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 601 results
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Decision Reference DRN0819357
1 Jul 2016 Decidebloom Limited Not upheldBanking and creditMrs H complains that a fixed sum loan agreement was mis-sold to her by Decidebloom Limited, trading as Stoneacre. She says that she was only guaranteeing her daughter’s loan but the loan has been made to her. Mrs H is being helped with her complaint by a representa... (2 pages)View decision -
Decision Reference DRN-1660968
10 Sep 2020 John Lewis Financial Services Limited UpheldBanking and PaymentsDRN-1660968The complaintMr B complains that John Lewis Financial Services Limited won’t reimburse him for the losses that he’s claimed as a result of a failed repair of his car. What happenedThe details of this complaint are well known to both parties and have been set out by the investiga... (3 pages)View decision -
Decision Reference DRN7559608
5 Jan 2015 National Westminster Bank Plc Not upheldInvestment and pensionsMiss C complains that a term assurance policy, that she took out alongside a personal loan, was mis-sold to her by National Westminster Bank Plc. She is being helped with her complaint by a representative.backgroundMiss C was provided with a loan by NatWest in 2003 and she also took out ... (2 pages)View decision -
Decision Reference DRN3643788
29 Sep 2016 Lowell Financial Ltd Not upheldBanking and creditMrs B complains about the way that Lowell Financial Limited has dealt with a payment that was set up in her name by her daughter. backgroundMrs B’s daughter fraudulently set up a direct debit to a third party from Mrs B’s account. The resulting debt was then sold to Low... (2 pages)View decision -
Decision Reference DRN5091982
8 Jun 2015 Lloyds Bank PLC Not upheldBanking and creditMs A complains about the customer service that she received from Lloyds Bank plc when she was experiencing financial difficulties. She is being helped with her complaint by her partner. backgroundMs A spoke with Lloyds in 2014 about the charges that had been applied ... (2 pages)View decision -
Decision Reference DRN9699216
12 Dec 2014 MBNA Limited Not upheldBanking and creditMr G complains that MBNA Limited will not refund to him the money that he paid for a holiday club membership. His complaint is made against MBNA under section 75 of the Consumer Credit Act 1974. backgroundMr G paid £7,300 for a holiday club membership in 2009, £1,500 of which was paid u... (2 pages)View decision -
Decision Reference DRN3762887
25 Sep 2019 Moneybarn No. 1 Limited Not upheldBanking and creditMr P complains that he wasn’t made aware of the arrears on his account in a timely manner by Moneybarn No. 1 Limited and about other issues with the way that it’s dealt with his account.backgroundA used car was supplied to Mr P under a conditional sale agreement with Moneybarn that he sign... (2 pages)View decision -
Decision Reference DRN6739888
28 Jun 2013 Direct Home Shopping Brands Limited Not upheldBanking and creditMiss H complains that she has not had a satisfactory conclusion to her complaint to Direct Home Shopping Brands Limited (Kaleidoscope). She also complains that it used an account which she had closed when she made a purchase using an introductory offer.backgroundMiss H made an online pur... (2 pages)View decision -
Decision Reference DRN5079608
18 Dec 2014 Bank of Scotland Plc Not upheldBanking and creditMr C complains that Bank of Scotland plc, trading as Halifax, did not change his address when asked to do so and that he has therefore not received bank statements for his account. He says that he has incurred charges from HM Revenue and Customs because he has not been able to file his t... (2 pages)View decision -
Decision Reference DRN0256206
8 Jul 2015 Capital One (Europe) plc UpheldBanking and creditMr S complains that Capital One (Europe) plc will not refund to him the money that he paid for a boiler. His complaint is made against Capital One under section 75 of the Consumer Credit Act 1974. backgroundMr S used his Capital One credit card to pay £2,970 for a ... (2 pages)View decision
