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 370149 results
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Decision Reference DRN-5278610
22 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5278610 The complaint Mr B complains that HSBC UK Bank Plc (HSBC) won’t refund money he lost in an investment scam. What happened What Mr B says: Mr B was introduced by a friend to an investment firm (which I will call ‘firm X’) in November 2018. Firm X was an unregulated Forex sche... (5 pages)View decision -
Decision Reference DRN-5278729
22 Jan 2025 National Westminster Bank Plc Not upheldMortgagesDRN-5278729 The complaint Mr O’s complaint is about the administration of his mortgage account which is held with National Westminster Bank Plc (NatWest). Following an Ombudsman’s decision dated 3 May 2024, this final decision is limited to consideration of the following matters. - Na... (3 pages)View decision -
Decision Reference DRN-5227337
22 Jan 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5227337 The complaint Mr M complains that Liverpool Victoria Insurance Company Limited trading as FLOW (“LV”) unfairly treated his motor insurance policy as void and declined his claim. What happened The subject matter of the insurance, the claim and the complaint is a cabriolet ca... (5 pages)View decision -
Decision Reference DRN-5234367
22 Jan 2025 Compare The Market Limited Not upheldInsuranceDRN-5234367 The complaint Mr H complains that an issue with Compare The Market Limited’s (“CTML”) systems prevented him from taking a motor insurance policy quote he’d received, he paid more for his cover as a result. What happened In January 2024 Mr H obtained a quote from CTML for a c... (3 pages)View decision -
Decision Reference DRN-5210884
22 Jan 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5210884 The complaint Mr C is unhappy that Bank of Scotland plc trading as Halifax (‘Halifax’) increased the interest rate on his credit card account and won’t review this. Mr C wants his interest rate to be reviewed – and ideally reinstated - and for Halifax to pay him compensatio... (5 pages)View decision -
Decision Reference DRN-4893787
22 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4893787 The complaint Mrs M complains that Bank of Scotland Plc (trading as Halifax) hasn’t refunded her for the money she lost when she fell victim to a scam. What happened Mrs M had experienced a bereavement. She felt she would be comforted by a tarot card reading and so looked o... (3 pages)View decision -
Decision Reference DRN-5155839
22 Jan 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5155839 The complaint Mr J complains Oodle Financial Services Limited trading as Oodle Car Finance (Oodle) unfairly terminated his car finance agreement. What happened In March 2022, Mr J entered into a 60 month hire purchase agreement with Oodle to purchase a used ca... (5 pages)View decision -
Decision Reference DRN-5243915
22 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5243915 The complaint Mr W, on behalf of an organisation I’ll call H, complains that Lloyds Bank PLC decided to move H’s account from a free account to a fee-paying account. What happened H ran its Lloyds account for a number of years, operating a low balance and making a limited n... (2 pages)View decision -
Decision Reference DRN-4964496
22 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4964496 The complaint Mr L is unhappy that Revolut Ltd won’t refund money he lost as a result of an investment scam. What happened Mr L was the victim of an investment scam. In summary, he met someone through online dating, who encouraged him to invest in a pre-sale cryptocurrency c... (4 pages)View decision -
Decision Reference DRN-4881830
22 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4881830 The complaint Mr Y complains that Bank of Scotland plc trading as Halifax (Halifax) declined his chargeback request for the refund of a car deposit. He would like the deposit refunded. What happened The details of this complaint are well known to both parties so I won’t rep... (2 pages)View decision
