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 119592 results
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Decision Reference DRN-3861444
21 Dec 2022 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-3861444 The complaint ‘A’, a limited company, complains that The Royal Bank of Scotland Plc wouldn’t allow it access to its money other than with an exchange rate loss. What happened A has Euro and Sterling denominated accounts with RBS. It wanted EUR 12,800. It was told that the compa... (3 pages)View decision -
Decision Reference DRN-3816671
21 Dec 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3816671 The complaint Mr L is unhappy that Nationwide Building Society initially approved his application for an account but then soon afterwards reversed their position and declined it. What happened Mr L applied to Nationwide for a new account. He received notice from Nationwide that... (2 pages)View decision -
Decision Reference DRN-3590958
21 Dec 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3590958 The complaint Mr S complains that Metro Bank PLC did not reimburse him for the losses he incurred when he fell victim to an investment scam. What happened In July 2020, Mr S received a significant lump sum of money in respect of divorce proceedings. He intended to use this in d... (7 pages)View decision -
Decision Reference DRN-3683943
21 Dec 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3683943 The complaint Mr L is unhappy Monzo Bank Ltd won’t refund transactions he didn’t make. What happened Mr L received a message from his mum asking him to follow a link – she thought this would allow him to receive a payment for something she was selling on Gumtree. Mr L did thi... (2 pages)View decision -
Decision Reference DRN-3856814
21 Dec 2022 Watford Insurance Company Europe Limited UpheldInsuranceDRN-3856814 The complaint Mrs D and Mr D complain about Watford Insurance Company Europe Limited’s decision to decline a claim made under their landlord insurance policy. What happened Mrs D and Mr D have a landlord insurance policy underwritten by Watford which covers buildings and conten... (3 pages)View decision -
Decision Reference DRN-3583887
21 Dec 2022 QBE UK Limited UpheldInsuranceDRN-3583887 The complaint A company I will refer to as W, complains about how QBE UK Limited settled its business interruption insurance claim, made as a result of the COVID-19 pandemic. What happened The following is intended only as a brief summary. Additionally, whilst other parties hav... (4 pages)View decision -
Decision Reference DRN-3870013
21 Dec 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3870013 The complaint Mr R complains that Lloyds Bank PLC has declined to fully refund the losses he incurred when he fell victim to an investment scam in 2020. What happened The parties here are aware of the circumstances of the complaint, so I won’t recount these in detail here. But ... (4 pages)View decision -
Decision Reference DRN-3822812
21 Dec 2022 Utmost Life and Pensions Limited UpheldPensions and AnnuitiesDRN-3822812 The complaint Mr W complains about the advice given by Reliance Mutual, now Utmost Life and Pensions Limited (Utmost) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believ... (8 pages)View decision -
Decision Reference DRN-3867552
21 Dec 2022 Hiscox Insurance Company Limited UpheldInsuranceDRN-3867552 The complaint Mr M, a sole trader, complains about the decision of Hiscox Insurance Company Limited to decline his claims for business interruption relating to the second and third COVID-19 lockdown periods starting in November 2020 and January 2020. He is also unhappy with the... (3 pages)View decision -
Decision Reference DRN-3865532
21 Dec 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3865532 The complaint Mr D complains that Barclays Bank UK PLC allowed his ex-partner to make changes to the mortgage they hold jointly, despite telling Barclays that he didn’t consent to any changes. What happened In 2012, Mr D took out a joint mortgage with his now ex-partner with Ba... (4 pages)View decision
