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 361839 results
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Decision Reference DRN-4974854
28 Aug 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4974854 The complaint Mr C complains that Bank of Scotland plc trading as Halifax withdrew his credit card account. What happened Mr C held a credit card with Halifax. In November 2023 Mr C made a lump sum payment to reduce the balance on the card. Mr C says that in January 2024 he ... (2 pages)View decision -
Decision Reference DRN-4605131
28 Aug 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4605131 The complaint Mr S complains National Westminster Bank Plc (“NatWest”) closed his account without properly notifying him. Mr S adds that NatWest’s actions have caused him substantive financial loss, distress, and inconvenience. What happened The details of this complaint are... (5 pages)View decision -
Decision Reference DRN-4569189
28 Aug 2024 Oodle Financial Services Limited UpheldConsumer CreditDRN-4569189 The complaint Mr M complains about a car he acquired with credit provided by Oodle Financial Services Limited, trading as Oodle Car Finance (“Oodle”). He says it was not of satisfactory quality, and that it was misrepresented to him. What happened On 30 May 2023, Mr M entere... (2 pages)View decision -
Decision Reference DRN-4802969
28 Aug 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-4802969 The complaint Mrs C and Miss C as trustees of the C Trust (the trustees) complain that Legal and General Assurance Society Limited (L&G) have declined a claim on a life assurance policy. What happened The late Mr C took out a life assurance policy with L&G. Mr C appl... (3 pages)View decision -
Decision Reference DRN-4972269
28 Aug 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4972269 The complaint Mr F has complained about the handing of a claim under his motor insurance policy by Liverpool Victoria Insurance Company Limited (“LV”). What happened The background to this complaint is well known to both parties, so I won’t repeat the details in full again h... (2 pages)View decision -
Decision Reference DRN-4990080
28 Aug 2024 Lendable Ltd UpheldConsumer CreditDRN-4990080 The complaint Mr J is complaining about Lendable Ltd because he says it lent irresponsibly when providing him a loan he couldn’t afford. What happened In December 2020, Mr J took a loan with Lendable for £3,200. This was repayable at £146 per month over three years, based on... (4 pages)View decision -
Decision Reference DRN-4748700
28 Aug 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4748700 The complaint Mr M has complained that Starling Bank Limited won’t refund transactions he says he didn’t make or otherwise authorise. What happened In late 2023, over £18,000 was spent on Mr M’s Starling accounts over the course of about ten hours. The spending was mostly po... (3 pages)View decision -
Decision Reference DRN-4989651
28 Aug 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4989651 The complaint Mr B is unhappy that Barclays Bank UK PLC closed his account and with the service he received from Barclays surrounding this. What happened Mr B resides overseas. In August 2023, Barclays closed Mr B’s account – which he had held with Barclays for several decad... (3 pages)View decision -
Decision Reference DRN-4775883
28 Aug 2024 Vodafone Limited Not upheldConsumer CreditDRN-4775883 The complaint Mr A complains about a decision taken by Vodafone Limited to not allow him to return two mobile phone handsets (“devices”) or, as an alternative, to discount the price paid for them. What happened In September 2022 Mr A entered into an agreement for a device co... (2 pages)View decision -
Decision Reference DRN-4611639
28 Aug 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-4611639 The complaint Ms H has complained about a 2014 transfer of a personal pension plan she held at the time with Standard Life, to a small self-administered scheme (“SSAS”). A SSAS is a type of occupational pension, in which the members are also trustees and therefore take respo... (9 pages)View decision
