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 121074 results
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Decision Reference DRN-3371926
28 Mar 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3371926 The complaint Mr and Mrs O complain about Metro Bank PLC’s actions when reviewing and subsequently closing their account. What happened Mr and Mrs O opened an account with Metro in September 2020. Metro carried out a review on the account and in January 2021, decided to end the... (3 pages)View decision -
Decision Reference DRN-3325973
28 Mar 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3325973 The complaint Miss N is complaining about the end of contract charges made by Mercedes-Benz Financial Services Limited (“MBFS”) when she returned her hire car at the end of its contract. What happened Miss N entered into a hire agreement with MBFS in June 2017 for a new car. Wh... (6 pages)View decision -
Decision Reference DRN-3290230
28 Mar 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3290230 The complaint Mr and Mrs S complain about Santander UK Plc’s actions when closing their bank account. What happened Mr and Mrs S held an account with Santander. Around late 2020, Santander asked Mr and Mrs S for information relating to ‘Know Your Customer’ (KYC) checks. At firs... (3 pages)View decision -
Decision Reference DRN-3256846
28 Mar 2022 Close Brothers Limited UpheldConsumer CreditDRN-3256846 The complaint Mr S complains that a car acquired with finance from Close Brothers Limited (CB) wasn’t of satisfactory quality. What happened In May 2021 Mr S was supplied with a car and entered into a conditional sale agreement with CB. Mr S experienced issues with the car with... (3 pages)View decision -
Decision Reference DRN-3398423
28 Mar 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3398423 The complaint Mrs B complains that Bank of Scotland plc (trading as Halifax) won’t reimburse money she lost when she says she fell victim to a binary options investment scam. What happened Mrs B was cold called by a representative of 365 binary options. The caller told her tha... (3 pages)View decision -
Decision Reference DRN-3355899
28 Mar 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3355899 The complaint A company, which I’ll refer to as P, complains about how HSBC UK Bank Plc handled its applications for a Bounce Back Loan. P’s director, Mr Z, brings the complaint on its behalf. What happened P applied for a Bounce Back Loan in May 2020. In the weeks that follow... (3 pages)View decision -
Decision Reference DRN-3328239
28 Mar 2022 Building Block Insurance PCC Ltd UpheldInsuranceDRN-3328239 The complaint Mrs A said Building Block Insurance PCC Ltd unfairly declined a claim on her pet insurance policy for vet and hospital treatment costs. What happened Mrs A took her pet to the vets where it was diagnosed with colitis. She’d taken out a pet insurance policy with Bu... (3 pages)View decision -
Decision Reference DRN-3401205
28 Mar 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3401205 The complaint Mr B complains Tesco Personal Finance PLC trading as Tesco Bank failed to honour a claim he made under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened The background to this complaint, and my provisional findings on it, were set out in a provisio... (5 pages)View decision -
Decision Reference DRN-3400027
28 Mar 2022 Society of Lloyd's UpheldInsuranceDRN-3400027 The complaint Mr R complained that Society of Lloyd’s refused to change the salvage category it placed on his vehicle after he made a claim for it under his Farmers Vehicle Insurance policy. He also complained about what Lloyd’s offered in settlement of his claim and the way it... (7 pages)View decision -
Decision Reference DRN-3401253
28 Mar 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3401253 The complaint Mr S complains that Barclays Bank UK PLC hasn’t refunded him after he fell victim to an investment scam and lost £75,000. What happened I issued a provisional decision on this case on 10 March 2022 and both parties have had an opportunity to respond. Barclays hasn... (9 pages)View decision
