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 381082 results
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Decision Reference DRN-4842983
10 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4842983 The complaint Mr K complains that Revolut Ltd did not refund the money he lost to a scam. What happened Mr K found an investment opportunity on social media. He signed up after seeing the company was registered on Companies House and began investing. He made the following tr... (2 pages)View decision -
Decision Reference DRN-5036788
10 Oct 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5036788 The complaint Mr P complains that Bank of Scotland plc (trading as Halifax) won’t pay him the £120 he says was missing from his account after he made a cash deposit of £4,735 using a cash deposit machine in branch. What happened Both sides are familiar with the case, so I’ll... (3 pages)View decision -
Decision Reference DRN-5044016
10 Oct 2024 Bank of Scotland Plc Not upheldMortgagesDRN-5044016 The complaint Mr and Mrs S complained about a letter they received from Bank of Scotland plc trading as Halifax, when their mortgage was paid off. That letter said because they live in Scotland, they should pay a lawyer to complete the removal of Halifax’s charge on their pr... (4 pages)View decision -
Decision Reference DRN-5039557
10 Oct 2024 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5039557 The complaint Mr A has complained that OAKBROOK FINANCE LIMITED trading as Likely Loans (“Likely Loans”) irresponsibly lent to him. What happened Mr A was advanced one loan of £2,000 on 19 July 2021 following an application through a broker. Mr A was due to make 12 monthly ... (3 pages)View decision -
Decision Reference DRN-4989655
10 Oct 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4989655 The complaint Mrs P complains, as a director, on behalf of PD (a limited company) that Metro Bank PLC didn’t advise that overdraft renewal fees would be charged to PD’s account. She hasn’t specified what redress she is seeking. What happened The details of this complaint ar... (2 pages)View decision -
Decision Reference DRN-4637080
10 Oct 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4637080 The complaint Mrs N complains that American Express Services Europe Limited (“Amex”) declined her claim for money back for a mobile phone. What happened Mrs N’s husband is an additional cardholder on her Amex credit card account. In June 2021, he purchased a mobile phone fro... (3 pages)View decision -
Decision Reference DRN-4957195
10 Oct 2024 U K Insurance Limited Not upheldInsuranceDRN-4957195 The complaint Mrs K complains of a lack of progress with repairs to her car when she made a claim on her motor insurance policy with U K Insurance Limited trading as Privilege Insurance (UKI) and that she did not receive a like for like courtesy car. There are several parti... (2 pages)View decision -
Decision Reference DRN-4869168
10 Oct 2024 PSI-Pay Ltd Not upheldBanking and PaymentsDRN-4869168 The complaint Miss M complained because PSI-Pay Ltd refused to refund her for transactions for £45 and £450 which she said she didn’t make. What happened On 14 November 2023, Miss M’s phone was used and a new payee was set up on Miss M’s Pockit account. Two payments made to... (3 pages)View decision -
Decision Reference DRN-5064728
10 Oct 2024 Society of Lloyd's UpheldInsuranceDRN-5064728 The complaint Mr H has complained about the amount Society of Lloyd’s (SOL) has offered in settlement of his claim for a van insured under a van insurance policy. He has also complained about the way SOL handled the claim. Any reference to SOL includes the underwriter at SO... (4 pages)View decision -
Decision Reference DRN-5073322
10 Oct 2024 Aviva Insurance Limited UpheldInsuranceDRN-5073322 The complaint Mr B complains Aviva Insurance Limited unfairly asked for a fee to update his phone number for his motor insurance policy. What happened I issued a provisional decision. I said: “I’ve considered all the available evidence and arguments to decide what’s fair a... (2 pages)View decision
