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 128535 results
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Decision Reference DRN-4087922
19 Apr 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4087922 The complaint Mr R feels that American Express Services Europe Limited has treated him unfairly about a transaction on his credit card to purchase interlocking flooring. What happened In June 2019 Mr R purchased interlocking flooring to be installed at his home using his Americ... (10 pages)View decision -
Decision Reference DRN-4084146
19 Apr 2023 Retail Money Market Ltd UpheldInvestmentsDRN-4084146 The complaint Ms G complains that Retail Money Market Ltd (“RateSetter”) unfairly reduced her interest returns on her crowdfunding investments and delayed returning her money to her following withdrawal requests. What happened RateSetter is a peer-to-peer crowdfunding platform ... (6 pages)View decision -
Decision Reference DRN-4087409
19 Apr 2023 TSB Bank plc UpheldBanking and PaymentsDRN-4087409 The complaint Mrs B is unhappy that TSB Bank plc placed blocks on her account when she tried to make payments using online banking. She also feels her complaint was handled poorly. What happened On 4 July 2022, Mrs B attempted to make a payment of £18,000 from her TSB account i... (6 pages)View decision -
Decision Reference DRN-4087602
19 Apr 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4087602 The complaint Mr B complains that Lloyds Bank Plc treated him unfairly when it didn’t get his money back for an engagement ring he bought. What happened In November 2019 Mr B paid £751 for an engagement ring using his Lloyds credit card, from a shop I will call ‘Firm A’ at thei... (10 pages)View decision -
Decision Reference DRN-3896227
19 Apr 2023 Bank of Scotland Plc UpheldMortgagesDRN-3896227 The complaint Mr M complains that Bank of Scotland plc (trading as Halifax) didn’t treat him fairly when he asked it to extend the term of his mortgage. A representative, who I’ll refer to as Mr L, has helped Mr M with this complaint. What happened The term of Mr M’s interest o... (3 pages)View decision -
Decision Reference DRN-4087455
19 Apr 2023 Scottish Friendly Assurance Society Limited UpheldInvestmentsDRN-4087455 The complaint Mr P complained about the maturity value of his “with-profits” endowment policy held with Scottish Friendly Assurance Society Limited (‘Scottish Friendly’). He was also concerned more generally with the level of service received since Scottish Friendly took over t... (5 pages)View decision -
Decision Reference DRN-4076720
19 Apr 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4076720 The complaint Mrs I complains that National Westminster Bank Plc (“NatWest”) won’t reimburse money she lost to two investment scams. What happened Mrs I was looking for investment opportunities online when she was unable to work following a surgery. She says she felt under pres... (6 pages)View decision -
Decision Reference DRN-3778820
19 Apr 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3778820 The complaint Miss K is unhappy that Monzo Bank Ltd (“Monzo”) won’t refund money she lost after falling victim to a scam. What happened In March 2022, Miss K found some shoes on a social media platform that she was interested in buying. Miss K says she’d used this platform once... (3 pages)View decision -
Decision Reference DRN-4087266
19 Apr 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4087266 The complaint Mr K complains that Nationwide Building Society blocked his accounts without notice. The accounts were later closed. He’d like to be compensated for the inconvenience. What happened Mr K held a number of accounts with Nationwide, including a current account and sa... (4 pages)View decision -
Decision Reference DRN-4087233
19 Apr 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4087233 The complaint Mr K and Mrs K complain that Nationwide Building Society blocked their account without notice, which led to charges from missed payments. The account was later closed. They’d like to be compensated for the charges and inconvenience. What happened Mr K and Mrs K he... (4 pages)View decision