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 367300 results
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Decision Reference DRN-5094339
18 Dec 2024 Monzo Bank Ltd Not upheldConsumer CreditDRN-5094339 The complaint Mr A complains that Monzo Bank Ltd treated him unfairly by defaulting his current account. What happened On 1 October 2023, Monzo emailed Mr A to say it had decided to close his current account on 2 December 2023. On 28 November 2023, Monzo sent Mr A a message ... (4 pages)View decision -
Decision Reference DRN-5181128
18 Dec 2024 Wakam Not upheldInsuranceDRN-5181128 The complaint Mr H complains about the decline of a claim he made under his mechanical breakdown insurance policy with Wakam. What happened The background to this complaint is well known to Mr H and Wakam. In my decision, I’ll focus mainly on giving the reasons for reaching t... (4 pages)View decision -
Decision Reference DRN-4608058
18 Dec 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4608058 The complaint Ms A complains that Starling Bank Limited (Starling) has declined to refund payments she made as part of a scam. The complaint In June 2023, Ms A received a message via a messaging app, which appeared to be from her daughter. This message contained a link wh... (4 pages)View decision -
Decision Reference DRN-5197275
18 Dec 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5197275 The complaint Mrs C and Mr C complain that Lloyds Bank General Insurance Limited have unfairly declined their claim for storm damage to their property. What happened Mrs C and Mr C had a buildings insurance policy with Lloyds. On 2 January 2024 Mrs C and Mr C contacted Llo... (4 pages)View decision -
Decision Reference DRN-4947258
18 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4947258 Complaint Miss V is unhappy that Monzo Bank Ltd didn’t reimburse her after she told it she’d fallen victim to a scam. Background In late September 2023, Miss V was contacted by a recruiter. They claimed to hire for a company I’ll refer to as F. Miss V was not looking for a j... (4 pages)View decision -
Decision Reference DRN-5221035
18 Dec 2024 Hargreaves Lansdown Asset Management Limited UpheldPensions and AnnuitiesDRN-5221035 The complaint Mr H complained that Hargreaves Lansdown Asset Management Limited (Hargreaves) caused him a financial loss by delaying him in accessing tax free cash from his pension. He would like to be compensated for this loss. What happened I have reviewed all the evidenc... (6 pages)View decision -
Decision Reference DRN-5166606
18 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5166606 The complaint Mr F is unhappy that Barclays Bank UK PLC trading as Barclaycard charged him interest on purchases which should’ve been on a 0% promotional offer. What happened Mr F has held a Barclaycard Platinum card since December 2023. Barclaycard sent Mr F a promotional o... (2 pages)View decision -
Decision Reference DRN-5177313
18 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5177313 The complaint Company T complains National Westminster Bank Plc trading as Mettle, delayed crediting its account with funds sent to it by a client from overseas. What happened T asked a client in Europe to pay for a service it provides. The client paid the funds from a bank ... (3 pages)View decision -
Decision Reference DRN-5175426
18 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5175426 The complaint Mr R complains that Revolut Ltd won’t refund money he lost when he was a victim of a purchase scam. What happened The background to this complaint is well known to both parties, so I won’t repeat all of it here. But I’ll summarise the key points and then focus ... (4 pages)View decision -
Decision Reference DRN-5141646
18 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5141646 The complaint Mr A complains about National Westminster Bank Plc’s decision not to provide him with a student account. What happened In September 2024, Mr A made an application for a student account with NatWest. He did so after receiving an unconditional offer from a univer... (3 pages)View decision
