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 125400 results
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Decision Reference DRN-4303828
23 Nov 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4303828 The complaint Mr E complains that Bank of Scotland plc trading as Halifax (“Halifax”) unfairly handled his charge back request and a subsequent claim under section 75 of the Consumer Credit Act 1974 (“the CCA”) in respect of a holiday product he purchased using his credit card.... (5 pages)View decision -
Decision Reference DRN-4228306
23 Nov 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4228306 The complaint Mr G and Mrs K complain that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t refund them the money they lost when Mrs K fell victim to a scam. What happened Mr G and Mrs K hold a joint account with Halifax and are represented in this case. As Mrs K was i... (4 pages)View decision -
Decision Reference DRN-4379871
23 Nov 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4379871 Complaint Miss W is unhappy that Monzo Bank Ltd hasn’t reimbursed her after she fell victim to a scam. Background In December 2022, Miss W was targeted by a scam. She was contacted on a social messaging platform by someone who claimed to be working on behalf of a well-known rec... (4 pages)View decision -
Decision Reference DRN-4460280
23 Nov 2023 National Westminster Bank Plc UpheldMortgagesDRN-4460280 The complaint Mr and Mrs W complain that National Westminster Bank Plc instructed a basic valuation report instead of the Homebuyer report they’d requested. As a result, a number of defects with the property weren’t identified before Mr and Mrs W bought their home. What happene... (7 pages)View decision -
Decision Reference DRN-4465208
23 Nov 2023 First Data Europe Limited UpheldBanking and PaymentsDRN-4465208 The complaint A partnership which I’ll call ‘S’ complains that First Data Europe Limited (trading as Clover Merchant Services) didn’t set up their account correctly which has led to incorrect charges being applied to certain transactions. The complaint is brought on S’s behalf ... (4 pages)View decision -
Decision Reference DRN-4384585
23 Nov 2023 Startline Motor Finance Limited UpheldConsumer CreditDRN-4384585 The complaint Mr A is unhappy that a car supplied to him under a hire purchase agreement with Startline Motor Finance Limited was of an unsatisfactory quality. Mr A has been represented during the claim and complaint process by Ms W. For ease of reference, I will refer to any ... (4 pages)View decision -
Decision Reference DRN-3830283
23 Nov 2023 Shawbrook Bank Limited UpheldConsumer CreditDRN-3830283 The complaint Mr O has complained that Shawbrook Bank Limited (“Shawbrook”) rejected his claim against it under Section 75 of the Consumer Credit Act 1974. What happened Mr O bought a solar panel system (“the system”) for his home in 2016. The purchase was funded by a loan from... (3 pages)View decision -
Decision Reference DRN-4458443
23 Nov 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4458443 The complaint Mr A has complained that Bank of Scotland plc trading as Halifax (‘Halifax’) closed down his bank accounts without an explanation. He’d like an apology, compensation for his financial losses and for the stress he suffered as well as a detailed explanation as to wh... (3 pages)View decision -
Decision Reference DRN-4450982
23 Nov 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4450982 The complaint Miss F is unhappy that Casualty & General Insurance Company (Europe) Ltd (C&G) has only paid part of her pet insurance claim. Any reference to C&G includes the actions of its agent. What happened The circumstances of this complaint are well known to bo... (3 pages)View decision -
Decision Reference DRN-4300321
23 Nov 2023 Cambrian Associates Limited UpheldPensions and AnnuitiesDRN-4300321 The complaint Mr P has complained that Cambrian Associates Limited (CAL) gave him unsuitable advice to transfer his defined benefits from his occupational pension scheme (OPS) – the British Steel Pension Scheme (BSPS) – to a Personal Pension Policy (PPP). Mr P has also said tha... (7 pages)View decision
