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 381082 results
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Decision Reference DRN-5199028
14 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5199028 The complaint Mr H has complained Lloyds Bank plc is holding him liable for a personal loan which he didn’t take out. What happened In April 2024 after his account was blocked, Mr H got in touch with Lloyds. He learnt that a personal loan had been taken out on 4 April 2024 f... (3 pages)View decision -
Decision Reference DRN-5290577
14 Feb 2025 Saga Services Limited Not upheldInsuranceDRN-5290577 The complaint Ms T complains about the price of her home insurance policy with Saga Services Limited. What happened Ms T holds a home insurance policy with Saga. She complains about the price of that policy following its renewal in 2023. She’s unhappy that the premium is rou... (2 pages)View decision -
Decision Reference DRN-5132114
14 Feb 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5132114 The complaint A charity, which I will refer to as W, complains that Metro Bank Plc allowed large amounts of money to be sent from W’s account without any security checks. What happened W’s representatives told us: W is a small charity which often sends small payments to ... (3 pages)View decision -
Decision Reference DRN-5104580
14 Feb 2025 Helvetia Global Solutions Ltd Not upheldInsuranceDRN-5104580 The complaint Mr I complains about the decision by Helvetia Global Solutions Ltd to turn down an unemployment claim made under his income protection policy. What happened Mr I held unemployment cover with Helvetia under his income protection policy. The policy started on 8 ... (2 pages)View decision -
Decision Reference DRN-5117020
14 Feb 2025 ReAssure Limited UpheldInsuranceDRN-5117020 The complaint The complaint concerns a whole of life policy administered by ReAssure Limited and held in trust. The trustees are unhappy that medical underwriting prevented its reinstatement following it being made paid-up. What happened The background to the complaint will ... (3 pages)View decision -
Decision Reference DRN-4914256
14 Feb 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-4914256 The complaint Mr S has complained Metro Bank PLC won’t refund card transactions made using Apple Pay he didn’t make. What happened In March 2024 Mr S received a message from Metro asking whether he recognised a card transaction for £191.64 made to an online marketplace. He c... (3 pages)View decision -
Decision Reference DRN-5309390
14 Feb 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5309390 The complaint Mr B complains that Moneybarn No.1 Limited trading as Moneybarn (“Moneybarn”) lent to him without carrying out sufficient checks. What happened In July 2022, Moneybarn provided Mr B with a conditional sale agreement for a used car through a credit intermediar... (4 pages)View decision -
Decision Reference DRN-5328407
14 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5328407 The complaint Miss H complains Bank of Scotland plc trading as Halifax didn’t do enough to help get a refund for a purchase made on her debit card. What happened Miss H booked a holiday, paying in instalments with her Halifax debit card between January and July 2024. On arr... (3 pages)View decision -
Decision Reference DRN-5133898
14 Feb 2025 Vanguard Asset Management, Ltd UpheldInvestmentsDRN-5133898 The complaint Mr Y complains about the way Vanguard Asset Management, Ltd (Vanguard) have administered his Individual Savings Account (ISA). What happened The details of what happened are well known to both parties. So, I will just summarise them here. Mr Y holds an ISA wi... (2 pages)View decision -
Decision Reference DRN-5095132
14 Feb 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5095132 The complaint Mr K has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which he paid for with credit it provided. What happened In October 2022 Mr K entered into a two-year fixed sum loan agreement... (3 pages)View decision
