaint Mr and Mrs B complained about the length of time it took Lloyds Bank General Insurance Limited (“Lloyds”) to review and validate their claim, before voiding their policy for misrepresentation. Mr and Mrs B felt the service they received was poor. Lloyds were th... (4 pages)View decision
