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 365360 results
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Decision Reference DRN-4580359
15 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4580359 The complaint Miss G complains that Lloyds Bank PLC (“Lloyds”) rejected a direct debit (“DD”) indemnity claim she submitted going against the direct debit guarantee. What happened In February 2018 a direct debit authority for a merchant (the “originator”) was granted to take a ... (3 pages)View decision -
Decision Reference DRN-4605417
15 Feb 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4605417 Complaint Mr S has complained about a personal loan Zopa Bank Limited (“Zopa”) which he says it unfairly lent to him. He says his existing debt meant that this loan was unaffordable for him. Background Zopa provided Mr S with a loan for £6,000.00 in October 2021. This loan had ... (3 pages)View decision -
Decision Reference DRN-4597809
15 Feb 2024 Sun Life Assurance Company of Canada (U.K.) Limited Not upheldInvestmentsDRN-4597809 The complaint Mr and Mrs D’s complaint is about the administration of a mortgage endowment policy they have with Sun Life Assurance Company of Canada (U.K.) Limited. They are unhappy about Sun Life’s administration of the policy following a new IT system being put in place in t... (3 pages)View decision -
Decision Reference DRN-4596148
15 Feb 2024 Sun Life Assurance Company of Canada (U.K.) Limited Not upheldInvestmentsDRN-4596148 The complaint This complaint is about three mortgage endowment policies Mr C had with Sun Life Assurance Company of Canada (U.K.) Limited. He has complained that they were not suitable for his circumstances at the times of the sales. Mr C is represented in his complaint by a cl... (3 pages)View decision -
Decision Reference DRN-4282053
15 Feb 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4282053 The complaint Mr S’ complaint is about a mortgage he had with Bank of Scotland plc (BoS). He has concerns about how the mortgage was administered over many years before he surrendered the property to BoS in 2022, the sale of the property thereafter, and the resultant informatio... (3 pages)View decision -
Decision Reference DRN-4602867
15 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4602867 The complaint Mrs S complains that HSBC UK Bank Plc trading as First Direct (‘First Direct’) won’t refund the money she lost after falling victim to a scam. What happened Mrs S’s complaint has been brought by a professional representative, but as the account is in Mrs S’s name ... (3 pages)View decision -
Decision Reference DRN-4608650
14 Feb 2024 Monument Life Insurance Dac Not upheldInsuranceDRN-4608650 The complaint Mr P has complained that Monument Life Insurance Dac has cancelled his mortgage payment protection insurance (PPI) policy. What happened Monument wrote to Mr P on 23 March 2023 informing him that the policy would be cancelled on 30 June 2023. Our investigator didn... (2 pages)View decision -
Decision Reference DRN-4411697
14 Feb 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4411697 The complaint Mr S is unhappy Nationwide Building Society declined a claim under Section 75 of the Consumer Credit Act 1974 (‘S75’) in relation to a cosmetic treatment. What happened Around January 2020 Mr S agreed to undergo hair transplant surgery with a company I’ll refer to... (3 pages)View decision -
Decision Reference DRN-4185412
14 Feb 2024 Virgin Money Unit Trust Managers Ltd UpheldInvestmentsDRN-4185412 The complaint Mr H complains about the way Virgin Money Unit Trust Managers Ltd has handled his request to transfer his Stocks and Shares ISA to another manager. He says it has failed to answer his queries and caused a financial disadvantage. What happened Mr H holds a stocks a... (4 pages)View decision -
Decision Reference DRN-3980394
14 Feb 2024 Rathbones Investment Management Limited Not upheldInvestmentsDRN-3980394 The complaint Mr and Mrs A complain about how Rathbone Investment Management Limited (Rathbones) have managed their investment accounts. What happened Mr and Mrs A have held investment accounts within a discretionary portfolio management service with Rathbones since 2019. Holdi... (3 pages)View decision
