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 125399 results
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Decision Reference DRN-4794695
12 Jun 2024 Hastings Insurance Services Limited UpheldInsuranceDRN-4794695 The complaint Miss L and her mother Ms C complain that Hastings Insurance Services Limited (“Hastings”) mishandled a motor insurance policy. What happened Ms C was born in the late 1950’s outside the UK. She became resident in the UK in the late 1970’s. In late April 2022, Miss... (4 pages)View decision -
Decision Reference DRN-4845291
12 Jun 2024 Lloyds Bank PLC UpheldMortgagesDRN-4845291 The complaint Mr and Mrs E complain about what happened when they tried to refix their mortgage with Lloyds Bank PLC. They said the online system was out of action for several days, and they didn’t have time for an advised appointment. What happened Mr and Mrs E hold a mortgage... (3 pages)View decision -
Decision Reference DRN-4814933
12 Jun 2024 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-4814933 The complaint Mr S complains about the quality of a car he acquired through a hire purchase agreement financed by Toyota Financial Services (UK) PLC trading as Redline Finance (Toyota). What happened In March 2023 Mr S acquired a used car through a hire purchase agreement fina... (4 pages)View decision -
Decision Reference DRN-4819626
12 Jun 2024 TSB Bank plc UpheldMortgagesDRN-4819626 The complaint Miss K complained that since September 2022, she had been unable to make payments to her mortgage with TSB Bank plc trading as Whistletree, using a debit card. She said the problem was with Whistletree, it was costing her time and money, and causing stress. What h... (7 pages)View decision -
Decision Reference DRN-4632344
12 Jun 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4632344 The complaint Mrs R complains National Savings and Investments (NS&I) didn’t allow her to access her money. What happened Mrs R had money in two NS&I accounts and lives overseas. Mrs R tried to access her NS&I accounts online and had some problems. Mrs R says she wa... (2 pages)View decision -
Decision Reference DRN-4847776
12 Jun 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4847776 The complaint Mrs S is unhappy that Revolut Ltd won’t reimburse money she lost to a scam. What happened On 8 May 2024, I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any more evidence and arguments before I issued my final ... (13 pages)View decision -
Decision Reference DRN-4847826
12 Jun 2024 Computershare Investor Services Plc UpheldInvestmentsDRN-4847826 The complaint Mr O has complained that Computershare Investor Services Plc (‘CIS’) misinformed him about action required on his save as you earn (‘SAYE’) share save scheme after he was made redundant by his employer. He would like to be compensated for this. Mr O has also compl... (9 pages)View decision -
Decision Reference DRN-4785055
12 Jun 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4785055 The complaint Ms N is unhappy that Revolut Ltd won’t reimburse money she lost as a result of a scam. What happened On 5 May 2024, I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any more evidence and arguments before I issue... (9 pages)View decision -
Decision Reference DRN-4847566
11 Jun 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4847566 The complaint Miss I has complained that Lloyds Bank PLC won’t refund the money she lost after falling victim to a scam. What happened Miss I was recommended a cryptocurrency investment firm by a friend. She said she did not do any further research. In early 2023, Miss I made a... (4 pages)View decision -
Decision Reference DRN-4847524
11 Jun 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4847524 The complaint Mrs S has complained that Metro Bank PLC won’t refund the money she lost after falling victim to a scam. What happened In late 2023, Mrs S was cold called by a scammer from a UK number she didn’t recognise. The scammer sounded like a family member of hers from Asi... (4 pages)View decision
