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 4269 results
-
Decision Reference DRN-4121058
8 Sep 2023 PayrNet Limited UpheldBanking and PaymentsDRN-4121058 The complaint Mr M complains PayrNet Limited, trading as Pockit, blocked his account and have not returned the money held in it to him. Mr M says this has caused him financial loss and substantive distress and inconvenience. To keep things simple, I will refer to ‘Pockit’ in mo... (5 pages)View decision -
Decision Reference DRN7752123
22 Mar 2016 Lloyds Bank PLC Not upheldBanking and creditMiss F has complained that Lloyds Bank PLC (“Lloyds”) mis-sold a Silver packaged bank account to her in 2010 and again in 2011. She paid a monthly fee for the account and was offered several benefits in return.backgroundI attach my provisional decision of 11 February 2... (4 pages)View decision -
Decision Reference DRN-5001878
5 Nov 2024 esure Insurance Limited UpheldInsuranceDRN-5001878 The complaint Miss U complains about delays in esure Insurance Limited (esure) dealing with a claim under her motor insurance policy for damage to her vehicle following an accident. References to esure in this decision include their agents. What happened Miss U was involve... (4 pages)View decision -
Decision Reference DRN-4665584
8 Mar 2024 National Westminster Bank Plc UpheldMortgagesDRN-4665584 The complaint Mrs L and Mr L complain that National Westminster Bank Plc has destroyed, apparently without reference to them, both the original deeds to their property, and some associated documents held with them, which Mrs L in particular had wished to retain. What happened W... (5 pages)View decision -
Decision Reference DRN-4771184
1 May 2024 Group 1 Automotive UK Limited UpheldInsuranceDRN-4771184 The complaint Mr K complains that Group 1 Automotive UK Limited (“GAUKL”) mis-sold him a Guaranteed Asset Protection (“GAP”) insurance policy. What happened Mr K bought a car on a 48-month personal contract purchase (“PCP”) finance agreement. The finance was arranged by GAUKL w... (4 pages)View decision -
Decision Reference DRN-4847812
19 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4847812 The complaint Mr F complains that Barclays Bank UK PLC (“Barclays”) failed to refund transactions he didn’t recognise. What happened Mr F explained that whilst visiting a night club, his phone went missing. He later said that he’d been speaking with a person who was unknown ... (5 pages)View decision -
Decision Reference DRN-4749110
17 May 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4749110 The complaint Mr G complains that Lloyds Bank PLC (Lloyds) won’t refund the money he lost to a purchase scam. What happened Mr G was looking to purchase a car and found one advertised on a well-known online social media marketplace (that I’ll call F). The car was being advertis... (5 pages)View decision -
Decision Reference DRN6516861
24 Aug 2016 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Mr S has complained about Admiral Insurance Company Limited’s handling of his motor insurance policy.My references to Admiral below include its agents.backgroundMr S was in an accident that he says wasn't his fault. But Admiral paid the other driver’s claim agains... (5 pages)View decision -
Decision Reference DRN3535524
6 Feb 2019 Lloyds Bank PLC Not upheldBanking and creditMs D complains that Lloyds Bank PLC failed to inform her of internet and text banking facilities that would have prevented her making regular visits to branch, when it knew she was disabled and found the visits difficult. She wants increased compensation. background Ms... (4 pages)View decision -
Decision Reference DRN-4915605
8 Aug 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4915605 The complaint Mr K complains that Lloyds Bank PLC (Lloyds) won’t refund money he lost in an investment scam. What happened What Mr K says: Mr K is represented by a third-party claims firm but I will refer to Mr K here. Mr K found a crypto currency firm online and completed t... (5 pages)View decision
