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 125400 results
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Decision Reference DRN-5148815
15 Nov 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5148815 The complaint and what happened Mr H has complained about Mitsubishi HC Capital UK Plc, trading as Hitachi Capital Consumer Finance’s (“Mitsubishi’s”) response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegat... (7 pages)View decision -
Decision Reference DRN-5149264
15 Nov 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5149264 The complaint Ms Y complains The Royal Bank of Scotland trading as Halifax closed her credit card account and cancelled her debit card without her agreement. She further complains Halifax delayed providing her with a replacement debit card, she isn’t receiving statements and... (5 pages)View decision -
Decision Reference DRN-4993237
15 Nov 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-4993237 The complaint Mr R says ReAssure Limited has mishandled contributions to his personal pension and provided him with several iterations of conflicting information when it tried to reassure him that it had put things right. He says this has caused him financial detriment, dist... (4 pages)View decision -
Decision Reference DRN-5147100
15 Nov 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5147100 The complaint Ms F complains Bank of Scotland plc trading as Halifax didn’t do enough to protect her when she fell victim to an investment scam. What happened Ms F has an account with Halifax and has done so for over 20 years. She also has an account with another business wh... (3 pages)View decision -
Decision Reference DRN-5146991
15 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5146991 The complaint Ms F complains Revolut Ltd didn’t do enough to protect her when she fell victim to an investment scam. What happened Ms F has an account with Revolut with a debit card which she opened on 11 March 2023. Ms F says she opened the account in the course of this sca... (3 pages)View decision -
Decision Reference DRN-4793731
15 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4793731 The complaint Mr J complains that Monzo Bank Ltd hasn’t refunded payments on his account that he’s reported as unauthorised. What happened Mr J is unhappy that Monzo has held him liable for two payments that were made from his account as part of a bank impersonation scam. Mr... (3 pages)View decision -
Decision Reference DRN-4669355
15 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4669355 The complaint A partnership, which I will refer to as O, complains that Barclays Bank UK Plc wrongly closed its bank account. What happened Barclays told us: It was carrying out a Know Your Customer (KYC) review of O’s account, and requested that the partners provide inf... (3 pages)View decision -
Decision Reference DRN-5144241
15 Nov 2024 Vintage Wealth Management Limited UpheldInvestmentsDRN-5144241 The complaint Mr and Mrs B complain, in essence, that Vintage Wealth Management Limited (“Vintage”) was at fault in what it said or didn’t say about how long their investments might be in cash, out of the market, during investment changes recommended by Vintage. Background I... (9 pages)View decision -
Decision Reference DRN-4991510
15 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4991510 The complaint Mrs & Mr I complain that Admiral Insurance (Gibraltar) (“Admiral”) declined a claim under their home insurance policy for damage to their roof. When I mention Admiral, I also mean its contractors and suppliers. What happened Mrs & Mr I had a home insura... (4 pages)View decision -
Decision Reference DRN-5148943
15 Nov 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5148943 The complaint Ms C complains about the service she received from Lloyds Bank PLC (“Lloyds”) when transferring her ISA over from another provider. What happened Ms C opened a fixed rate cash ISA with Lloyds on 25 April 2024. Ms C says she spent over an hour at a branch of Ll... (3 pages)View decision
