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 365917 results
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Decision Reference DRN-4655855
30 Sep 2024 Close Brothers Limited Not upheldConsumer CreditDRN-4655855 The complaint Ms G complains about the interest calculation in relation to a Conditional Sale Agreement with Close Brothers Limited (CBL) Ms G has been represented on this complaint. But to keep things simple I’ll only refer to Ms G in my decision What happened Around June 2... (3 pages)View decision -
Decision Reference DRN-5001359
30 Sep 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5001359 The complaint Mr E complains that National Westminster Bank Plc passed his debt to a debt collection agency. What happened Mr E holds an account with NatWest. Due to Mr E’s financial circumstances, he hasn’t made payments to the account for some time. On 1 November 2023 Mr E... (3 pages)View decision -
Decision Reference DRN-4936078
30 Sep 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4936078 The complaint Mrs C’s representative complains on her behalf that Advantage Insurance Company Limited (Advantage) did not follow the correct procedures for dealing with her claim and wrote her car off as a total loss without her authority. She said it has caused delays to pr... (3 pages)View decision -
Decision Reference DRN-5050530
30 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5050530 The complaint Mr I complains that HSBC UK Bank Plc (HSBC) cancelled his credit card. What happened Mr I had a credit card from HSBC. In November 2023, the limit was £5,000 and the balance was £1,149.70. Mr I was making regular monthly payments of around £100 – the contractua... (3 pages)View decision -
Decision Reference DRN-5019038
30 Sep 2024 Lenvi Servicing Limited Not upheldMortgagesDRN-5019038 The complaint Miss G complains that Lenvi Servicing Limited trading as Lenvi has failed to manage her direct debt, which meant that her Help To Buy (“HTB”) loan account went into arrears. Miss G said she could lose her home. What happened Miss G said she’d bought her propert... (3 pages)View decision -
Decision Reference DRN-5049935
30 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5049935 The complaint Mr A complains that Monzo Bank Ltd won’t refund him after he fell victim to a scam. What happened On 11 September 2024, I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any more evidence and arguments before ... (5 pages)View decision -
Decision Reference DRN-4970286
30 Sep 2024 Zempler Bank Limited UpheldBanking and PaymentsDRN-4970286 The complaint Mr and Mrs M complain as directors of a company, R, that Zempler Bank Limited trading as Cashplus Bank (Cashplus) blocked, then closed the business account and has refused to pay the balance to an account in Mr and Mrs M's name What happened In December 20... (2 pages)View decision -
Decision Reference DRN-5050455
30 Sep 2024 Key Retirement Solutions Limited UpheldInvestmentsDRN-5050455 The complaint Mr and Mrs S’ complaint is about the advice they received from Key Retirement Solutions Limited to take out a home reversion plan (HRP) and invest some of the released equity in an investment bond. They believe that both products were mis-sold. What happened Mr... (7 pages)View decision -
Decision Reference DRN-4636905
30 Sep 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4636905 The complaint Mr M complains that Lloyds Bank PLC did not refund the £605 he lost to a scam. What happened On 18 July 2021, Mr M transferred £605 to an individual to purchase a phone online. When the seller blocked him and he did not receive the phone, he realised he had bee... (2 pages)View decision -
Decision Reference DRN-5029825
30 Sep 2024 Cowen Insurance Company Limited Not upheldInsuranceDRN-5029825 The complaint Mr C has complained that Cowen Insurance Company Limited declined a claim he made on a travel insurance policy. What happened Mr C was on holiday abroad in September 2023 where unfortunately he had his wallet and other items stolen from his bag during a bus jo... (2 pages)View decision
