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 128312 results
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Decision Reference DRN-4949074
8 Aug 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4949074 The complaint Mr and Mrs N complain that Lloyds Bank Plc: • Mis-sold a business loan. • Did not offer them support when their business experienced financial difficulty. • Did not send them statements. • Prevented them from switching the account that serviced the loan. What h... (6 pages)View decision -
Decision Reference DRN-4952372
8 Aug 2024 Bank of Ireland (UK) Plc UpheldConsumer CreditDRN-4952372 The complaint Mr I complains that Bank of Ireland (UK) Plc unfairly terminated his loan and recorded a default on his credit file. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mr I had a loan with ... (4 pages)View decision -
Decision Reference DRN-4899564
8 Aug 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4899564 The complaint Mrs H is complaining about NewDay Ltd trading as John Lewis Partnership Card because it changed the process for accessing her account. She wants to go back to using the original process. What happened Mrs H has a credit card account with NewDay. Prior to June 2... (2 pages)View decision -
Decision Reference DRN-4936604
8 Aug 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4936604 The complaint Mrs K complains that Revolut Ltd unreasonably delayed in unblocking a payment, causing her to incur expenses. What happened Mrs K opened an account with Revolut on 25 January 2024. On 14 February she attempted to make a transfer to an account she held in anothe... (3 pages)View decision -
Decision Reference DRN-4879048
8 Aug 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4879048 The complaint Miss J and Miss H have complained that Nationwide Building Society (“Nationwide”) irresponsibly granted them an overdraft in July 2019 and then went on to increase the overdraft limits. What happened In July 2019 Miss J and Miss H was granted an overdraft of £... (3 pages)View decision -
Decision Reference DRN-4951391
8 Aug 2024 Plata Finance Limited UpheldConsumer CreditDRN-4951391 The complaint Mr B complains Plata Finance Limited (at the time trading as Zopa Limited) irresponsibly arranged a loan for him. Mr B’s complaint is being managed by a representative, but for ease I’ll refer to all submissions as though they are his own. What happened In Apr... (4 pages)View decision -
Decision Reference DRN-4949071
8 Aug 2024 Shawbrook Bank Limited UpheldBanking and PaymentsDRN-4949071 The complaint Mr L complains about delays by Shawbrook Bank Limited when processing an ISA transfer. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mr L had an existing fixed term ISA that was due to ... (3 pages)View decision -
Decision Reference DRN-4949873
8 Aug 2024 Evolution Money Limited UpheldMortgagesDRN-4949873 The complaint Mrs H and Mr H complain that Evolution Money Limited gave them misleading information about the loan they applied for which led to it being mis-sold. What happened Mrs H and Mr H were introduced to Evolution Money Limited (Evolution Money) in September 2022 and... (4 pages)View decision -
Decision Reference DRN-4886238
8 Aug 2024 Zopa Bank Limited UpheldBanking and PaymentsDRN-4886238 The complaint Mr M has complained Zopa Bank Limited lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2021 Mr M was told by Zopa that they were closing his credit card account. They also lodged a fraud-related marker on his re... (2 pages)View decision -
Decision Reference DRN-4900847
8 Aug 2024 Aviva Insurance Limited UpheldInsuranceDRN-4900847 The complaint Ms A is unhappy with the service Aviva Insurance Limited provided when making a claim on her private medical insurance policy. What happened Ms A has a private medical insurance policy through her employer. Aviva is the underwriter on the policy. In February 20... (4 pages)View decision