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 381196 results
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Decision Reference DRN-4903764
29 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4903764 The complaint Miss P complains that Santander UK Plc (“Santander”) failed to refund a transaction she didn’t recognise. What happened Miss P was abroad for work purposes in a country I’ll refer to as B. During her visit she was responsible for making payments for accommodati... (4 pages)View decision -
Decision Reference DRN-4827920
29 Oct 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4827920 The complaint A company, which I’ll refer to as S, complains that Lloyds Bank PLC (‘Lloyds’) hasn’t reimbursed funds lost by S. Mr B, who is a director of S, brings the complaint on S’ behalf. What happened Mr B says he was introduced to an investment with a company I’ll ref... (4 pages)View decision -
Decision Reference DRN-4976143
29 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4976143 The complaint Mrs and Miss C complain that Santander UK Plc won’t reimburse them after they lost money to an investment – that they now consider to have been a scam. While the account in question belongs to just Mrs and Miss C, it was Mr and Mrs C’s funds that were lost to t... (7 pages)View decision -
Decision Reference DRN-4885880
29 Oct 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4885880 The complaint Mr M has complained Zopa Bank Limited is asking him to repay a fixed-sum loan he didn’t take out. What happened In January 2024, Mr M’s partner, Ms M, died suddenly. As Mr M was sorting out her affairs, he discovered Ms M had been gambling secretly and had take... (3 pages)View decision -
Decision Reference DRN-4740790
29 Oct 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4740790 The complaint Mr and Mrs P complain that Bank of Scotland Plc trading as Intelligent Finance (IF) closed their current account which had been offset against their mortgage. What happened Mr and Mrs P had a current account and a mortgage with IF. The current account was offse... (3 pages)View decision -
Decision Reference DRN-4400488
29 Oct 2024 Paysafe Financial Services Limited Not upheldBanking and PaymentsDRN-4400488 The complaint Mr K complains that Paysafe Financial Services Limited closed his account and restricted access to his funds. He’d like the funds returned to him. What happened Mr K had an account with one of Paysafe’s agents. For ease I’ll refer to Paysafe throughout my decis... (3 pages)View decision -
Decision Reference DRN-5111953
29 Oct 2024 Unum Ltd Not upheldInsuranceDRN-5111953The complaint Ms X is unhappy that Unum Limited declined a claim under a group income protection insurance policy and with the service she received when considering that\<br />View decision
claim. What happened Ms X was signed off work by her GP in May 2022 with high blood pressure and wor... (7 pages) -
Decision Reference DRN-4976188
29 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4976188 The complaint Miss C complains that Santander UK Plc won’t reimburse her after she lost money to an investment – that she now considers to have been a scam. Miss C is represented in bringing this complaint by her father, but for ease of reference, I’ll refer to all submissio... (7 pages)View decision -
Decision Reference DRN-4949651
29 Oct 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-4949651 The complaint Mr B complains that Scottish Widows Limited has not provided a satisfactory explanation for the significant loss in value of his personal pension policy. What happened Mr B had a stakeholder pension plan with Scottish Widows. He commenced the plan in 2014 and ... (4 pages)View decision -
Decision Reference DRN-4717917
29 Oct 2024 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-4717917 The complaint Mr G complains about the quality of a car he was supplied with by CA AUTO FINANCE UK LTD (“CA”) under a finance agreement (“agreement”) and that the agreement had been mis- sold to him. What happened On 27 May 2023 Mr G entered into an agreement with CA for a c... (4 pages)View decision
