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 366874 results
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Decision Reference DRN-5547194
2 Jun 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5547194 The complaint Mr M complains about Clydesdale Bank Plc, trading as Virgin Money, deducting funds from the wrong account which caused his current account to go overdrawn. What happened On the 13 November 2024, Mr M visited a Virgin Money store to withdraw £500 from his Flexi... (3 pages)View decision -
Decision Reference DRN-5598382
2 Jun 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5598382 The complaint Mr D is unhappy with how long Liverpool Victoria Insurance Company Limited (“LV”) took to deal with a buildings insurance claim after Mr D’s property suffered an escape of water. The complaint involves the actions of agents for whom LV is responsible. Unless s... (6 pages)View decision -
Decision Reference DRN-5584065
2 Jun 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5584065 The complaint Mr and Mrs W are unhappy with the way Lloyds Bank General Insurance Limited dealt with a claim on their buildings insurance policy following a storm. Mr and Mrs W have been represented by a relative. I’ll refer to any comments made by the relative as though th... (10 pages)View decision -
Decision Reference DRN-5564677
2 Jun 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5564677 The complaint Mrs R has complained that Kroo Bank Ltd won’t reimburse her for a cash withdrawal where she’s explained that the cash did not properly dispense. What happened In October 2024, Mrs R tried to withdraw £230 at an ATM. The amount debited her account, but she’s exp... (2 pages)View decision -
Decision Reference DRN-5281742
2 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5281742 The complaint Mrs F complains that Santander UK plc won’t refund to her the money that she paid for some event tickets. Her husband is also involved in her complaint. What happened Mrs F used her Santander credit card to pay for some event tickets when she and her husband we... (3 pages)View decision -
Decision Reference DRN-5441035
2 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5441035 The complaint Mr B is unhappy with HSBC UK PLC. Mr B said he went into a branch to get a high interest account and leave his money there for a one year period. A year later he found no interest had been paid. What happened Mr B opened the new accounts during a visit to the ... (3 pages)View decision -
Decision Reference DRN-5462863
2 Jun 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5462863 The complaint Miss F and Mr H are unhappy that Liverpool Victoria Insurance Company Limited (‘LV’) wouldn’t consider their claim for accidental damage to a laptop computer under their home contents insurance policy, without first receiving the hard drive for inspection. Wher... (3 pages)View decision -
Decision Reference DRN-5548779
2 Jun 2025 The Private Office Limited Not upheldPensions and AnnuitiesDRN-5548779 The complaint Mr M says The Private Office Limited (‘TPO’) mismanaged his Self-Invested Personal Pension (‘SIPP’) and Individual Savings Account (‘ISA’) portfolios – they were not actively managed; unknown to him, they were not re-balanced despite concerns he repeatedly rais... (13 pages)View decision -
Decision Reference DRN-5464337
2 Jun 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5464337 The complaint Mr K is unhappy that Scottish Widows Limited trading as Clerical Medical (‘Clerical Medical’) provided him with incorrect information about the value of his pension. He said the mistake was only identified as he was nearing the end of the process to take his re... (3 pages)View decision -
Decision Reference DRN-5557925
2 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5557925 The complaint Miss D complains that Nationwide Building Society unfairly refused to pay a current account switching bonus. What happened On 18 February 2025 Miss D made an application for a Flex Direct account in branch with Nationwide. Miss D has explained she wanted to be... (3 pages)View decision
