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 369228 results
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Decision Reference DRN-4929582
10 Apr 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-4929582 The complaint Mr R complains about Zurich Assurance Ltd. He’s unhappy with how they’ve administered a reviewable whole of life (RWOL) policy he holds with them. What happened Mr R took out the RWOL policy in 1984. It initially had a sum assured of £50,000 for monthly premium... (7 pages)View decision -
Decision Reference DRN-5356519
10 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5356519 The complaint Ms L complains Revolut Ltd didn’t help her locate money she’d sent that she thought had gone missing. What happened Ms L has an account with Revolut and an account with another business who I’ll refer to as “S” throughout the rest of this decision. She’s had bo... (3 pages)View decision -
Decision Reference DRN-5386071
10 Apr 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5386071 The complaint Mr E complains Oodle Financial Services Limited trading as Oodle Car Finance’s (“Oodle”) decision to lend him. Mr E has been represented. For clarity, I’ve only referred to Mr E throughout this decision. What happened Mr E entered into a hire purchase agreement... (4 pages)View decision -
Decision Reference DRN-4994872
10 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4994872 The complaint Mr V complains that Revolut Ltd won’t refund money he lost when he was the victim of a scam. Mr V is represented by a firm that I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key... (13 pages)View decision -
Decision Reference DRN-5421651
10 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5421651 The complaint Mr M complains about the information Santander UK Plc are reporting to the Credit Reference Agencies (CRA’s) in relation to an overdraft account he had with it. What happened Mr M had an overdraft account with Santander. He says he spoke to someone at Santande... (2 pages)View decision -
Decision Reference DRN-4929132
10 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4929132 The complaint Mr and Mrs S complain that Lloyds Bank PLC “Lloyds” didn’t do enough to protect them when they made two payments for a property investment opportunity, which they now consider was a scam. What happened Mr and Mrs S made two payments from their Lloyds account to... (2 pages)View decision -
Decision Reference DRN-5469306
10 Apr 2025 Oakbrook Finance Limited UpheldConsumer CreditDRN-5469306 The complaint Mr D complains that Oakbrook Finance Limited (trading as Finio Loans) has incorrectly recorded missed payments on his credit file. What happened Mr D says Oakbrook has recorded four missed payments on his credit file whilst he was in a payment arrangement. He ... (2 pages)View decision -
Decision Reference DRN-5388829
10 Apr 2025 PayrNet Limited Not upheldBanking and PaymentsDRN-5388829 The complaint P, a limited company, complaints that PayrNet Limited unreasonably delayed a payment to their director’s personal account. P held an ANNA branded account – who provide services on behalf of PayrNet. For ease of reading in this decision I’ll refer to ANNA. Wha... (2 pages)View decision -
Decision Reference DRN-4977032
10 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4977032 The complaint Mr L complains that Bank of Scotland plc, trading as Halifax, won’t reimburse him money after he says he was defrauded. What happened As the circumstances of this complaint are well-known to both parties, I’ve summarised them briefly below. Mr L required the se... (3 pages)View decision -
Decision Reference DRN-5442037
10 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5442037 The complaint Mr A complains about the service provided by Bank of Scotland plc trading as Halifax’s agent when he called to discuss a balance transfer on his credit card account. What happened In September 2024, Mr A called Halifax to discuss a potential balance transfer. H... (3 pages)View decision
