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 361839 results
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Decision Reference DRN-4802676
17 May 2024 esure Insurance Limited Not upheldInsuranceDRN-4802676 The complaint Ms K complains that esure Insurance Limited (“esure”) has unfairly handled claims made under her motor insurance policy. What happened The background of this complaint is well known between parties, so I’ll summarise events. Between January and February 2023 Ms K... (3 pages)View decision -
Decision Reference DRN-4440799
17 May 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4440799 The complaint Mr H complains that Wise Payments Limited trading as Wise (Wise) is refusing to refund him the amount he lost as the result of a scam. Mr H is being represented by a third party. To keep things simple, I will refer to Mr H throughout my decision. What happened Mr ... (2 pages)View decision -
Decision Reference DRN-4596729
17 May 2024 Bank of Scotland Plc Not upheldConsumer CreditDRN-4596729 The complaint Mr G complains about the support he received from Bank of Scotland plc (BoS) when he requested a payment holiday on his loan and an extension to his overdraft. What happened Mr G has had a bank account with BoS for over forty years. In May 2022 he took out a loan ... (3 pages)View decision -
Decision Reference DRN-4779702
17 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4779702 The complaint Mrs T has complained that National Westminster Bank Plc “NatWest” discriminated against her when she visited a NatWest branch. What happened On 30 October 2020 Mrs T attended a NatWest branch to pay a bill and to withdraw cash. Mrs T says she first went to a ‘rece... (4 pages)View decision -
Decision Reference DRN-4460106
17 May 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4460106 The complaint Mr P complains that Lloyds Bank PLC (Lloyds) is refusing to refund him the amount he lost as the result of a scam. Mr P has previously been represented by a third party. To keep things simple, I will refer to Mr P throughout my decision. What happened The backgrou... (4 pages)View decision -
Decision Reference DRN-4803710
17 May 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4803710 Complaint Mrs G is unhappy that Santander UK Plc didn’t reimburse her after she informed it she’d fallen victim to a scam. Background This complaint concerns losses from Mrs G’s account. However, the underlying dispute also involved her husband, Mr G and so, where necessary, I’... (4 pages)View decision -
Decision Reference DRN-4717322
17 May 2024 Black Horse Limited Not upheldConsumer CreditDRN-4717322 The complaint Mr D complains that Black Horse Limited (“BHL”) unfairly entered into a hire purchase agreement (“agreement”) with him. He says that due to his personal and financial circumstances at the relevant time the agreement was unaffordable. Mr D also complains that when ... (3 pages)View decision -
Decision Reference DRN-4702067
17 May 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4702067 Complaint Mr and Mrs G are unhappy that Santander UK Plc didn’t reimburse them after they informed it they’d fallen victim to a scam. Background In August 2022, Mr and Mrs G wanted to have some home improvement work carried out. They spoke to their neighbour about a contractor ... (4 pages)View decision -
Decision Reference DRN-4786480
17 May 2024 Hargreaves Lansdown Asset Management Limited UpheldInvestmentsDRN-4786480 The complaint Mr M complains that Hargreaves Lansdown Asset Management Limited trading as Hargreaves Lansdown (Hargreaves) allowed him to purchase ineligible stock into his Stocks and Shares Individual Savings Account (ISA) but wouldn’t then reimburse his fees for purchasing th... (7 pages)View decision -
Decision Reference DRN-4796236
17 May 2024 Tandem Personal Loans Ltd UpheldConsumer CreditDRN-4796236 The complaint Mrs O says Tandem Personal Loans Ltd, trading as Oplo, irresponsibly lent to her. What happened Mrs O took out a loan over 72 months for £15,000 from Oplo on 3 March 2022. The monthly repayments were £383.16 and the total repayable was £27,587.96. Mrs O says she a... (3 pages)View decision
