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-4534380
14 Feb 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4534380 The complaint Mrs M complains she didn’t qualify for a switching incentive from Nationwide Building Society. What happened On 15 November 2022 Mrs M spoke with an agent at Nationwide and discussed criteria and her options for switching a bank account to obtain an incentive of £... (2 pages)View decision -
Decision Reference DRN-4315846
14 Feb 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4315846 The complaint Ms S complains that Vacation Finance Limited, trading as VFL Finance Solutions, won’t refund to her the money that she paid for some holiday club membership credits. She’s being represented in her complaint by a claims management company. What happened Ms S’s repr... (6 pages)View decision -
Decision Reference DRN-4610139
14 Feb 2024 Lloyds Bank PLC Not upheldConsumer CreditDRN-4610139 Complaint Mr M has complained about a personal loan Lloyds Bank PLC (“Lloyds”) provided to him. He says that the loan was unaffordable. Background Mr M also complained about credit cards which Lloyds provided to him. But we’ve already provided him with an answer on that separat... (3 pages)View decision -
Decision Reference DRN-4622114
14 Feb 2024 Hargreaves Lansdown Advisory Services Limited UpheldInvestmentsDRN-4622114 The complaint Mr and Mrs C complain that they were given insufficient advice by Hargreaves Lansdown Advisory Services Limited (“HL”) about how to invest cash into their investment portfolios. What happened In 2010, following advice from HL, Mr and Mrs C invested in HL’s Portfol... (6 pages)View decision -
Decision Reference DRN-4593678
14 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4593678 The complaint Mr S is unhappy that Monzo Bank Ltd will not refund the money he lost as the result of a scam. Mr S has brought his complaint through a representative, I will refer solely to Mr S in this decision for ease of reading. What happened Both parties are familiar with t... (3 pages)View decision -
Decision Reference DRN-4620222
14 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4620222 The complaint Mr D and Ms L are business partners. Mr D complains on behalf of the partnership that Lloyds Bank PLC is unfairly holding them personally liable for a Bounce Back Loan (”BBL”) that was applied for in the name of a limited company. In this decision, I’ll refer to t... (6 pages)View decision -
Decision Reference DRN-4622498
14 Feb 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4622498 The complaint Mr M complains that Scottish Widows Limited (Scottish Widows) caused delays in setting up his pension benefits causing him financial losses and distress and inconvenience. He wants compensation for his losses. What happened Mr M wanted to take his benefits from hi... (7 pages)View decision -
Decision Reference DRN-4327682
14 Feb 2024 Friends Capital Limited Not upheldMortgagesDRN-4327682 The complaint Mr S and Mrs S complain that Friends Capital Limited didn’t refund a mortgage application fee when they were unable to proceed with the application. Mrs S has dealt with the complaint. She says this has caused her anxiety and worry about being able to cope financi... (2 pages)View decision -
Decision Reference DRN-4601004
14 Feb 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4601004 The complaint Ms W complains that Nationwide Building Society says it won’t refund the money she transferred to a builder who has failed to complete the agreed work. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But... (4 pages)View decision -
Decision Reference DRN-4611311
14 Feb 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4611311 The complaint Mr L complains that Red Sands Insurance Company (Europe) Limited unfairly declined part of a claim he made under his home insurance policy. Red Sands is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As ... (7 pages)View decision
