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-4349025
14 Sep 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4349025 The complaint Mr H is unhappy that Lloyds Bank PLC (“Lloyds”) has not refunded him after he became the victim of a romance scam. Mr H is represented by his daughter - Mrs R. What happened The circumstances that led to this complaint are well known to both parties, so I won’t re... (6 pages)View decision -
Decision Reference DRN-4283510
14 Sep 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4283510 The complaint Mr E complains National Westminster Bank Plc blocked and later closed his account. He suffered distress and inconvenience. He would like compensation and a reason for the closure. What happened Mr E had accounts with NatWest. On 6 June Mr E found out he didn’t hav... (3 pages)View decision -
Decision Reference DRN-4320013
14 Sep 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4320013 The complaint Miss C complains that Creation Financial Services Limited unfairly closed her account, didn’t credit her points, a free night stay voucher or refund the annual fee. She also says Creation gave her misleading information during a phonecall. She’d like her benefits ... (3 pages)View decision -
Decision Reference DRN-4231060
14 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4231060 The complaint Mrs D, Miss M, Mr W and Mr W have complained about Admiral Insurance (Gibraltar) Limited. They aren’t happy about the way it dealt with the renewal of their multi-car and house insurance policy. As Mr W has mainly advanced this complaint I will refer to him throug... (2 pages)View decision -
Decision Reference DRN-4262393
14 Sep 2023 ZOTTO LTD UpheldBanking and PaymentsDRN-4262393 The complaint A company I’ll call C complains that Zotto Limited (Zotto) blocked its account and withheld the balance of £42,926.78 and €119.30, before deducting £31,873.80 when it eventually returned the money, saying the difference represented fines it had incurred because of... (5 pages)View decision -
Decision Reference DRN-4315397
14 Sep 2023 Quickly Finance Limited UpheldClaims ManagementDRN-4315397 The complaint Mrs L complains that Quickly Finance Limited trading as Fast Track Reclaim (FTR) are unfairly asking her to pay a fee for not sending to them a final response letter from her lender about a payment protection insurance (PPI) complaint. Mrs L is represented by Mr S... (4 pages)View decision -
Decision Reference DRN-4336077
14 Sep 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4336077 Complaint Mr H has complained that Loans 2 Go Limited (“L2G”) provided him with an unaffordable loan. Background L2G provided Mr H with a loan of £1,000.00 in March 2021. This loan had an APR of 770% and an 18-month term. This all meant the total amount repayable of £3.700.08, ... (4 pages)View decision -
Decision Reference DRN-4335743
14 Sep 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4335743 Complaint Miss H has complained about loans Madison CF UK Limited (trading as “118 118 Money”) provided to her. She says the loans were unaffordable and shouldn’t have been lent. Background 118 118 Money provided Miss H with an initial loan for £1,000.00 in February 2019. This ... (3 pages)View decision -
Decision Reference DRN-4298442
14 Sep 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4298442 The complaint Miss P complains that Metro Bank PLC (‘Metro’) won’t refund money she lost after falling victim to a scam. What happened In 2017, Miss P fell victim to a romance scam and as a result made two payments from her Metro account – both were made on 14 August 2017 and w... (3 pages)View decision -
Decision Reference DRN-4309545
13 Sep 2023 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4309545 The complaint Mr L complains that Scottish Widows Limited (SWL) delayed processing his pension switch request. He also says that they gave him an inaccurate pension valuation, incorrectly informed him of the need to take financial advice and gave him incorrect information about... (8 pages)View decision
