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 364422 results
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Decision Reference DRN-5065422
13 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5065422 The complaint Ms O complains that Bank of Scotland plc has declined her claim for a refund under section 75 of the Consumer Credit Act 1974 (“section 75”) and under chargeback. The bank trades in this case under its Halifax brand. What happened In or around May 2022 Ms O agr... (3 pages)View decision -
Decision Reference DRN-5152261
13 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5152261 The complaint Miss E complains that Revolut Limited won’t refund money she lost when she was the victim of a scam. Miss E is represented by a firm that I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer t... (12 pages)View decision -
Decision Reference DRN-5394107
13 Mar 2025 HDI Global Specialty SE UpheldInsuranceDRN-5394107 The complaint Mr R and Mrs R complain that HDI Global Specialty SE (HDI) voided their home insurance policy and refused to pay their claim. Mrs R has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to any acti... (6 pages)View decision -
Decision Reference DRN-5195483
13 Mar 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5195483 The complaint Mr and Mrs P’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (25 pages)View decision -
Decision Reference DRN-5193490
13 Mar 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5193490 The complaint Mr and Mrs R’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (the ‘CCA’) and (2) deciding aga... (23 pages)View decision -
Decision Reference DRN-5348345
13 Mar 2025 Lloyds Bank PLC Not upheldInsuranceDRN-5348345 The complaint Mrs J complains that Lloyds Bank PLC mis-sold her an income protection policy. What happened Mrs J had a meeting with Lloyds in September 2012 and October 2014. During both meetings Lloyds recommended Mrs J a policy that would provide an income benefit if she ... (3 pages)View decision -
Decision Reference DRN-5393266
13 Mar 2025 Somerset Bridge Insurance Services Limited UpheldInsuranceDRN-5393266 The complaint Miss B complains Somerset Bridge Insurance Services Limited provided a poor service as an insurance intermediary. What happened In January 2024 Miss B took out motor insurance arranged by Somerset Bridge. The policy was provided by an insurer - I’ll call it ‘D... (3 pages)View decision -
Decision Reference DRN-5394059
13 Mar 2025 ACI-UK LIMITED Not upheldConsumer CreditDRN-5394059 The complaint Mr R complains ACI-UK Limited haven’t removed a default applied to his credit file for a debt they hold when he thinks they should. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevan... (5 pages)View decision -
Decision Reference DRN-5364915
13 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5364915 The complaint Mr H complains that Barclays Bank UK PLC did not refund a series of payments he says he lost to a scam. What happened Mr H was introduced to an investment opportunity by a financial advisor in 2019. I will refer to the company as ‘G’ and it provided investment ... (2 pages)View decision -
Decision Reference DRN-5249001
13 Mar 2025 Lloyds Bank PLC Not upheldInvestmentsDRN-5249001 The complaint The estate of the late Mr N is represented by a claims management company (CMC). It complains on their behalf about the advice they received from Lloyds Bank PLC (Lloyds) in 2006. It says that the advice was unsuitable for his circumstances at the time. What h... (3 pages)View decision
