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 369228 results
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Decision Reference DRN-4593620
19 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4593620 The complaint Ms P has complained that Bank of Scotland Plc (trading as “Halifax”) failed to protect her from falling victim to a scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summarise the ... (4 pages)View decision -
Decision Reference DRN-5119691
19 Nov 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5119691 The complaint Mr T complains about the way that Legal & General Assurance Society Limited (L&G) has handled an incapacity claim he made on an income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve sim... (3 pages)View decision -
Decision Reference DRN-5019403
19 Nov 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5019403 The complaint Mr S complains that a car acquired under a hire purchase (HP) agreement with MotoNovo Finance Limited (“MotoNovo”) wasn’t of satisfactory quality when it was supplied to him. What happened The parties are familiar with the background of this complaint so I wil... (3 pages)View decision -
Decision Reference DRN-4939128
19 Nov 2024 National House-Building Council Not upheldInsuranceDRN-4939128 The complaint Mr S complains National House Building Council unfairly declined his building warranty claim. What happened Mr S made a claim against his NHBC building warranty. He said the builder of his property had failed to fit cladding boards correctly – leaving them wit... (2 pages)View decision -
Decision Reference DRN-5114422
19 Nov 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5114422 The complaint Ms H complains in her capacity as Executor of The estate of Mrs H, that The Co-operative Bank plc trading as Britannia (Britannia) failed to carry out instructions to close all of her late mother’s accounts in 2014. What happened Ms H has elected that Mr W deal... (3 pages)View decision -
Decision Reference DRN-4557567
19 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4557567 The complaint Mr K has complained that Bank of Scotland Plc (trading as “Halifax”) didn’t protect him from falling victim to a cryptocurrency-related investment scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of i... (5 pages)View decision -
Decision Reference DRN-5156084
19 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5156084 The complaint Mr Z complained because Revolut Ltd refused to refund him for transactions he said he didn’t make. What happened On 13 April 2024, Mr Z went to a gym he hadn’t been to before. He paid a subscription and put his bag into a locker, securing the locker with a lo... (6 pages)View decision -
Decision Reference DRN-5015997
19 Nov 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5015997 The complaint Mr N complains about the quality of the car Stellantis Financial Services UK Limited provided credit for him to acquire. Mr N says the car had a fault from the dealership and isn’t fit for purpose. What happened Mr N entered into a hire purchase agreement with... (4 pages)View decision -
Decision Reference DRN-5118732
19 Nov 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5118732 The complaint Mr J complains that The Co-operative Bank Plc has failed to pay him an account switch incentive. What happened Mr J says he correctly followed The Co-op’s “Refer a Friend “(RaF) process which should have meant he was paid £150. He says his account was switched ... (2 pages)View decision -
Decision Reference DRN-4699303
19 Nov 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4699303 The complaint Mr S complains that HSBC UK Bank Plc won’t reimburse him after he lost money to an investment – that he now considers to have been a scam. What happened Mr S has explained that he was introduced to an investment opportunity, provided by a firm that I’ll refer t... (6 pages)View decision
