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 385994 results
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Decision Reference DRN-5625449
7 Jul 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5625449 The complaint Ms K complains that MBNA Limited has recorded adverse information on her credit file in relation to a credit card account she had with it. What happened Ms K says that as a result of some very difficult personal situations, she got into difficulty repaying her... (2 pages)View decision -
Decision Reference DRN-5672919
7 Jul 2025 Legal & General (Portfolio Management Services) Ltd Not upheldInvestmentsDRN-5672919 The complaint Mrs P and the late Mr P complain that when they tried to withdraw funds invested in the Legal and General Assurance Society Limited Investment Portfolio Service (‘IPS’), the investments and trust document could not be located. What happened Mrs P and the late M... (5 pages)View decision -
Decision Reference DRN-5667635
7 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5667635 The complaint Mr K and Mrs N complain that Lloyds Bank PLC unfairly closed their joint bank account and provided a poor level of service. As the primary complainant and for ease, I’ll mainly refer to Mr K in my decision. What happened Around April last year, Mr K discovered ... (3 pages)View decision -
Decision Reference DRN-5673993
7 Jul 2025 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5673993 The complaint Ms V complains about the way The National Farmers' Union Mutual Insurance Society Limited trading as NFU Mutual (“NFUM”) investigated a claim on her car insurance policy. What happened Ms V had a car insurance policy with NFUM. In January 2024 Ms V was sto... (4 pages)View decision -
Decision Reference DRN-5478995
7 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5478995 The complaint Mr L complains that Bank of Scotland plc trading as Halifax (‘Halifax’) hasn’t reimbursed him in full after he fell victim to a scam. What happened In January 2023 Mr L transferred £15,000 in respect of an investment with a company I’ll refer to as R. R later c... (6 pages)View decision -
Decision Reference DRN-5516360
7 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5516360 The complaint Mr R complains that Lloyds Bank PLC closed his local branch. He also complains that the interest rate being charged for the use of his overdraft is too high. What happened Mr R says that Lloyds are charging him a high rate of interest and he doesn’t think this... (3 pages)View decision -
Decision Reference DRN-5673341
7 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5673341 The complaint Mr D complains that HSBC Bank UK plc trading as first direct prevented him from accessing his money unfairly causing him stress, inconvenience, and financial detriment. What happened Mr D wrote a cheque, payable to himself, for £10,000. When this cheque was pre... (3 pages)View decision -
Decision Reference DRN-5671557
7 Jul 2025 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-5671557 The complaint Mrs M complains that Financial & Legal Insurance Company Ltd did not settle in full a claim on her pet insurance policy. What happened After Mrs M’s pet needed some treatment from the vet, she made a claim on her policy for the treatment costs. Financial &a... (3 pages)View decision -
Decision Reference DRN-5643830
7 Jul 2025 ONMO Limited Not upheldBanking and PaymentsDRN-5643830 The complaint Miss K complains that ONMO Limited unfairly applied an overlimit fee to her credit card account. What happened Miss K says that she regularly uses and checks her credit card, ensuring she remains inside of the credit limit. So she was surprised to find out tha... (2 pages)View decision -
Decision Reference DRN-5502471
7 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5502471 The complaint Mr M has complained about the way American Express Service Europe Limited (“AMEX”) dealt with a claim for money back in relation to a holiday cruise package he paid for with credit it provided. What happened In early 2024, Mr M used his AMEX credit card to pay... (3 pages)View decision
