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 364862 results
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Decision Reference DRN-4620728
25 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4620728 The complaint Mr F complains Lloyds Bank PLC sent him an incorrect text message in relation to his current account. What happened Mr F received a text message on 15 December 2023 from Lloyds which said he had a payment due which might take him overdrawn. Mr F says this wasn’t ... (2 pages)View decision -
Decision Reference DRN-4670408
25 Mar 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4670408 Complaint Miss F complains that Moneybarn No.1 Ltd (“Moneybarn”) unfairly entered into a conditional- sale agreement with her. She’s said the agreement was unaffordable for her. Background In August 2019, Moneybarn provided Miss F with finance for a used car. The cash price of ... (3 pages)View decision -
Decision Reference DRN-4432985
25 Mar 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4432985 The complaint Mr R complains that Bank of Scotland plc (trading as Halifax) caused delays with his house sale. He needed the funds to pay a bill. Mr R says he incurred additional legal fees and late payment penalties due to the delays, totalling about £3,700. What happened Mr R... (2 pages)View decision -
Decision Reference DRN-4513800
25 Mar 2024 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-4513800 The complaint Mr K complains that he was given misleading information in relation to a car supplied to him under a finance agreement with Volvo Car Financial Services UK Limited (“Volvo FS”). What happened Mr K got a used car from a Volvo dealership (“D”) at a cash price of £25... (4 pages)View decision -
Decision Reference DRN-4705344
25 Mar 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-4705344 The complaint Mr F complains PayPal (Europe) Sarl et Cie SCA (“PayPal”) has dealt unfairly with a dispute he raised over an item purchased using his PayPal Credit account. What happened I sent a provisional decision on Mr F’s case on 1 March 2024, a copy of which is appended to... (8 pages)View decision -
Decision Reference DRN-4150657
25 Mar 2024 Monecor (London) Ltd Not upheldInvestmentsDRN-4150657 The complaint Mr B complains about the way Monecor (London) Ltd trading as OvalX communicated with him at a time when it was winding down its operations and transferring client accounts to another broker. What happened Mr B had an account with OvalX. He had a number of Contract... (4 pages)View decision -
Decision Reference DRN-4475721
25 Mar 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4475721 The complaint Mr M complains about the service provided by Clydesdale Bank Plc, trading as Virgin Money (‘Virgin’), in connection with his fixed rate ISA. What happened Mr M had a fixed rate cash ISA with Virgin which matured on 24 June 2023. In advance of this date Mr M didn’t... (4 pages)View decision -
Decision Reference DRN-4705449
25 Mar 2024 Flagstone Group LTD UpheldBanking and PaymentsDRN-4705449 The complaint Mrs F complains that Flagstone Group LTD, a cash deposit platform, caused her to lose interest on her savings account in line with interest rate increases. What happened I set out the background to Mrs F’s complaint within my provisional decision and here. ‘Mrs F ... (5 pages)View decision -
Decision Reference DRN-4474943
25 Mar 2024 Nationwide Building Society Not upheldMortgagesDRN-4474943 The complaint Miss B and Mr T complain that Nationwide Building Society didn’t tell them there was a cut- off date for changing their mind about a fixed interest rate deal which was just about to be applied to their mortgage. They said they lost out because of this. What happen... (3 pages)View decision -
Decision Reference DRN-4607185
25 Mar 2024 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-4607185 The complaint Miss G and Mr G are unhappy with the way that Scottish Equitable Plc trading as AEGON (Aegon) distributed the death benefits from their late father’s pension. What happened Miss G and Mr G’s late father had a stakeholder pension with Aegon. In 2008, he completed ... (3 pages)View decision
