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
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Decision Reference DRN-4504052
8 Dec 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4504052 The complaint Mr K complains that Lloyds Bank PLC won’t refund the money he lost when he was the victim of a scam. What happened In January 2022, Mr K was looking to buy a vehicle and found one he was interested in advertised on social media and an online automotive marketplace... (5 pages)View decision -
Decision Reference DRN-4525752
12 Mar 2024 Paragon Bank Plc Not upheldInvestmentsDRN-4525752 The complaint Mr S complains that Paragon Bank Plc (“Paragon”) failed to request the transfer of his ISA savings from another provider in a timely manner. What happened Mr S held an ISA with a firm that I will call H. He decided to transfer his ISA monies from H to Paragon in J... (4 pages)View decision -
Decision Reference DRN-4715230
28 Mar 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4715230 The complaint Mr M complains that Metro Bank PLC won’t refund the money he lost to an investment scam. What happened Around January 2018, Mr M was searching online for opportunities to increase his income and came across a company I’ll call ‘T’. Mr M saw that T offered investme... (5 pages)View decision -
Decision Reference DRN-4161106
1 Jun 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4161106 The complaint Mr E has complained about his car insurer Royal & Sun Alliance Insurance Limited (RSA) in respect of a renewal premium charged when he changed his car. RSA’s trade name in the contract it has with Mr E is different. But RSA underwrites the policy and so is res... (4 pages)View decision -
Decision Reference DRN1531492
24 Apr 2019 FirstRand Bank Limited UpheldBanking and creditMiss G complains that the used car she acquired via a hire purchase with FirstRand Bank Limited (trading as "MotoNovo") wasn't of satisfactory quality. background In September 2017 Miss G acquired a used car via a five year hire purchase agreement with Mo... (6 pages)View decision -
Decision Reference DRN-3932508
30 Jan 2023 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-3932508 The complaint Mr A’s complaint is about the maturity value of a mortgage endowment policy with Aviva Life & Pensions Limited. He is unhappy that the maturity value hasn’t been paid to him as Aviva wants proof of address that he can’t provide. What happened At the end of Mar... (4 pages)View decision -
Decision Reference DRN-5149675
15 Nov 2024 AutoMoney Limited UpheldConsumer CreditDRN-5149675 The complaint Mr D’s complaint is that a car supplied to him under a Hire Purchase Agreement (“HP Agreement”) with AutoMoney Limited (“AML”) was of an unsatisfactory quality. He has asked AML to take redelivery of the car, cancel the HP Agreement and refund his money. When ... (5 pages)View decision -
Decision Reference DRN-5165752
11 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5165752 Complaint Mr S is unhappy that National Westminster Bank Plc (NatWest) didn’t reimburse him after he told it he’d fallen victim to a scam. Background In 2018, Mr S learned about an investment opportunity with a company called Buy2Let Cars/Raedex Consortium Ltd. Under the sch... (5 pages)View decision -
Decision Reference DRN-4611157
20 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4611157 The complaint B, a company, complains about the service it received from HSBC UK Bank Plc. B is represented in this complaint by one of its directors, Mr W. What happened Mr W has referred to several areas of complaint, some of which have been resolved. I’ve taken into account ... (5 pages)View decision -
Decision Reference DRN-5179680
29 Nov 2024 Motability Operations Limited UpheldConsumer CreditDRN-5179680 The complaint Mrs J complains about the quality of goods supplied to her on finance by Motability Operations Limited (‘MO’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role reso... (5 pages)View decision
