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 360982 results
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Decision Reference DRN-5355414
27 Feb 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5355414 The complaint Mr T complains that Bank of Scotland Plc (trading as Birmingham Midshires) has unfairly increased the balance of his buy-to-let mortgages. He also alleges that it took steps to hide fraudulent activity relating to these accounts. What happened Mr T took out tw... (5 pages)View decision -
Decision Reference DRN-5318863
27 Feb 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5318863 The complaint Ms C complains that American Express Services Europe Limited (AESEL) suspended her account. She’s unhappy that she didn’t receive a letter advising her that this would happen and is unhappy about the way in which her account and her subsequent complaint has bee... (3 pages)View decision -
Decision Reference DRN-5132550
27 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5132550 The complaint Ms S’s complaint is about HSBC UK Bank Plc’s refusal to reimburse her money she says she lost due to a scam. Ms S is represented by Refundee in this matter. However, I will try to refer to Ms S solely in this decision for ease of reading. What happened The cir... (6 pages)View decision -
Decision Reference DRN-5331669
27 Feb 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5331669 The complaint Ms S complains that Creation Consumer Finance Ltd hasn’t provided the service it should have after she experienced issues with a washer-dryer she acquired through her credit agreement. What happened Ms S explained that she acquired a washer-dryer from a retaile... (3 pages)View decision -
Decision Reference DRN-5325880
27 Feb 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5325880 The complaint Mrs R complains that British Gas Insurance Limited provided poor service under a Home Care policy for a rental property which has caused her financial loss. What happened Mrs R held a Home Care policy with British Gas which covers boiler servicing and breakdow... (3 pages)View decision -
Decision Reference DRN-5333418
27 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5333418 The complaint Mr P complains that Revolut didn’t reimburse £18,336.15 which he says he paid towards an investment that turned out to be a scam. What happened Mr P had an account with Revolut which he opened in May 2022. He paid funds into the account from another account he ... (4 pages)View decision -
Decision Reference DRN-5361929
27 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5361929 The complaint Mrs F is complaining about Monzo Bank Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs F fell victim to a cruel scam. She received a message she thought was from her boss asking her to buy gift cards that would be ... (5 pages)View decision -
Decision Reference DRN-5293373
27 Feb 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5293373 The complaint Ms C is unhappy that Legal and General Assurance Society Limited (L&G) declined her claim under her income protection policy. What happened Ms C has a group income protection policy arranged through her employer. The policy provides a benefit in certain cir... (3 pages)View decision -
Decision Reference DRN-5281513
27 Feb 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5281513 The complaint Mr P complains about a charge that has been made by Close Brothers Limited, trading as Close Brothers Motor Finance, relating to the collection of a motorbike that had been supplied to him under a hire purchase agreement. What happened A used motorbike was supp... (2 pages)View decision -
Decision Reference DRN-5114094
27 Feb 2025 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-5114094 The complaint Mr H has complained that Liverpool Victoria Financial Services Limited has not removed an exclusion to the income protection section of his Flexible Protection Plan. What happened The background to this complaint is well known to the parties so it services no p... (2 pages)View decision
