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 128535 results
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Decision Reference DRN-4100472
25 Aug 2023 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4100472 The complaint Mrs K complains that the car she acquired financed through a hire purchase agreement with Mercedes-Benz Financial Services UK Ltd (MBFS) wasn't of satisfactory quality. What happened The details of this complaint are well known to both parties and have been s... (3 pages)View decision -
Decision Reference DRN-4316433
25 Aug 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4316433 The complaint Mr and Mrs B have complained that Great Lakes Insurance SE (‘Great Lakes’) unfairly declined their claim. What happened Mr and Mrs B bought a travel insurance policy, underwritten by Great Lakes. They went abroad and on their return to the UK, they were delayed du... (2 pages)View decision -
Decision Reference DRN-4318627
25 Aug 2023 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4318627 The complaint Mr H complains that The Royal Bank of Scotland Plc (RBS) provided him with poor customer service in relation to refunds under the Direct Debit Guarantee (DDG) scheme. What happened Mr H says that he asked RBS to refund money under the DDG scheme he paid to a compa... (4 pages)View decision -
Decision Reference DRN-4284800
25 Aug 2023 Lendable Ltd UpheldConsumer CreditDRN-4284800 The complaint Miss H has complained Lendable Ltd is holding her liable for a personal loan she didn’t take out. What happened A loan with Lendable for £15,000 was taken out in Miss H’s name on 22 September 2021. This was used to pay a credit card debt on 11 October 2021. At the... (3 pages)View decision -
Decision Reference DRN-4169780
25 Aug 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4169780 The complaint Miss M has complained HSBC UK Bank plc won’t refund £2,000 for a payment she didn’t make. What happened Whilst in a nightclub Miss M had her phone stolen, along with her national ID and her debit card with another bank (who I’ll call R). A week later Miss M receiv... (3 pages)View decision -
Decision Reference DRN-4318317
25 Aug 2023 Wirecard Card Solutions Limited UpheldBanking and PaymentsDRN-4318317 The complaint Mr D complains Wirecard Card Solutions Limited, trading as “Pockit”, restricted and closed his account and returned all the money held in it to the source accounts. To put things right, Mr D wants Pockit to return his funds and pay compensation for the distress an... (5 pages)View decision -
Decision Reference DRN-4121197
25 Aug 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4121197 The complaint Mr S complains Barclays Bank UK PLC refused to refund a large number of payments he didn’t make on his current account. He wants Barclays to refund those payments. What happened I summarised the background facts behind Mr S’ complaint in my provisional decision. I... (6 pages)View decision -
Decision Reference DRN-4317546
24 Aug 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4317546 The complaint Mr R is unhappy with the service he received from Bank of Scotland plc, trading as Halifax, surrounding transfers he wanted to make from his account. What happened Mr R wanted to make a series of transfers from his account. Some of these transfers were flagged by ... (2 pages)View decision -
Decision Reference DRN-4268671
24 Aug 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4268671 The complaint Miss N has complained about the service provided by Lloyds Banks General Insurance Limited (‘Lloyds’) under her home insurance policy. For the avoidance of doubt, the term Lloyds, also includes its contractors, loss adjusters, agents, and representatives. What hap... (4 pages)View decision -
Decision Reference DRN-4285512
24 Aug 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4285512 The complaint Mr J complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In early 2013, Mr J was contacted by a re... (42 pages)View decision