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 380824 results
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Decision Reference DRN-4591846
5 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4591846 The complaint Mrs P complains that Lloyds Bank Plc (as the recipient bank) didn’t do enough to prevent her losing money to a scam. Mrs P has been helped with her complaint by a representative, but for ease of reading I’ll refer to Mrs P throughout where I also mean the repr... (2 pages)View decision -
Decision Reference DRN-4861921
5 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4861921 The complaint Mr L complains that HSBC UK Bank Plc allowed a large number of payments to debit his account causing him to go into an unauthorised overdraft without his knowledge or consent. Mr L also complains that HSBC UK Bank Plc didn’t help him when he complained. What ha... (3 pages)View decision -
Decision Reference DRN-5124375
5 Nov 2024 AFH Independent Financial Services Limited UpheldPensions and AnnuitiesDRN-5124375 The complaint Mr B complains that AFH Independent Financial Services Limited gave him unsuitable advice about his pensions in 2021. What happened I issued my provisional decision on this complaint on 18 October 2024. The background and circumstances to the complaint, and th... (8 pages)View decision -
Decision Reference DRN-5111044
5 Nov 2024 Liverpool Victoria Financial Services Limited UpheldInsuranceDRN-5111044 The complaint P Limited is unhappy that Liverpool Victoria Financial Services Limited (‘LV’) provided it with incorrect information. What happened Towards the end of October 2023, a director of P Limited contacted LV as it wanted to transfer two life and critical illness po... (3 pages)View decision -
Decision Reference DRN-5050533
5 Nov 2024 Western Union Payment Services GB Limited Not upheldBanking and PaymentsDRN-5050533 The complaint Mr E explained Western Union Payment Services GB Limited (WU) blocked his account and did not set up money transfers he requested them to. He complains WU asked questions about transactions which occurred in 2020 before unblocking his account. Mr E also complai... (3 pages)View decision -
Decision Reference DRN-5071016
5 Nov 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5071016 The complaint Miss W is unhappy with what Liverpool Victoria Insurance Company Limited did after she made a claim on her motor legal expenses policy. What happened In December 2019 Miss W was involved in a motor accident. LV settled her car insurance claim and she used the l... (3 pages)View decision -
Decision Reference DRN-5098733
5 Nov 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5098733 The complaint Mrs S’ complaint is about a claim she made on her Liverpool Victoria Insurance Company Limited (‘LV’) landlord’s legal expenses insurance policy. Mrs S feels that LV treated her unfairly. In this decision Mrs S is helped by a representative, but I shall refer t... (3 pages)View decision -
Decision Reference DRN-5053596
5 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5053596 The complaint A limited company, which I’ll refer to as ‘J’, is unhappy that Barclays Bank UK PLC defaulted it’s Bounce Back Loan (“BBL”) J’s complaint is brought to this service by its director, whom I’ll refer to as ‘Mr H’. What happened In September 2020, Mr H successfull... (4 pages)View decision -
Decision Reference DRN-4784576
5 Nov 2024 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4784576 The complaint Ms B complains about the quality of a used car that was supplied through a hire purchase agreement with Blue Motor Finance Ltd (BMF). Ms B has been represented on this complaint. But to keep things simple I’ll only refer to Ms B in my decision. What happened In... (4 pages)View decision -
Decision Reference DRN-5104620
5 Nov 2024 Paragon Bank Plc Not upheldBanking and PaymentsDRN-5104620 The complaint Mrs D complains that she was misled by Paragon Bank Plc in its advertising and the design of its website to transfer her savings from an ISA to an ordinary savings account. I appreciate that her account was managed by her husband, who made the application on he... (3 pages)View decision
