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 120327 results
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Decision Reference DRN-3838016
2 Dec 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3838016 The complaint Mr L is unhappy that Lloyds Bank Plc didn’t send a faster payment to the correct bank account. What happened On 13 November 2021, Mr L made a faster payment of £400 to fund the purchase of a car he’d seen on a social media marketplace. But the beneficiary claimed ... (4 pages)View decision -
Decision Reference DRN-3611119
2 Dec 2022 Smart Currency Exchange Limited UpheldBanking and PaymentsDRN-3611119 The complaint K, a limited company, complains that Smart Currency Exchange Limited won’t refund the money it lost when it was the victim of a scam. What happened K is a limited company and, in April 2021, it contacted Smart Currency Exchange Limited (SCE) to arrange the payment... (3 pages)View decision -
Decision Reference DRN-3771375
2 Dec 2022 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-3771375 The complaint Mr A is unhappy Transunion International UK Limited recorded incorrect information about a loan on his credit file. What happened Mr A says in September 2019, he took out a loan with a bank I’ll refer to as “B”. Mr A says he checked his credit report through a web... (3 pages)View decision -
Decision Reference DRN-3826258
2 Dec 2022 Morses Club PLC UpheldConsumer CreditDRN-3826258 The complaint Mr W complains (through a representative) that Morses Club PLC (Morses) didn’t carry out proper affordability checks before it advanced his loans. What happened Mr W took at least 10 loans from Morses. However, due to the age of the first two loans neither Morses ... (6 pages)View decision -
Decision Reference DRN-3826077
2 Dec 2022 Evergreen Finance London Limited UpheldConsumer CreditDRN-3826077 Complaint Mr M has complained that Evergreen Finance London Limited (trading as “Money Boat”.co.uk) irresponsibly lent to him. Background Money Boat provided Mr M with a loan for £300 in October 2020. The loan was due to be repaid in three monthly instalments of £135.29. As I u... (5 pages)View decision -
Decision Reference DRN-3456967
1 Dec 2022 Interactive Investor Services Limited UpheldInvestmentsDRN-3456967 The complaint Mr D complains about Interactive Investor Services Limited (“Interactive”) refusing to allow him to continue to hold in his ISA an issue of American Depositary Shares (“ADSs”). He says Interactive has not been fair or customer friendly. Mr D doesn’t agree with Int... (5 pages)View decision -
Decision Reference DRN-3837766
1 Dec 2022 HSBC UK Bank Plc UpheldConsumer CreditDRN-3837766 The complaint Mr A complains that HSBC UK Bank Plc trading as Firstdirect (firstdirect) misinformed him about the early repayment of his personal loan. What happened In January 2019, Mr A took out a personal loan of £12,700 payable over 54 months with repayments of £253.35 per ... (3 pages)View decision -
Decision Reference DRN-3837579
1 Dec 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3837579 The complaint Mrs C complains about the way Bank of Scotland plc trading as Halifax handled a claim she made in respect of a purchase on her credit card. What happened Mrs C bought theme park tickets using her Halifax credit card from a travel agent (‘the supplier’) for use abr... (5 pages)View decision -
Decision Reference DRN-3828332
1 Dec 2022 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-3828332 The complaint Mrs S and Mr W have complained about how Chaucer Insurance Company Designated Activity Company (Chaucer) dealt with a claim under their home insurance policy. For ease, I will normally only refer to Mrs S, as she mainly dealt with the claim. References to Chaucer ... (2 pages)View decision -
Decision Reference DRN-3832853
1 Dec 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3832853 The complaint Mr M complains about overdraft interest applied to his account by Nationwide Building Society. Mr M also complains about the service provided when he called Nationwide. Mr M further complains that Nationwide approved a payment that took his account balance over th... (3 pages)View decision
