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 121115 results
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Decision Reference DRN-4178143
11 Sep 2023 Close Brothers Limited UpheldConsumer CreditDRN-4178143 The complaint Mr P has complained about the quality of a scooter he acquired through a finance agreement with Close Brothers Limited, trading as Close Brothers Motor Finance. What happened In November 2021, Mr P entered into a finance agreement for a scooter. He paid a deposit ... (3 pages)View decision -
Decision Reference DRN-4343547
11 Sep 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4343547 The complaint A company, which I’ll refer to as B, complains about how Bank of Scotland plc managed B’s request to release a charge on a property, including the new guarantees sought by the bank and the fees which became payable. Mr C, a director of B, brings the complaint on B... (7 pages)View decision -
Decision Reference DRN-4343543
11 Sep 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4343543 The complaint Mr B, Mr C and Mr C are business partners. They complain about how Bank of Scotland plc managed a request to release a charge on a property they jointly owned, including the new security sought by the bank to support their loan. The partners are also directors of ... (7 pages)View decision -
Decision Reference DRN-4343600
11 Sep 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4343600 The complaint Mr M and Mrs M have complained that Lloyds Bank General Insurance Limited (Lloyds) unfairly declined a claim under a home insurance policy. As Mr M mainly dealt with the claim and complaint, I will normally only refer to him. What happened Mr M contacted Lloyds to... (3 pages)View decision -
Decision Reference DRN-4342270
11 Sep 2023 Aviva Equity Release UK Limited UpheldMortgagesDRN-4342270 The complaint Mr and Mrs R complain that Aviva Equity Release UK Limited imposed unfair conditions on their lifetime mortgage offer after they had already paid for a property valuation. What happened In October 2021, Mr and Mrs R applied for a lifetime mortgage with Aviva via a... (4 pages)View decision -
Decision Reference DRN-3929717
11 Sep 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3929717 The complaint Mr G is a sole trader. He complains about HSBC UK Bank Plc’s actions when it closed his accounts and terminated a Bounce Back Loan (BBL). Specifically, he complains that the bank unfairly applied a Cifas marker against his name. What happened In June 2020 Mr G suc... (4 pages)View decision -
Decision Reference DRN-4343562
11 Sep 2023 Medicash Health Benefits Limited UpheldInsuranceDRN-4343562 The complaint Ms S complains about how Medicash Health Benefits Limited dealt with her claim against her employer’s group healthcare cash plan. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In summary, Ms ... (3 pages)View decision -
Decision Reference DRN-4328672
11 Sep 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4328672 The complaint Miss W complains about Advantage Insurance Company Limited’s handling of her car insurance claim. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Miss W has car insurance underwritten by Adva... (4 pages)View decision -
Decision Reference DRN-4095836
11 Sep 2023 Wise Payments Limited UpheldBanking and PaymentsDRN-4095836 The complaint A company, which I’ll refer to as S, complains that Wise Payments Limited (‘Wise’) won’t refund the money it lost in a scam. Ms B and Ms A, who are directors of S, bring the complaint on S’s behalf. What happened S had used a supplier I’ll refer to in this decisio... (3 pages)View decision -
Decision Reference DRN-4302344
11 Sep 2023 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4302344 The complaint A company, which I’ll refer to as B, complain that Advanced Payment Solutions Limited trading as Cashplus Bank won’t refund an unauthorised payment taken from their account. Mr B, a director of B, brings this complaint on B’s behalf. What happened The details of t... (3 pages)View decision
