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 370904 results
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Decision Reference DRN-4806246
24 Jul 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4806246 The complaint Mr P complains about the quality of a car supplied to him by BMW Financial Services (GB) Limited trading as Alphera Financial Services (“BMWFS”). What happened Mr P acquired a used car under a hire purchase agreement with BMWFS in December 2022. The car cost £2... (5 pages)View decision -
Decision Reference DRN-4926622
24 Jul 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4926622 The complaint Mr and Mrs O complain that Lloyds Bank PLC (“Lloyds”) hasn’t protected them from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr O has explained that i... (4 pages)View decision -
Decision Reference DRN-4835998
24 Jul 2024 Coutts & Company Not upheldInvestmentsDRN-4835998 The complaint Mr P complains about the service that Coutts & Co provided when managing his investment portfolio, which included a linked loan facility. What happened In 2011 Mr P invested in an investment portfolio with Coutts for which it provided a discretionary manage... (9 pages)View decision -
Decision Reference DRN-4689793
24 Jul 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4689793 The complaint Mr A complains that Metro Bank PLC refused to refund card payments for two purchases he made and that it closed his account. What happened In July 2023 Mr A made two purchases from a market trader. Each was for £1,988, and the payments were made a week apart. M... (2 pages)View decision -
Decision Reference DRN-4917457
24 Jul 2024 TIDE PLATFORM LTD UpheldBanking and PaymentsDRN-4917457 The complaint Ms A complains about a claim she made to TIDE PLATFORM LTD trading as TIDE (‘Tide’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my informal remit. Ms A is unhappy Tid... (3 pages)View decision -
Decision Reference DRN-4909716
24 Jul 2024 Zurich Insurance PLC UpheldInsuranceDRN-4909716 The complaint Mr H and Mr H complain that Zurich led them to believe their claim had been accepted and would be settled. However, it was subsequently declined, and significant costs have been incurred. For ease of reading, I’ll just refer to the one Mr H, but I have consider... (3 pages)View decision -
Decision Reference DRN-4862926
24 Jul 2024 National Westminster Bank Plc UpheldConsumer CreditDRN-4862926 The complaint Mrs T complains that National Westminster Bank Plc (“NWB”) failed to update her credit file as agreed. She says that this has impacted on her ability to obtain a mortgage. What happened Mrs T complained to NWB in 2019 because her loan account hadn’t been closed... (3 pages)View decision -
Decision Reference DRN-4875052
24 Jul 2024 Handelsbanken plc Not upheldBanking and PaymentsDRN-4875052 The complaint A company, which I’ll refer to as P, complains that Handelsbanken plc omitted to put hedging arrangements in place when the company’s borrowing was renewed in 2021. What happened The background to the events in this case also involves two other companies, which... (4 pages)View decision -
Decision Reference DRN-4875280
24 Jul 2024 Handelsbanken plc Not upheldBanking and PaymentsDRN-4875280 The complaint A company, which I’ll refer to as G, complains that Handelsbanken plc omitted to put hedging arrangements in place when the company’s borrowing was renewed in 2021. What happened The background to the events in this case also involves two other companies, which... (4 pages)View decision -
Decision Reference DRN-4875152
24 Jul 2024 Handelsbanken plc Not upheldBanking and PaymentsDRN-4875152 The complaint A company, which I’ll refer to as T, complains that Handelsbanken plc omitted to put hedging arrangements in place when the company’s borrowing was renewed in 2021. What happened The background to the events in this case also involves two other companies, which... (4 pages)View decision
