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 369227 results
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Decision Reference DRN-5283115
21 Feb 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5283115 The complaint Mr N says Starling Bank Limited (“Starling”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In summary, Mr N has disp... (2 pages)View decision -
Decision Reference DRN-5036177
21 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5036177 The complaint Mr H complains that Revolut Ltd froze the bank account he held with it and unfairly deducted a sum of money. What happened The details of this complaint are well known to both parties, so I will just provide an overview of key events here. Mr H had an account... (3 pages)View decision -
Decision Reference DRN-4854956
21 Feb 2025 EE Limited UpheldConsumer CreditDRN-4854956 The complaint Miss B complains about a fixed sum loan agreement with EE Limited that was used to buy a brand new mobile telephone device. Throughout Miss B’s complaint with us, she has been represented by her partner. But for ease, I’ll just refer to Miss B. What happened In... (3 pages)View decision -
Decision Reference DRN-5322064
21 Feb 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5322064 The complaint Mrs M and Mr M complain about the price quoted by Liverpool Victoria Insurance Company Limited (“LV”) to renew their home insurance policy. They also complain about money being debited from a bank account while there was a dispute about the level of cover. Mr ... (4 pages)View decision -
Decision Reference DRN-4926278
21 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4926278 The complaint Ms S complains Revolut Ltd (“Revolut”) asked her partner’s bank to return a payment she had sent him, and then closed her account. Ms S isn’t happy the funds it retracted haven’t been paid to her or her partner. To put things right, Ms S wants Revolut to releas... (3 pages)View decision -
Decision Reference DRN-4931565
21 Feb 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4931565 The complaint Mr D and Miss W complain Lloyds Bank General Insurance Limited [“Lloyds”] has unfairly declined a claim they’ve made on their buildings insurance policy following damage to the drains at their property. They’re also unhappy with the service they received throug... (4 pages)View decision -
Decision Reference DRN-5255906
21 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5255906 The complaint Mr W complains that Revolut Ltd (Revolut) won’t refund the money he lost as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here, but in summary I understand it to be as follows. Mr W... (10 pages)View decision -
Decision Reference DRN-5038331
21 Feb 2025 Legal and General Assurance Society Limited Not upheldPensions and AnnuitiesDRN-5038331 The complaint Mr H complains that Legal and General Assurance Society Limited (“L&G”) provided him with misleading and incorrect information about changes being made by the UK Government to the Normal Minimum Pension Age (“NMPA”) in 2021. What happened Mr H holds pension... (4 pages)View decision -
Decision Reference DRN-4835839
21 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4835839 The complaint Mr D complains that Nationwide Building Society hasn’t reimbursed him after he reported falling victim to a scam. Mr D is represented in his complaint by solicitors whom I’ll refer to as M. What happened The background to this complaint is well-known to both pa... (3 pages)View decision -
Decision Reference DRN-5336923
21 Feb 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5336923 The complaint Mr P complains that he had difficulties regarding the paying in of a cheque into his TSB Bank plc account and that he had poor customer service and difficulties in subsequent telephone calls. What happened In June 2024, Mr P contacted TSB. This was in respect o... (3 pages)View decision
