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 4373 results
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Decision Reference DRN-4449236
13 Nov 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4449236 The complaint Mr D complains about a car he acquired through a hire purchase agreement with BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (BMWFS). He refers to having problems with the car immediately after taking possession of it, along with further... (5 pages)View decision -
Decision Reference DRN-4673366
10 Mar 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-4673366 The complaint Mr Q complains about the length of time that it has taken for him to register for the Scottish Widows Limited (SWL) online pension portal. Mr Q says that SWL have failed to resolve his IT problems in a timely manner, meaning that he’s been unable to keep track of ... (5 pages)View decision -
Decision Reference DRN0109051
5 May 2017 Express Gifts Ltd UpheldBanking and creditMr L complains, in summary, about the unsatisfactory customer service he’s received fromExpress Gifts Limited, trading as Studio.backgroundMr L opened a credit account with Studio in July 1998. He has complained about thefollowing issues:1. He’d bought a tablet from ... (5 pages)View decision -
Decision Reference DRN6072999
18 Mar 2015 Zurich Insurance PLC UpheldInsurance (excluding PPI)Miss T complains that Zurich Insurance plc wrongly cancelled her motor insurance policy without telling her. She should receive a refund of the whole of her annual premium, she says.backgroundA broker acted as intermediary between Miss T and Zurich. She purchased an... (3 pages)View decision -
Decision Reference DRN-4921798
13 Aug 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4921798 The complaint Ms S is unhappy that Lloyds Bank PLC activated personal offers on her bank account without her permission and that Lloyds sent her messages via her online banking inbox when she’s requested that all correspondence be sent to her by post. What happened Ms S rais... (3 pages)View decision -
Decision Reference DRN-1595302
17 Sep 2020 J D Williams & Company Limited UpheldConsumer CreditDRN-1595302The complaintMr W has complained J D Williams & Company Limited continues to put linked addresses on his credit record which are not his. What happenedIn 2019 Mr W noticed an address had been added to his credit record as linked to him. He’d had this problem before when a nu... (3 pages)View decision -
Decision Reference DRN7970889
1 Jul 2019 Nationwide Building Society Not upheldBanking and creditMs L is unhappy that Nationwide Building Society (Nationwide) didn’t tell her that they use an intermediary to make payments to a country located in a single euro payments area (SEPA). backgroundMs L contacted Nationwide using an online messaging service from May- July 2... (3 pages)View decision -
Decision Reference DRN-4498923
8 Jan 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4498923 The complaint Mrs M has complained that Lloyds Bank PLC won’t refund transactions she says she didn’t make or otherwise authorise. What happened During a day in spring 2023, over £5,000 worth of bank transfers were made from Mrs M’s Lloyds current account to another account, us... (3 pages)View decision -
Decision Reference DRN-1865415
17 Mar 2021 Bank of Scotland Plc Not upheldMortgagesDRN-1865415 The complaint Mr and Mrs M have complained that Bank of Scotland plc (trading as Birmingham Midshires and referred to here as BM) wrongly allowed an unknown third party to change the address on one of their mortgage accounts. This has had an impact on Mr and Mrs M’s credit file... (3 pages)View decision -
Decision Reference DRN2923578
24 Feb 2020 Barclays Bank UK PLC Not upheldBanking and creditMr M complains that Barclays Bank UK PLC closed his current account and registered a fraud prevention marker against him without due cause.BackgroundIn 2016 Mr M connected with another individual, who we’ll call Mr A, through a website designed to connect investors with entrepreneurs. They... (3 pages)View decision
