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 119142 results
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Decision Reference DRN-3105687
24 Mar 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3105687 Complaint Mr M is unhappy that Lloyds Bank PLC didn’t refund him the money he lost to a scam. Background Mr M has an account with Lloyds. In March 2020, he was cold called by someone who persuaded him to invest his money in cryptocurrency. The caller told him they could trade i... (3 pages)View decision -
Decision Reference DRN-3311833
24 Mar 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3311833 The complaint Mrs K complained that AvantCredit of UK, LLC lent to her irresponsibly and provided her with unaffordable lending. What happened AvantCredit provided loans to Mrs K as follows: Date taken Capital loan amount Term Typical monthly repayment Total amount repayable Lo... (4 pages)View decision -
Decision Reference DRN-3392517
24 Mar 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3392517 The complaint Mr S has complained about the way Great Lakes Insurance SE (‘Great Lakes’) has dealt with his claim. All reference to Great Lakes includes its agents. What happened Mr S had a group income protection insurance policy, underwritten by Great Lakes. He made a claim b... (2 pages)View decision -
Decision Reference DRN-3385165
24 Mar 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3385165 The complaint Mr B complains that he needs to have a mobile phone to use Santander UK Plc’s online banking services. He’s told us that his lifestyle does not require a mobile phone. He thinks it’s unfair of Santander to deny him access to online banking services because of this... (10 pages)View decision -
Decision Reference DRN-3393328
24 Mar 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3393328 The complaint Ms K complaints that HSBC UK Bank Plc won’t refund money she lost when she fell victim to a scam. What happened In February 2019, Ms K was contacted by someone claiming to be from HMRC, but it turned out this person was a scammer. Ms K says the caller told her tha... (11 pages)View decision -
Decision Reference DRN-3390643
24 Mar 2022 Unum Ltd UpheldInsuranceDRN-3390643 The complaint Mr A is unhappy Unum Ltd declined his claim on his income protection policy. What happened Mr A is a dentist. He became unwell and signed off work from 27 May 2019 due to anxiety and depression. So he made a claim on his income protection policy which would pay a ... (3 pages)View decision -
Decision Reference DRN-3382055
24 Mar 2022 PSA Finance UK Limited UpheldConsumer CreditDRN-3382055 The complaint Mr F complains about the quality of a car supplied to him by PSA Finance UK Limited (“PSA”). What happened Mr F is represented in his complaint by his partner, who I will refer to as “Ms W”. In September 2019 Mr F entered into a hire purchase agreement with PSA. U... (8 pages)View decision -
Decision Reference DRN-3206943
24 Mar 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3206943 The complaint Mr L complains that Loans 2 Go Limited lent to him in an irresponsible manner. What happened Mr L was given two loans by Loans 2 Go. He first borrowed £750 in August 2018 and agreed to repay the loan in 18 monthly instalments. Around seven months later Mr L refina... (3 pages)View decision -
Decision Reference DRN-3359432
24 Mar 2022 TM Advances Limited UpheldConsumer CreditDRN-3359432 The complaint Mr L complains that TM Advances Limited (TM) lent him money on a high interest loan which he was unable to afford to repay. What happened Mr L was provided by TM with a loan on 11 October 2019, for £3,000 repayable at the rate of £249 a month over 40 months. He re... (4 pages)View decision -
Decision Reference DRN-3394711
24 Mar 2022 Elevate Portfolio Services Limited UpheldInvestmentsDRN-3394711 The complaint Mr K complains that Elevate Portfolio Services Limited, trading as Elevate, failed to fully encash his individual savings account (ISA) in good time, and this caused him a financial loss and distress. What happened In January 2020, Mr K wrote to Elevate and asked ... (4 pages)View decision
