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 364862 results
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Decision Reference DRN-5245518
23 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5245518 The complaint Mr M is unhappy with Santander UK Plc. Mr M found Santander had blocked access to his accounts and wouldn’t tell him why. Santander wouldn’t lift the block until Mr M went to a branch with proof of identification. What happened Mr M said he was vulnerable, had... (3 pages)View decision -
Decision Reference DRN-5008233
23 Jan 2025 Shawbrook Bank Limited UpheldBanking and PaymentsDRN-5008233 The complaint Ms T complains that Shawbrook Bank Limited (Shawbrook) have provided two statements for the same accounting period with two different balances. What happened On 27 December 2023, Ms T requested a £6,000 ISA transfer from her previous provider to Shawbrook. When... (4 pages)View decision -
Decision Reference DRN-5193178
23 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5193178 The complaint Mrs W complains that Lloyds Bank PLC will not refund the £10,000 she says she lost to a scam. Mrs W is represented in this complaint by a claims management company, for simplicity I will largely refer to Mrs W throughout this decision, even when referencing wh... (3 pages)View decision -
Decision Reference DRN-5147280
23 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5147280 The complaint Mrs B complains that Revolut Ltd did not refund a series of payments she lost to a scam. What happened Mrs B was contacted via a messaging app about an investment opportunity, which turned out to be a scam. She was told the investment was buying and selling cur... (9 pages)View decision -
Decision Reference DRN-5158036
23 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5158036 The complaint Mrs W complains that Lloyds Bank PLC allowed a fraudster to open and operate an account with it, leading to a significant loss for Mrs W, and that it failed to act when told that the account had been used for fraud. Mrs W is represented in this complaint by a ... (3 pages)View decision -
Decision Reference DRN-5227141
23 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5227141 The complaint Mr B complains about how HSBC UK Bank Plc trading as first direct (FD) treated him when he telephoned them after a debit card decline, and the subsequent service they provided. As a result, Mr B suffered significant inconvenience and stress. What happened In A... (3 pages)View decision -
Decision Reference DRN-5240864
23 Jan 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5240864 The complaint Miss B complains that Admiral Insurance (Gibraltar) Limited declined a claim on her pet insurance policy. What happened Miss B has been assisted by a representative in bringing the complaint but for ease I’ll refer to Miss B in my decision. Miss B’s cat gave bi... (2 pages)View decision -
Decision Reference DRN-5259564
23 Jan 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5259564 The complaint Mr I has complained that Inter Partner Assistance SA (IPA) hasn’t fully settled a claim he made on a travel insurance policy. What happened Mr I travelled abroad for a ski trip in January 2024. Unfortunately, his luggage was mislaid by the airline on the outbo... (3 pages)View decision -
Decision Reference DRN-4893337
23 Jan 2025 Motability Operations Limited Not upheldConsumer CreditDRN-4893337 The complaint Mrs H is unhappy that Motability Operations Limited (‘Motability’) won’t supply her with a specific make and model of car under a regulated hire agreement. Mrs H has been represented during the claim and complaint process by Mr A. For ease of reference, I wil... (3 pages)View decision -
Decision Reference DRN-5206471
23 Jan 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5206471 The complaint Mr S(1) and Mr S(2) complain about how Admiral Insurance (Gibraltar) Limited (“Admiral”) declined a claim under their car insurance policy. Mr S(2) is a named driver on the policy, which is held in Mr S(1)’s name. But for ease, and because the person primarily ... (5 pages)View decision
