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 128312 results
-
Decision Reference DRN-4999128
14 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4999128 The complaint A company, which I will refer to as B, complains that Barclays Bank UK Plc wrongly suspended access to its bank account for a period of nearly two months, and then closed the account. What happened B’s directors told us: Barclays began asking questions abou... (4 pages)View decision -
Decision Reference DRN-5324114
14 Feb 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5324114 The complaint Mr B’s complaint is that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding against payi... (24 pages)View decision -
Decision Reference DRN-5247522
14 Feb 2025 Vitality Life Limited UpheldInsuranceDRN-5247522 The complaint Mrs T complains about the decision by Vitality Life Limited to turn down her claim under a joint life insurance policy. What happened In August 2018, Mrs T and her late husband Mr T took out a joint life insurance policy with Vitality. Mrs T made a claim after... (3 pages)View decision -
Decision Reference DRN-5261697
14 Feb 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5261697 The complaint Miss G and Mr K complain about Admiral Insurance (Gibraltar) Limited’s settlement of a claim under their car insurance policy. What happened Miss G and Mr K had a car insurance policy with Admiral. In June 2024, their car was damaged in an accident and they mad... (3 pages)View decision -
Decision Reference DRN-5199028
14 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5199028 The complaint Mr H has complained Lloyds Bank plc is holding him liable for a personal loan which he didn’t take out. What happened In April 2024 after his account was blocked, Mr H got in touch with Lloyds. He learnt that a personal loan had been taken out on 4 April 2024 f... (3 pages)View decision -
Decision Reference DRN-5132114
14 Feb 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5132114 The complaint A charity, which I will refer to as W, complains that Metro Bank Plc allowed large amounts of money to be sent from W’s account without any security checks. What happened W’s representatives told us: W is a small charity which often sends small payments to ... (3 pages)View decision -
Decision Reference DRN-5117020
14 Feb 2025 ReAssure Limited UpheldInsuranceDRN-5117020 The complaint The complaint concerns a whole of life policy administered by ReAssure Limited and held in trust. The trustees are unhappy that medical underwriting prevented its reinstatement following it being made paid-up. What happened The background to the complaint will ... (3 pages)View decision -
Decision Reference DRN-4914256
14 Feb 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-4914256 The complaint Mr S has complained Metro Bank PLC won’t refund card transactions made using Apple Pay he didn’t make. What happened In March 2024 Mr S received a message from Metro asking whether he recognised a card transaction for £191.64 made to an online marketplace. He c... (3 pages)View decision -
Decision Reference DRN-5133898
14 Feb 2025 Vanguard Asset Management, Ltd UpheldInvestmentsDRN-5133898 The complaint Mr Y complains about the way Vanguard Asset Management, Ltd (Vanguard) have administered his Individual Savings Account (ISA). What happened The details of what happened are well known to both parties. So, I will just summarise them here. Mr Y holds an ISA wi... (2 pages)View decision -
Decision Reference DRN-5332519
14 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5332519 The complaint Mr and Mrs K are unhappy that Nationwide Building Society has decided not to refund them the money they lost, to what they believed was an Authorised Push Payment (“APP”) scam. What happened I issued my provisional decision on this complaint on 20 December 202... (3 pages)View decision