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 367926 results
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Decision Reference DRN-5216943
19 Dec 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5216943 The complaint Mr C, represented by a third party, complains that NewDay was irresponsible in its lending to him. What happened In April 2017 NewDay provided Mr C with a credit card with an initial limit of £300. The limit was increased on five occasions bringing it to £4,85... (3 pages)View decision -
Decision Reference DRN-5187811
19 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5187811 The complaint X complains about the service he received from HSBC Bank UK PLC (“HSBC”) when it applied a block to his account following two fraudulent withdrawals. In particular, X is unhappy about the length of time his account was blocked resulting in him missing payments ... (5 pages)View decision -
Decision Reference DRN-5222379
19 Dec 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5222379 The complaint Mr and Mrs A complain that Lloyds Bank PLC (‘Lloyds’) won’t refund the money they say was lost as the result of a scam. What happened In 2018, Mr and Mrs A attended a property investor show and heard about a company I’ll refer to as B. B would purchase cars wi... (5 pages)View decision -
Decision Reference DRN-5220947
19 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5220947 The complaint Mr L complains that Revolut Ltd won’t reimburse money he lost as a result of a scam. What happened On 29 November 2024, I issued my provisional decision on this complaint. I wanted to give both parties a chance to submit any further evidence and arguments befo... (5 pages)View decision -
Decision Reference DRN-5167877
19 Dec 2024 Bank of Scotland Plc Not upheldMortgagesDRN-5167877 The complaint Miss S’s complaint arises out of a mortgage with Bank of Scotland plc trading as Halifax. Miss S is unhappy that Halifax omitted to inform her that she could put her property on the market to sell it after Halifax’s Assisted Voluntary Sale (AVS) process fell th... (3 pages)View decision -
Decision Reference DRN-5222313
19 Dec 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5222313 The complaint Mr and Mrs L complain that National Westminster Bank Plc (‘NatWest’) won’t refund the money they say was lost as the result of a scam. What happened In 2020, Mr and Mrs L made two investments in a company I’ll refer to as C. C would purchase cars with investor... (6 pages)View decision -
Decision Reference DRN-5014814
19 Dec 2024 The Royal London Mutual Insurance Society Limited Not upheldInvestmentsDRN-5014814 The complaint Mrs G is unhappy with the surrender value of an endowment policy she took out with The Royal London Mutual Insurance Society Limited (‘Royal London’). What happened In 1998, Mrs G took out an endowment policy with Royal London. She’s told us that, at the time, ... (2 pages)View decision -
Decision Reference DRN-5014810
19 Dec 2024 The Royal London Mutual Insurance Society Limited Not upheldInvestmentsDRN-5014810 The complaint Mrs R is unhappy with the surrender value of an endowment policy she took out with The Royal London Mutual Insurance Society Limited (‘Royal London’). What happened In 1998, Mrs R took out an endowment policy with Royal London. She’s told us that, at the time, ... (2 pages)View decision -
Decision Reference DRN-5222247
19 Dec 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5222247 The complaint Mrs D complains that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t refund the money she says was lost as the result of a scam. What happened In 2014, Mrs D invested with a company I’ll refer to as B. The investment was for a three year period and Mr... (5 pages)View decision -
Decision Reference DRN-5167360
19 Dec 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5167360 The complaint Miss C is unhappy with Admiral Insurance (Gibraltar) Limited’s (Admiral) decision to increase her premiums after she made a phone call with a general enquiry. What happened In June 2021 Miss C moved into her home. She says when she moved in, the property had a... (2 pages)View decision
