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 3981 results
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Decision Reference DRN-4420563
30 Nov 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4420563 The complaint Mrs W complains that Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund all the money she lost after she fell victim to a purchase scam. What happened The circumstances which led to this complaint are well-known to both parties, so I won’t repeat the... (5 pages)View decision -
Decision Reference DRN8214050
26 Sep 2014 Lloyds Bank PLC UpheldBanking and creditMiss B complains that Lloyds Bank plc failed to act on instructions which caused her loss and distress. She is assisted in bringing her complaint by her father, Mr B.backgroundMr B says that Miss B has disabilities which mean that she cannot conduct her own financial affairs. Sh... (4 pages)View decision -
Decision Reference DRN-5311833
19 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5311833 The complaint Miss W’s complaint concerns unfair bank charges levied by Lloyds on her overdraft. She also complains that she paid in £250 over the counter in 1999, but it was never credited to her account. What happened Miss W had a current account with Lloyds since the 1990... (4 pages)View decision -
Decision Reference DRN8573481
30 Jan 2015 Abbey Life Assurance Company Limited Not upheldInvestment and pensionsMs E has complained that advice she received from Abbey Life Assurance Company Limited (“Abbey Life”) in May 1974 to take out a 35-year endowment savings plan was inappropriate.She is represented by a third party adviser, who has said that, as Ms E was aged 17 and single with no depen... (5 pages)View decision -
Decision Reference DRN-3989977
13 Mar 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3989977 The complaint Miss D complains that Lloyds Bank PLC won’t refund money she didn’t withdraw from her account. What happened Miss D explains that she deposited £8,500 in cash she had saved for her children into her account on 17 May 2022. She ordered a new card and PIN. She conta... (5 pages)View decision -
Decision Reference DRN0891405
7 Jun 2013 Lloyds TSB Bank Plc Not upheldBanking and creditMr M complains that Lloyds TSB Bank plc will not refund a series of withdrawals he says were made from his current account without his authority.backgroundLloyds TSB provides Mr M with a current account and overdraft facility. He has a debit card that he uses for cash machine withdraw... (2 pages)View decision -
Decision Reference DRN-4768670
15 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4768670 The complaint Mr B complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (APP) scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will fo... (4 pages)View decision -
Decision Reference DRN-4860947
5 Jul 2024 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4860947 Complaint Mr P has complained about the quality of a car that N.I.I.B. Group Limited (trading as “Northridge” Finance) supplied to him through a hire-purchase agreement. Background Mr P’s agreement In June 2023, Northridge provided Mr P with finance for a used car. The car was ... (8 pages)View decision -
Decision Reference DRN-2875491
29 Jul 2021 Lloyds Bank PLC UpheldBanking and PaymentsDRN-2875491 The complaint Mr P complains that Lloyds Bank PLC made mistakes dealing with his fraud claim on his credit card account and this led to a late payment marker being added to his credit file. What happened Mr P reported transactions he didn’t recognise made through an online paym... (3 pages)View decision -
Decision Reference DRN-5088249
6 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5088249 The complaint Ms M, through a representative, complains that Monzo Bank Ltd won’t refund £34,260 that she lost as the result of an APP (authorised push payment) scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them in full ... (4 pages)View decision
