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 366874 results
-
Decision Reference DRN-4673817
30 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4673817 The complaint Mr K complains about the rate of exchange Bank of Scotland plc (“BOS”) applied when converting foreign currency received into his account to sterling. He says it used the tourist rate rather than the rate applicable to commercial transactions. What happened On 22 ... (3 pages)View decision -
Decision Reference DRN-4473414
30 Apr 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4473414 The complaint Mr H complains that Zopa Bank Limited hasn’t reported accurate information to a credit reference agency, which has affected its lending decision. Mr H says that Zopa misled him about his credit score, and he’s lost out on other available credit causing him undue s... (3 pages)View decision -
Decision Reference DRN-4554244
30 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4554244 The complaint Mr P has complained that after he’d asked for Santander UK Plc (“Santander”) to close his account, he changed his mind and asked Santander to keep his account open. However, Mr P says that Santander failed to act on this instruction and subsequently closed his acc... (3 pages)View decision -
Decision Reference DRN-4742468
30 Apr 2024 Inclusive Finance Limited Not upheldConsumer CreditDRN-4742468 The complaint Miss H complains that Inclusive Finance Limited trading as Creditspring was irresponsible in its lending to her. What happened Miss H was provided with a loan in June 2022 which allowed her to draw down two advances of £250 during a 12-month term. Each advance wou... (2 pages)View decision -
Decision Reference DRN-4615737
30 Apr 2024 Bank of Scotland Plc Not upheldConsumer CreditDRN-4615737 The complaint Mr V complains that Bank of Scotland plc, trading as Halifax, were unreasonable to turn down his loan application. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reaso... (2 pages)View decision -
Decision Reference DRN-4718918
30 Apr 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-4718918 The complaint Miss L complains about the way Inter Partner Assistance SA (“IPA”) has handled a claim made on her mobile insurance policy. Any reference to IPA includes the actions of its agents. What happened The circumstances of this complaint are known to both parties, so I’v... (3 pages)View decision -
Decision Reference DRN-4675827
30 Apr 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4675827 The complaint Mr M complains that National Westminster Bank Plc prevented him from receiving a loan from another provider. What happened Mr M had received loans from another financial provider on previous occasions but when he applied for a loan in August 2023, his application ... (2 pages)View decision -
Decision Reference DRN-4681506
29 Apr 2024 Covea Insurance plc Not upheldInsuranceDRN-4681506 The complaint Mrs A and Mr H complain about an error made by Covea Insurance plc (“Covea”) when it was advised of a claim. What happened Mrs A and Mr H held a building insurance policy with Covea before moving to another insurer. In March 2023 they made a claim for subsidence u... (2 pages)View decision -
Decision Reference DRN-4508850
29 Apr 2024 Intelligent Money Ltd Not upheldPensions and AnnuitiesDRN-4508850 The complaint Mr P complains, with the help of a professional representative, that Intelligent Money Ltd (IM) failed in its responsibilities to him in relation to the acceptance of Elysian Fuels shares in his Self-Invested Personal Pension (SIPP). What happened Mr P invested in... (6 pages)View decision -
Decision Reference DRN-4698203
29 Apr 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4698203 The complaint Ms L has complained that HSBC UK Bank Plc won’t refund transactions she says she didn’t make or otherwise authorise. What happened In 2023, a series of payments were taken from Ms L’s HSBC account using a direct debit instruction, totalling over £800. As Ms L had ... (3 pages)View decision
