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 162956 results
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Decision Reference DRN-5296003
30 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5296003 The complaint Miss J complains that Lloyds Bank PLC unreasonably closed her bank account, and registered a marker against her with the fraud prevention agency Cifas. She’d like this marker to be removed. What happened Miss J held a personal account with Lloyds. But in Octob... (4 pages)View decision -
Decision Reference DRN-5281928
30 Jan 2025 Specialist Lending Limited Not upheldConsumer CreditDRN-5281928 The complaint Mr G is unhappy that Specialist Lending Limited trading as “Duologi” declined a claim made under s.75 of the Consumer Credit Act 1974, in respect of spray foam insulation that was applied to his property. What happened In February 2021, Mr G agreed to purchase... (7 pages)View decision -
Decision Reference DRN-5236821
30 Jan 2025 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-5236821 The complaint Mrs M complains about the outcome of a claim she made to Ikano Bank AB (publ) (“Ikano”) about spray foam insulation that was applied to her property. This includes how the product was sold and installed and its suitability. Mrs M also complains that the finance... (5 pages)View decision -
Decision Reference DRN-4941916
30 Jan 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-4941916 The complaint Mr W is unhappy that a car supplied to him under a hire agreement with Lex Autolease Ltd was of an unsatisfactory quality. What happened In August 2023, Mr W was supplied with a new car through a hire agreement with Lex. He paid an initial rental of £2,831.65 ... (3 pages)View decision -
Decision Reference DRN-5217198
30 Jan 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5217198 The complaint Mr C and Ms K complain that Lloyds Bank PLC reduced their contractual monthly payments (“CMP”) due under a repayment mortgage when it recalculated the mortgage payments. Mr C and Ms K say that in doing so, the bank retrospectively cancelled overpayments they ha... (4 pages)View decision -
Decision Reference DRN-5297356
30 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5297356 The complaint Mr G and Ms S complained about the service provided by National Westminster Bank Plc trading as Ulster Bank (Ulster Bank) when they opened a joint savings account. What happened Mr G and Ms S wanted to open a joint account with Ulster Bank. Mr G was advised to ... (2 pages)View decision -
Decision Reference DRN-5246895
30 Jan 2025 Family Equity Plan Limited UpheldBanking and PaymentsDRN-5246895 The complaint Mr S is unhappy because he’s been unable to get online access his daughters Junior ISA (“JISA”), held with Family Equity Plan Limited (“FEP”), for several months. What happened In October 2023, Mr S set up a JISA for his daughter with FEP. The following month, ... (3 pages)View decision -
Decision Reference DRN-5136913
30 Jan 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5136913 The complaint Ms G is unhappy National Westminster Bank Plc (“NatWest”) won’t reimburse her for the money she lost when she fell victim to a safe account scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at ... (4 pages)View decision -
Decision Reference DRN-5220598
30 Jan 2025 Select Contracts Uk Limited Not upheldConsumer CreditDRN-5220598 The complaint Mr J complains about the service Select Contracts UK Limited trading as Select Car Leasing (“SCL”) provided after he placed an order for a new car. When I refer to what Mr J has said and what SCL has said, it should also be taken to include things said on thei... (4 pages)View decision -
Decision Reference DRN-5292110
30 Jan 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5292110 The complaint Miss L complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) ... (6 pages)View decision
