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 369228 results
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Decision Reference DRN-4963865
24 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4963865 The complaint Ms N complains that Revolut Limited won’t reimburse her for money she lost in a scam. Ms N is represented by a professional representative, but I’ll just refer to Ms N for ease of reading. What happened I’ve summarised what I consider to be the key circumstan... (4 pages)View decision -
Decision Reference DRN-5292881
24 Feb 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5292881 The complaint Mr D complains that Kroo Bank Ltd blocked his account without good reason and has not returned to him the funds held in it. What happened In January 2024 Kroo Bank placed a block on Mr D’s account with it. He says that this meant that direct debits were not pai... (2 pages)View decision -
Decision Reference DRN-5297079
24 Feb 2025 Nationwide Building Society Not upheldInvestmentsDRN-5297079 The complaint Mrs P complains, with her daughter Miss P, about Nationwide Building Society taking three attempts to transfer a child trust fund to another bank at their request, causing a three-month delay. I have just referred to Mrs P in this decision. What happened Mrs P... (3 pages)View decision -
Decision Reference DRN-4940242
24 Feb 2025 Lloyds Bank PLC Not upheldInvestmentsDRN-4940242 The complaint Mr B complains about the advice/service he received from Lloyds Bank PLC. In summary he says that Lloyds recommended a meeting with Schroders Personal Wealth (‘SPW’) when it shouldn’t have done because he wasn’t in a position to invest. To put things right, h... (5 pages)View decision -
Decision Reference DRN-5315215
24 Feb 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5315215 The complaint Mr O is unhappy with the service provided by Watford Insurance Company Europe Limited (Watford) following a claim he made on his car insurance policy. What happened Mr O held car insurance through Watford. The policy booklet explained in the event of a theft c... (3 pages)View decision -
Decision Reference DRN-5309371
24 Feb 2025 The Co-operative Bank Plc Not upheldMortgagesDRN-5309371 The complaint This complaint is about a mortgage application made by Mr S and Mr T to The Co-operative Bank Plc (hereafter referred to as Co-op). The essence of the complaint is that Co-op refused a mortgage application after initially issuing a decision In principle (DIP) ... (2 pages)View decision -
Decision Reference DRN-5351174
24 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5351174 The complaint Mr I complains Nationwide Building Society (NBS) provided him with incorrect information about how to apply for an Individual Savings Account (ISA) transfer, meaning he couldn’t complete the transfer and had to use another provider, causing him financial loss. ... (7 pages)View decision -
Decision Reference DRN-5315072
24 Feb 2025 eBay Commerce UK Ltd Not upheldBanking and PaymentsDRN-5315072 The complaint Mr H has complained that eBay Commerce Ltd (“eBay”) put a hold on money that he’d received after selling an item on eBay’s marketplace, for an unreasonable amount of time. What happened Mr H sold an item on eBay’s marketplace on 22 November 2024, and the buyer ... (3 pages)View decision -
Decision Reference DRN-5311131
24 Feb 2025 Unum Ltd Not upheldInsuranceDRN-5311131 The complaint Miss K has complained that Unum Ltd declined a claim she made under her group critical illness policy. What happened Miss K made a claim in March 2024 following a diagnosis of chronic fatigue syndrome (CFS). As CFS isn't one of the listed conditions covere... (3 pages)View decision -
Decision Reference DRN-5350316
24 Feb 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-5350316 The complaint Mr and Mrs S are unhappy that Legal and General Assurance Society Limited (L&G) declined a retrospective claim for the critical illness benefit under their joint life and critical illness insurance policy. What happened I issued my provisional decision in J... (4 pages)View decision
