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-4685278
25 Mar 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4685278 The complaint Mr B complains Tesco Personal Finance PLC (“Tesco Bank”) did not treat him fairly when he approached it for assistance in connection with a disputed purchase on his credit card. What happened I issued a provisional decision on this case on 6 March 2024, which is a... (15 pages)View decision -
Decision Reference DRN-4696598
25 Mar 2024 Bank of Ireland (UK) Plc Not upheldBanking and PaymentsDRN-4696598 The complaint Ms W complains that Bank of Ireland (UK) Plc (BOI) won’t refund money she lost in a romance scam. What happened What Ms W says: Ms W is represented by a third-party firm of solicitors. In December 2020, she met someone through a dating website. Following the sad ... (4 pages)View decision -
Decision Reference DRN-4671798
25 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4671798 The complaint Miss T complains that Santander UK Plc did not refund a series of payments she lost to a scam. What happened Miss T made a series of payments between October 2019 to November 2021, to two separate individuals who were known to her. For the purposes of this decisio... (4 pages)View decision -
Decision Reference DRN-4704604
25 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4704604 The complaint Miss S complains HSBC UK Bank Plc unfairly restricted her account and failed to return to her some of the funds they held. She wants those funds refunded and compensation. What happened What follows repeats most of the background facts I set out my provisional dec... (4 pages)View decision -
Decision Reference DRN-4438489
25 Mar 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4438489 The complaint Mrs C is unhappy Zopa Bank Limited won’t agree to write-off a loan she took out as part of a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving ... (2 pages)View decision -
Decision Reference DRN-4619159
25 Mar 2024 Gain Credit LLC Not upheldConsumer CreditDRN-4619159 The complaint Miss T complains that Gain Credit LLC trading as Drafty (“Drafty”) has unfairly recorded missed payment markers on her credit file in April and September 2023. What happened The issues Miss T has experienced with her repayments stems from a from a flexible credit ... (3 pages)View decision -
Decision Reference DRN-4646059
25 Mar 2024 Medicash Health Benefits Limited Not upheldInsuranceDRN-4646059 The complaint Mrs J complains that Medicash Health Benefits Limited (Medicash) has unfairly cancelled a policy she held with it and showed discrimination when it offered her an alternate policy. What happened Mrs J had a policy with Medicash which pays cash sums towards various... (2 pages)View decision -
Decision Reference DRN-4635173
25 Mar 2024 Aviva Insurance Limited UpheldInsuranceDRN-4635173 The complaint Mr C complains about how Aviva Insurance Limited handled a windscreen claim on his motor insurance policy. He wants compensation and replacement of the windscreen with a genuine part. What happened Mr C’s car’s windscreen was damaged, and he made a claim on his p... (3 pages)View decision -
Decision Reference DRN-4704763
25 Mar 2024 Covea Insurance plc Not upheldInsuranceDRN-4704763 The complaint Mr K complains that Covea Insurance plc turned down a claim made under a property owners policy. What happened Mr K is a leaseholder of a flat which he rents out. The flat is covered by a block insurance policy taken out by a residents association, and underwritte... (3 pages)View decision -
Decision Reference DRN-4458197
25 Mar 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4458197 The complaint Mr R complains that Bank of Scotland plc trading as Halifax delayed giving him the mortgage advice he needed, and that meant he’s paying a higher interest rate on his remortgage now. He wanted Halifax to give him the lower rate that he’d first discussed with it. W... (3 pages)View decision
