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 369227 results
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Decision Reference DRN-5250769
9 Jan 2025 Prepay Technologies Ltd UpheldBanking and PaymentsDRN-5250769 The complaint Mr H complains that PrePay Technologies Ltd rejected his account application and discriminated against him by not following his reasonable adjustments. What happened In December 2023 Mr H started an application for an account with one of PrePay Technologies age... (4 pages)View decision -
Decision Reference DRN-5088483
9 Jan 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5088483 The complaint Ms M complains that The Royal Bank of Scotland Plc (“RBS”) lent to her irresponsibly. What happened In July 2023 Ms M complained that when she applied for credit in January 2016, she was already struggling financially. She said she already had credit with RBS... (4 pages)View decision -
Decision Reference DRN-5213950
9 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5213950 The complaint Mr H is complaining that NewDay Limited trading as Marbles lent to him irresponsibly by providing him with, and then increasing the credit limit on, a credit card account. Mr H is represented in his complaint, but for ease I’ve written as if we’ve dealt directl... (4 pages)View decision -
Decision Reference DRN-5214906
9 Jan 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5214906 The complaint Mr C and Mrs C have complained that Lloyds Bank General Insurance Limited (Lloyds) unfairly declined a claim under a home insurance policy. As Mrs C mainly seemed to deal with the claim and complaint, for ease, I will normally only refer to her. What happened... (3 pages)View decision -
Decision Reference DRN-5179026
9 Jan 2025 U K Insurance Limited UpheldInsuranceDRN-5179026 The complaint Mr H complains about U K Insurance Limited’s handling of his car insurance claims. What happened Mr H took out car insurance with UKI. There are three claims he made with UKI, which are the subject of this complaint. Claim 1 was for an incident that occurred ar... (3 pages)View decision -
Decision Reference DRN-5251908
9 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5251908 The complaint Mr I complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost when he fell victim to a scam. What happened Mr I’s representative says that in June 2023 he was browsing online and saw an article promoting investments which included a link to regist... (8 pages)View decision -
Decision Reference DRN-5245677
9 Jan 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5245677 The complaint Mr F complains about the customer service that he’s received from Santander Consumer (UK) plc, trading as Santander Consumer Finance, in connection with a conditional sale agreement under which a car was supplied to him. What happened I issued a provisional dec... (4 pages)View decision -
Decision Reference DRN-5244543
9 Jan 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5244543 The complaint Mr P complains about the management of his portfolio by Hargreaves Lansdown Asset Management Limited (“HLAM”) because of the losses he suffered as a result of his exposure to the Woodford Equity Income Fund (“WEIF”) within the portfolio. What happened In Decemb... (10 pages)View decision -
Decision Reference DRN-5170534
9 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5170534 The complaint The trustees of a trust, which I will call T, complain that Lloyds Bank Plc failed to honour two cheques despite the trust holding ample funds. What happened T’s trustees told us: They issued two cheques of £170,000 with the intention of transferring money ... (3 pages)View decision -
Decision Reference DRN-5214296
9 Jan 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5214296 The complaint Miss A complains that in July 2014 she paid off the original amount she borrowed on her mortgage with Bank of Scotland plc trading as Halifax (Halifax) but that she has now paid this sum twice as a result of Halifax taking court action against her in June 2023.... (3 pages)View decision
