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 120469 results
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Decision Reference DRN-3663220
1 Sep 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3663220 The complaint Mr L complains that Bank of Scotland plc (BoS) trading as Halifax blocked his credit card whilst he was abroad. He is unhappy with the time taken to speak to someone about this. Mr L would like BoS to contact consumers when fraud is suspected. And would like more ... (2 pages)View decision -
Decision Reference DRN-3568872
1 Sep 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3568872 The complaint Miss M is unhappy because Metro Bank PLC (‘Metro’) did not reimburse the money she transferred to a fraudster. What happened Miss M says that for some months she had followed someone on a social media platform. I’ll refer to this person as A. A posted something ab... (6 pages)View decision -
Decision Reference DRN-3645933
1 Sep 2022 Close Brothers Limited UpheldConsumer CreditDRN-3645933 The complaint Mr Z and Ms G complain about the quality of a car supplied by Close Brothers Limited (“CBL”) trading as Motor Finance. What happened In February 2021 Mr Z and Ms G entered into a conditional sale agreement with CBL for a used car. The car was just under nine years... (8 pages)View decision -
Decision Reference DRN-3358288
1 Sep 2022 East End Fair Finance Limited UpheldConsumer CreditDRN-3358288 The complaint Mr W is unhappy that East End Fair Finance Limited trading as Fair Finance (FF) provided him with a loan that he couldn’t afford to repay. What happened In August 2020, Mr W took out a loan with FF of £500, repayable over 12 months. The APR was 188%, the monthly r... (4 pages)View decision -
Decision Reference DRN-3480793
1 Sep 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3480793 The complaint Mrs W complains that Lloyds Bank PLC (Lloyds) did not reimburse the money she transferred to a fraudster. What happened What Mrs W says Mrs W provided some details, including her sort code and account number, and paid for a Covid passport in response to a phishing... (7 pages)View decision -
Decision Reference DRN-3584232
1 Sep 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3584232 The complaint Mr D and Mr R complain that AXA Insurance UK Plc has unfairly declined their travel insurance claim. What happened Mr D and Mr R have travel insurance as a benefit with their bank account. This insurance is provided by AXA. In June 2021, Mr D and Mr R took a trip ... (3 pages)View decision -
Decision Reference DRN-3613773
1 Sep 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3613773 The complaint Miss W complains that Lloyds Bank PLC allowed someone to fraudulently remove money from her account. What happened In 2012 Miss W met a man, Mr C, who said he could help her manage her finances. Over the following years Miss W and Mr C started to form a relationsh... (3 pages)View decision -
Decision Reference DRN-3635423
31 Aug 2022 ITI Capital Limited UpheldInvestmentsDRN-3635423 The complaint Mr L complains about how ITI Capital Limited (“ITI Capital”) administered his investment accounts. What happened Mr L says ITI Capital is responsible for him never having proper access to his accounts – in particular his ISA – and for a delay in transferring them.... (3 pages)View decision -
Decision Reference DRN-3512994
31 Aug 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3512994 The complaint Mr and Mrs T have complained that Shawbrook Bank Limited (“Shawbrook”) rejected their claim against it under sections 56 and 75 of the Consumer Credit Act 1974 in relation to their purchase of some solar panels. Mr and Mrs T are represented by a claims management ... (3 pages)View decision -
Decision Reference DRN-3615461
31 Aug 2022 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. UpheldInsuranceDRN-3615461 The complaint Mrs H complains that Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. (Mapfre) declined her travel insurance claim and about its service. My references to Mapfre include its agents. Mrs H is represented by her father in her claim to Mapfre a... (3 pages)View decision
