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 367927 results
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Decision Reference DRN-5056250
11 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5056250 The complaint Mr F holds/held an account with Lloyds Bank PLC (“Lloyds Bank”). Mr F’s complaint is about Lloyds Bank’s refusal to reimburse him money he says he lost due to a scam. Mr F is represented by CEL Solicitors in this matter. However, where appropriate, I will ref... (4 pages)View decision -
Decision Reference DRN-5445837
11 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5445837 The complaint Mr J complains that NewDay Ltd was irresponsible in its lending to him. He wants all interest and charges refunded along with statutory interest and any adverse information recorded about his account removed from his credit file. Mr J is represented by a third ... (3 pages)View decision -
Decision Reference DRN-5477114
11 Apr 2025 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-5477114 The complaint Miss E’s complaint is about the administration of her buy-to-let (BTL) mortgage account held with Bank of Ireland (UK) Plc (“BOI”) after it fell into arrears. Miss E says that BOI “constantly harasses, intimidates and seeks income and expenditure every 3 months... (3 pages)View decision -
Decision Reference DRN-5031498
11 Apr 2025 Black Horse Limited Not upheldConsumer CreditDRN-5031498 The complaint Mr R complains about the quality of a used caravan he acquired through a hire purchase agreement with Black Horse Limited (‘Black Horse’). Mr R says that the caravan wasn’t of satisfactory quality, it has been unreliable, and it was not a good product. What ha... (4 pages)View decision -
Decision Reference DRN-5476936
11 Apr 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5476936 The complaint Mrs A complains that Inter Partner Assistance SA (“IPA”) failed to deal with a claim on her home emergency policy correctly, and the failure to diagnose the problem caused her boiler to break down completely. What happened Mrs A made a claim on her policy. She ... (3 pages)View decision -
Decision Reference DRN-5386687
11 Apr 2025 Great Lakes Insurance SE UpheldInsuranceDRN-5386687 The complaint Mr W has complained about the way Great Lakes Insurance SE handled a claim he made under his mobile phone insurance policy. Reference to Great Lakes includes its agents and representatives. What happened The circumstances aren’t in dispute, so I’ll summarise ... (4 pages)View decision -
Decision Reference DRN-5448780
11 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5448780 The complaint Miss S complains about the cost of using her Barclays Bank UK PLC travel wallet through her Barclays app, and the information she received from staff. What happened Miss S said she contacted Barclays to find out how she could use her debit card abroad without i... (3 pages)View decision -
Decision Reference DRN-5467597
11 Apr 2025 HSBC UK Bank Plc UpheldConsumer CreditDRN-5467597 The complaint Mr D complains that HSBC UK Bank Plc, trading as first direct, got the interest rate wrong when they calculated a settlement figure for him. What happened Mr D took a loan out with first direct in July 2024. The interest rate was set at 6.4% per year. When Mr D... (2 pages)View decision -
Decision Reference DRN-5415498
11 Apr 2025 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5415498 The complaint Mr S complains through a representative that N.I.I.B. Group Limited trading as Northridge Finance (“Northridge”) failed to conduct adequate affordability checks before it lent to him. What happened In April 2019, Northridge provided Mr S with a hire purchase a... (4 pages)View decision -
Decision Reference DRN-5186266
11 Apr 2025 Investment Funds Direct Limited Not upheldPensions and AnnuitiesDRN-5186266 The complaint Mr S complains about the way in which Investment Funds Direct Limited trading as M&G Wealth Platform (“M&G”) has corrected an error in the setup of contributions being made to his pension plan. What happened Mr S has been assisted in making this complai... (3 pages)View decision
