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 4563 results
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Decision Reference DRN-4428050
9 Nov 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4428050 The complaint Mrs W complains that she fell victim to a rogue trader scam, but Lloyds Bank PLC won’t refund the payments she made. What happened In December 2022 and January 2023 Mrs W made four faster payments totalling £7,822.16 to a sole trader electrician. Mrs W says the el... (3 pages)View decision -
Decision Reference DRN-3185557
23 May 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3185557 The complaint Mr S complains that Bank of Scotland plc (trading as Halifax) won’t refund the money he says he’s lost to a fraudulent company. What’s happened? Mr S made several debit card payments to an online casino, which I’ll refer to as ‘B’. He also received winnings from s... (3 pages)View decision -
Decision Reference DRN-3306237
29 Sep 2022 Studio Retail Limited UpheldConsumer CreditDRN-3306237 The complaint Miss K complains about how Studio Retail Limited have administered her account with it. What happened Miss K’s complaint centres on how Studio Retail have handled her account. She says errors by Studio Retail have led to a default being unfairly recorded; which ha... (3 pages)View decision -
Decision Reference DRN-3829196
2 Dec 2022 QIC Europe Ltd UpheldInsuranceDRN-3829196 The complaint Mrs R and Mr R complain about how QIC Europe Ltd settled a claim on their motor insurance policy and disposed of their car’s salvage. Mr R is a named driver on Mrs R’s policy. What happened Mrs R’s car was involved in a collision and declared to be beyond economic... (3 pages)View decision -
Decision Reference DRN-5476189
24 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5476189 The complaint Mr H and Mrs H complain that Nationwide Building Society (NW) won’t refund money they say was lost in an investment scam. What happened What Mr H and Mrs H say: Mr H and Mrs H were retired. In 2019, they received an email from a well-known vacation rental compa... (3 pages)View decision -
Decision Reference DRN-5086387
16 Oct 2024 Prepay Technologies Ltd UpheldBanking and PaymentsDRN-5086387 The complaint Mr P (on behalf of a limited company which I’ll call H) has complained that Prepay Technologies Ltd (trading as “Mettle”) failed to protect H from falling victim to an impersonation scam. What happened The background of this complaint is already known to both... (3 pages)View decision -
Decision Reference DRN8675772
5 Nov 2019 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr C has complained about Admiral Insurance Company Limited’s decision to reject a claim and cancel his car insurance policy as if it didn’t exist. Mr C is being represented by a solicitor in his complaint. backgroundIn October 2017 Mr C bought a car insurance policy with Admiral. In March... (3 pages)View decision -
Decision Reference DRN-3539486
18 Nov 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3539486 The complaint Mr S complains that he had problems with his credit card issued by Bank of Scotland plc trading as Halifax (Halifax). What happened Mr S had a credit card from Halifax. The limit was £15,000. He received a replacement card. On 23 October 2021, he tried to make an... (3 pages)View decision -
Decision Reference DRN-4740929
25 Apr 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4740929 The complaint Miss H and Mr S are unhappy with what Admiral Insurance (Gibraltar) Limited did after Mr S sought to claim on the legal expenses section of their home insurance policy. What happened Miss H and Mr S have home insurance with Admiral. Their policy includes legal exp... (3 pages)View decision -
Decision Reference DRN-4371890
5 Oct 2023 Madison CF UK Limited Not upheldConsumer CreditDRN-4371890 The complaint Mr J complains that Madison CF UK Limited trading as 118 118 Money (“118”) recorded negative information on his credit file and sold his debt to a third-party. He doesn’t believe it’s treated him fairly. What happened I recently issued my provisional decision abou... (6 pages)View decision
