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 123743 results
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Decision Reference DRN-5513671
19 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5513671 The complaint Mr S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) hasn’t refunded him for transactions he says he didn’t authorise. He also complains about issues concerning the administration of his account. What happened In September 2024, Mr S ... (4 pages)View decision -
Decision Reference DRN-5624076
19 Jun 2025 IFG Pensions Limited UpheldPensions and AnnuitiesDRN-5624076 The complaint Mr F’s complaint concerns investments made on a platform by a Discretionary Fund Manager (DFM), in his self-invested personal pension (SIPP), provided by IFG Pensions Limited (IFG). Mr F, via a representative, says IFG allowed the DFM to act without carrying ou... (23 pages)View decision -
Decision Reference DRN-5552242
19 Jun 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5552242 The complaint Ms C complains that Lloyds Bank PLC provided poor customer service during calls, and she would like further compensation for her time and the unhelpfulness of Lloyds’ agents. What happened On 11 July 2024 Ms C asked Lloyds to refund a payment of £76.58 she had... (3 pages)View decision -
Decision Reference DRN-5629282
19 Jun 2025 Clydesdale Bank Plc UpheldMortgagesDRN-5629282 The complaint Mr and Mrs R complain that Clydesdale Bank Plc trading as Virgin Money (Virgin) didn’t make them aware of a mortgage product that could’ve significantly reduced their monthly mortgage payments. What happened In March 2023, Mr and Mrs R spoke with their private ... (4 pages)View decision -
Decision Reference DRN-5625769
19 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsThe complaint Mr P complains that Monzo Bank Ltd didn’t do enough to help him recover the money he lost when he was overcharged by a merchant abroad. What happened Mr P arrived abroad and picked up a taxi at the airport. He needed to make a short journey of around 12 miles and was expectin... (6 pages)View decision -
Decision Reference DRN-5069847
19 Jun 2025 Access Financial Services Limited UpheldInsuranceThe complaint Mr H complains Access Financial Services Limited (“AFS”), his home insurance broker, misrepresented information to an insurer which led to him suffering a significant financial loss when the policy was voided by the insurer following a claim for an escape of water. What happe... (4 pages)View decision -
Decision Reference DRN-5601686
19 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5601686 The complaint Mr M complains about the service Inter Partner Assistance SA (IPA) provided when he claimed on his motor breakdown assistance policy. Mr M says that because of IPA’s actions he was left without a car for an extended period. Reference to IPA below includes its p... (5 pages)View decision -
Decision Reference DRN-5251808
19 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5251808 The complaint Mr S complains Monzo Bank Ltd (‘Monzo’), hasn’t reimbursed him following an authorised push payment (‘APP’) investment scam he fell victim to. He says Monzo should reimburse him for the money he lost. What happened As both parties are familiar with the circums... (6 pages)View decision -
Decision Reference DRN-5634946
19 Jun 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5634946 The complaint Mrs G’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to unfair credit relationships with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding ... (43 pages)View decision -
Decision Reference DRN-5137938
19 Jun 2025 VIVA WALLET.COM LTD UpheldBanking and PaymentsDRN-5137938 The complaint A company, T, complains VIVAWALLET.COM trading as Viva.com (“Viva”) won’t refund transactions made from the company’s account which it says it didn’t make or authorise. T is represented by one of its directors, Mr F. What happened Mr F says his phone was stol... (3 pages)View decision
