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 246785 results
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Decision Reference DRN-4749266
18 Jul 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4749266 The complaint Mr A complains that Wise Payments Limited did not refund the £5,300 he lost to a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them in detail here. In summary, Mr A fell victim to a task-based job scam and s... (2 pages)View decision -
Decision Reference DRN-4831397
18 Jul 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4831397 The complaint Mrs M complains Haven Insurance Company Limited (“Haven”) dealt with a claim on her motor insurance policy despite it being notification-only because the third-party accepted liability. What happened The details of the claim are we... (4 pages)View decision -
Decision Reference DRN-4879214
18 Jul 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4879214 The complaint T, a limited company, complains that Lloyds Bank PLC provided poor service and declined its loan application. What happened T wanted a loan of £25,000 for business equipment. It complains that its loan application which it started on 28 December 2023 was affect... (2 pages)View decision -
Decision Reference DRN-4897838
18 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4897838 The complaint Mrs H complains about NewDay Ltd, trading as Aqua, not providing her with adequate support after her credit card account fell into arrears. What happened Mrs H was charged late/missed payment and overlimit fees at £12 a time throughout 2023. She contacted NewDa... (2 pages)View decision -
Decision Reference DRN-4711043
18 Jul 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4711043 The complaint Mrs B complains that Starling Bank Limited won’t refund the money she lost after falling victim to a scam. What happened Mrs B fell victim to a safe account scam. After her details were compromised via a phishing text, Mrs B was contacted by an individual clai... (3 pages)View decision -
Decision Reference DRN-4915511
18 Jul 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4915511 The complaint Mrs T complains Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined a claim against her holiday home insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I will foc... (2 pages)View decision -
Decision Reference DRN-4913262
18 Jul 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4913262 The complaint Mr I is unhappy that HSBC UK Bank Plc won’t refund the money he lost to what he believes was a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary I understand it to be as foll... (5 pages)View decision -
Decision Reference DRN-4728727
18 Jul 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4728727 The complaint Mr M complains that Barclays Bank UK PLC (“Barclays”) website was misleading regarding who could qualify for a £175 switch bonus offer. Mr M is also unhappy when querying when he’d receive the bonus payment Barclays misadvised him. What happened Mr M held an ex... (3 pages)View decision -
Decision Reference DRN-4777137
18 Jul 2024 Arval UK Limited UpheldConsumer CreditDRN-4777137 The complaint Mrs H complains about the quality of a car supplied to her by Arval UK Limited (“Arval”). What happened Mrs H acquired a used car under a 36 month hire agreement with Arval in December 2023. Under the agreement, Mrs H paid an advance payment of £292.64. Followi... (3 pages)View decision -
Decision Reference DRN-4723283
18 Jul 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4723283 The complaint Mr P complains about the service he received from Bank of Scotland plc trading as Halifax (“Halifax”). In particular he is unhappy in the way staff questioned him regarding a payment he wished to make and that Halifax haven’t provided him with a reason as to wh... (3 pages)View decision
