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 360264 results
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Decision Reference DRN-5281513
27 Feb 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5281513 The complaint Mr P complains about a charge that has been made by Close Brothers Limited, trading as Close Brothers Motor Finance, relating to the collection of a motorbike that had been supplied to him under a hire purchase agreement. What happened A used motorbike was supp... (2 pages)View decision -
Decision Reference DRN-5114094
27 Feb 2025 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-5114094 The complaint Mr H has complained that Liverpool Victoria Financial Services Limited has not removed an exclusion to the income protection section of his Flexible Protection Plan. What happened The background to this complaint is well known to the parties so it services no p... (2 pages)View decision -
Decision Reference DRN-5318633
27 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5318633 Complaint Mr and Mrs J have complained that Bank of Scotland plc (trading as “Halifax”) continued to allow them to use their overdraft over an extended period, even when they were in financial difficulty. Background We’ve previously explained to the parties why we are unabl... (5 pages)View decision -
Decision Reference DRN-5361607
27 Feb 2025 AXIS Specialty Europe SE UpheldInsuranceDRN-5361607 The complaint Mr D complains that AXIS Specialty Europe SE declined a claim under a travel insurance policy. What happened Mr D holds a travel insurance policy through his employer. The insurer is AXIS. Mr D sadly had to cancel a holiday as his uncle passed away shortly be... (2 pages)View decision -
Decision Reference DRN-5215978
27 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5215978 The complaint Miss G complains that Revolut Ltd hasn’t refunded her after she fell victim to a scam. What happened The background to this complaint is well-known to all parties, so my summary here will be brief. Miss G fell victim to what’s commonly known as a safe account s... (2 pages)View decision -
Decision Reference DRN-5215974
27 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5215974 The complaint Miss G complains that Bank of Scotland plc trading as Halifax hasn’t refunded her after she fell victim to a scam. What happened The background to this complaint is well-known to all parties, so my summary here will be brief. Miss G fell victim to what’s common... (2 pages)View decision -
Decision Reference DRN-5215980
27 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5215980 The complaint Miss G complains that Monzo Bank Ltd hasn’t refunded her after she fell victim to a scam. What happened The background to this complaint is well-known to all parties, so my summary here will be brief. Miss G fell victim to what’s commonly known as a safe accoun... (4 pages)View decision -
Decision Reference DRN-5361693
27 Feb 2025 Stripe Payments UK Limited UpheldBanking and PaymentsDRN-5361693 The complaint B, a limited liability partnership, complain that Stripe Payments UK Limited blocked and subsequently closed their account. They are unhappy funds were withheld from them and say this damaged their reputation and led to them incurring additional costs. What ha... (3 pages)View decision -
Decision Reference DRN-5007590
27 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5007590 The complaint Mr W is being represented by solicitors. He’s complaining about Wise Payments Limited because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr W fell victim to a cruel job scam. He was approached online and offered a role that r... (4 pages)View decision -
Decision Reference DRN-5132840
27 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5132840 The complaint Mrs B complains about Lloyds Bank PLC’s handling of a Data Subject Access Request (DSAR) made in connection with an account. Note Mrs B brings this complaint with the assistance of her son, Mr B who holds Power of Attorney (POA) for her. As such, and because Mr... (3 pages)View decision
