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-5337882
10 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5337882 The complaint Ms R complains about the poor service received by Santander UK Plc (“Santander”) when she wished to open an account for her daughter. In particular, she says Santander failed to take into account her needs and to make it clear to her that it wasn’t possible to ... (4 pages)View decision -
Decision Reference DRN-5364103
10 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5364103 The complaint A company, which I will call P, complains that Revolut Ltd will not agree to fully refund account fees after charging for an upgraded service that P says it didn’t apply for. Mr C, who is a director of P, brings the complaint on behalf of P via his representat... (3 pages)View decision -
Decision Reference DRN-5328727
10 Mar 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5328727 The complaint Mr C has complained about a loan Zopa Bank Limited provided to him. He says the loan was unaffordable and therefore shouldn’t have been given to him. Mr C is represented in bringing his complaint, but for ease I’ve written as if we’ve dealt directly with him th... (3 pages)View decision -
Decision Reference DRN-5384541
10 Mar 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5384541 The complaint Mr and Mrs M complain that Lloyds Bank General Insurance Limited (Lloyds), renewed their home insurance when they asked for it to be cancelled and haven’t provided a full refund of the payment taken. What happened Mr and Mrs M held home insurance with Lloyds. ... (3 pages)View decision -
Decision Reference DRN-5110019
10 Mar 2025 M&G Investment Management Limited Not upheldInvestmentsDRN-5110019 The complaint Mr H complains that M&G Investment Management Limited didn’t make it clear how long it would take for a payment made by direct debit to reach his Individual Savings Account (‘ISA’). What happened On 5 March 2024, Mr H requested a payment into his M&G IS... (3 pages)View decision -
Decision Reference DRN-5293354
10 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5293354 The complaint Ms H complains that HSBC UK Bank Plc (‘HSBC’), irresponsibly granted her a credit card she couldn’t afford to repay. What happened In October 2016 Ms H entered into an agreement with HSBC to have access to credit by way of a credit card account. She was given ... (4 pages)View decision -
Decision Reference DRN-5238441
10 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5238441 The complaint Miss P has complained that Santander UK Plc won’t refund the money she lost after falling victim to a scam. What happened In summer 2024, Miss P was selling an item online. A scammer got in touch, took their conversation off the platform, and told Miss P they’d... (2 pages)View decision -
Decision Reference DRN-5274373
10 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5274373 The complaint Ms P and Mr T are complaining about the time it took Royal & Sun Alliance Insurance Limited (RSA) to issue a settlement after they made a claim on their buildings insurance policy for damage to their conservatory. Mr T has largely acted on behalf of Ms P an... (2 pages)View decision -
Decision Reference DRN-5384420
10 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5384420 The complaint Mrs J on behalf of the executors of the late Mr J’s estate complains about the service received from National Westminster Bank Plc (“NatWest”) when dealing with the late Mr J’s fixed rate ISA. In particular, Mrs J is unhappy NatWest closed the ISA before maturi... (4 pages)View decision -
Decision Reference DRN-5146823
10 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5146823 The complaint A company, which I will call B, complains that Lloyds Bank PLC (‘Lloyds’) declined to complete an application to renew its overdraft unless the company directors provided details of their personal finances. Mrs B, who is a director of B, brings the complaint o... (3 pages)View decision
