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-4291740
11 Aug 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4291740 The complaint Mr C complains that Lloyds Bank PLC (Lloyds) wouldn’t refund money he lost in a scam. What happened What Mr C says: Mr C contacted what he thought was a legitimate bitcoin company after he saw an advertisement. He left his contact details and the company called hi... (6 pages)View decision -
Decision Reference DRN-4275633
11 Aug 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4275633 The complaint Mrs and Mr G complain that Clydesdale Bank Plc trading as Virgin Money provided them with poor customer service. What happened Mrs and Mr G hold a joint current account with Virgin Money (which was previously operated by another bank), which operates on an either ... (5 pages)View decision -
Decision Reference DRN-4051833
11 Aug 2023 Vodafone Limited UpheldConsumer CreditDRN-4051833 The complaint Mr R has complained about the way Vodafone Limited administered a fixed sum loan agreement. What happened The events of the complaint are well known to both parties, so I’m not going to go over everything again in detail. But in summary: Mr R bought a mobile phon... (3 pages)View decision -
Decision Reference DRN-4269529
11 Aug 2023 HDI Global Specialty SE UpheldInsuranceDRN-4269529 The complaint Miss P has complained about the way HDI Global Specialty SE (“HDI”) have handled a claim she made under her home insurance policy. For simplicity I will just refer to HDI, but this includes its agents. What happened The details of this complaint are well known to ... (2 pages)View decision -
Decision Reference DRN-4229834
11 Aug 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4229834 The complaint Mr H and Ms I complain that HSBC UK Bank Plc won’t refund the money they lost when they were the victims of a scam. What happened In December 2021, Mr H received a text message from a number he’d never been contacted by before. It appeared to be wrong number and i... (8 pages)View decision -
Decision Reference DRN-4250748
11 Aug 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4250748 The complaint Mr Z complains about Liverpool Victoria Insurance Company Limited (“LV”) and their decision to decline the claim he made on his motor insurance policy, before also avoiding the policy he held. What happened In early October 2022, Mr Z took out a motor insurance po... (5 pages)View decision -
Decision Reference DRN-4172584
11 Aug 2023 Lendable Ltd UpheldConsumer CreditDRN-4172584 The complaint Mr M complains that Lendable Ltd lent to him irresponsibly six times over three years from 2019. What happened Using information from Lendable’s records, here is a loan table of the approved loans: Loan Date taken Amount Term Monthly repayment Capital paid Mr M Da... (7 pages)View decision -
Decision Reference DRN-4249747
11 Aug 2023 Phoenix Life Limited UpheldInvestmentsDRN-4249747 The complaint Mr and Mrs C’s complaint relates to a mortgage endowment policy they hold with Phoenix Life Limited. They are unhappy that they didn’t receive correspondence from Phoenix about their policy, including the fact that it was transferred from the original provider to ... (4 pages)View decision -
Decision Reference DRN-4035810
10 Aug 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4035810 The complaint Mr M and Mrs M complain about delays by Barclays Bank UK PLC in applying a new product rate to their buy to let mortgage. They ask for compensation. Mr M has dealt with the complaint. What happened Mr and Mrs M’s interest rate product was due to expire on 3 Septem... (2 pages)View decision -
Decision Reference DRN-4084212
10 Aug 2023 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4084212 The complaint Mr P complains about a car he bought under a hire purchase agreement with Mercedes- Benz Financial Services UK Limited (“MBFS”). What happened In September 2022 Mr P acquired a brand new car under a hire purchase agreement with MBFS (“the agreement”). Eight weeks ... (2 pages)View decision
