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 360982 results
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Decision Reference DRN-5165793
10 Mar 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5165793 The complaint Mr B complains that Kroo Bank Ltd (‘Kroo’) unfairly restricted his account and held onto funds. What happened Mr B had a personal current account with Kroo. On 1 May 2024 Kroo reviewed Mr B’s account and placed restrictions on Mr K’s access to the account. Kr... (3 pages)View decision -
Decision Reference DRN-5308454
10 Mar 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5308454 The complaint Mr C complains that Kroo Bank Ltd (‘Kroo’) unfairly restricted his account and held onto funds. What happened Mr C opened a personal current account with Kroo in July 2023. On 1 August 2024 Kroo reviewed Mr C’s account and placed restrictions on Mr K’s access... (3 pages)View decision -
Decision Reference DRN-5367926
10 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5367926 The complaint Mr K complains about the way HSBC UK Bank Plc presented a transaction on his account. What happened Mr K holds a credit card account with HSBC. In September 2024, he saw a transaction that he queried. The transaction listed was described as a ‘non-sterling tra... (2 pages)View decision -
Decision Reference DRN-5314813
10 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5314813 The complaint Mr S is unhappy with Lloyds Bank PLC. He went to his local branch to pay in a cheque but found that the branch wasn’t open that day. Mr S had to go back again the following day to pay in the cheque. He wants £100 compensation for having to do this. What happen... (2 pages)View decision -
Decision Reference DRN-5245071
10 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5245071 The complaint Mr W complains that Lloyds Bank PLC won’t refund money he says he lost to an investment scam. What happened In 2018, Mr W first invested in a company – Buy2Let/Raedex Consortium Ltd (“R”) – which leased cars, from his Lloyds account. Between June 2019 and Decem... (7 pages)View decision -
Decision Reference DRN-5380274
10 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5380274 The complaint Mr M is unhappy Lloyds Bank PLC won’t reimburse money he lost to a scam. What happened In September 2020 Mr M invested in an unregulated company (“K”). It claimed to be involved in providing bridging loans. Mr M believed he was purchasing a £2,500 ‘2-year fixe... (4 pages)View decision -
Decision Reference DRN-5339431
10 Mar 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5339431 The complaint Mr M complains that Marshmallow Insurance Limited (“Marshmallow”) declined a claim and cancelled his motor insurance policy. What happened Mr M had a motor insurance policy with Marshmallow. In December 2023 Mr M arranged to buy a new car. He part-exchanged his... (2 pages)View decision -
Decision Reference DRN-5347959
10 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5347959 The complaint Mr U complains that Nationwide Building Society (“Nationwide”) allowed the joint account holder (his ex-wife) to move several direct debits from their joint account to her personal account without his knowledge or consent. What happened Mr U held a joint accoun... (3 pages)View decision -
Decision Reference DRN-5164399
10 Mar 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5164399 The complaint Mr T has complained about a loan Madison CF UK Limited trading as 118 118 Money Personal Finance provided to him. He says the loan was unaffordable and therefore shouldn’t have been given to him. Mr T is represented in bringing his complaint, but for ease I’ve... (3 pages)View decision -
Decision Reference DRN-5331150
10 Mar 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5331150 The complaint Mr and Mrs E complain that Bank of Scotland plc trading as Halifax hasn’t treated them fairly in relation to arrears on their mortgage. In particular, they dispute that Halifax is acting fairly in treating them as having missed payments, when it sought reposses... (7 pages)View decision
