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 381196 results
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Decision Reference DRN-5323992
24 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5323992 The complaint Ms O complains about mistakes Barclays Bank UK PLC (“Barclays”) made when it closed her accounts. What happened In May 2023 Barclays closed the accounts of its customers who were living in the European Economic Area (EEA). Ms O was living in the EEA. Ms O had f... (2 pages)View decision -
Decision Reference DRN-5643643
24 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5643643 The complaint Mr F complains about the service he received from Monzo Bank Ltd (“Monzo”) when he raised a Direct Debit Indemnity Claim (“DDIC”) and is unhappy with Monzo’s cheque processing times and wants Monzo to review its process documentation. What happened Mr F contact... (3 pages)View decision -
Decision Reference DRN-5501478
24 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5501478 The complaint Miss H complains about the service Lloyds Bank PLC provided after discovering that her access to online banking had been suspended. What happened In November 2024 Miss H had her purse stolen. She ordered new cards from Lloyds but these didn’t arrive and when sh... (2 pages)View decision -
Decision Reference DRN-5457568
24 Jun 2025 Scottish Widows Limited Not upheldInsuranceDRN-5457568 The complaint Mrs M complains that Scottish Widows Limited has behaved unreasonably in processing a claim she made under a joint life assurance policy she held with her late husband. What happened The joint policy began in 2017 for a seven-year term. Mrs M made a claim to S... (4 pages)View decision -
Decision Reference DRN-5596284
24 Jun 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5596284 The complaint Mr W complains that St. James’s Place Wealth Management PLC (SJPWM) failed to review his pension for over 20 years. What happened In May 1996 SJPWM recommended that Mr W open an Executive Retirement Plan with it to accept regular pension contributions. SJPWM s... (3 pages)View decision -
Decision Reference DRN-5643557
24 Jun 2025 Tandem Motor Finance Limited UpheldConsumer CreditThe complaint Mr W complains about problems he has had with a car Tandem Motor Finance Limited (Tandem) supplied to him under a hire purchase agreement. What happened The facts of this case are familiar to both sides, so I don’t intend to repeat them again in detail here. Instead, I’ll pro... (7 pages)View decision -
Decision Reference DRN-5429588
24 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5429588 The complaint Mr T complains that Barclays Bank UK plc (‘Barclays’) reported incorrect information to the Credit Reference Agencies (‘CRAs’) about the status of a default. Mr T wants compensation for the distress and inconvenience this caused him. What happened Mr T’s curren... (2 pages)View decision -
Decision Reference DRN-5583408
24 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5583408 The complaint Ms R complains that Lloyds Bank PLC allowed her to spend during a time when it should have noticed she was vulnerable. Ms R is represented in bringing this complaint but for ease of reading, I’ll refer to all submissions as being made by her directly. What happ... (3 pages)View decision -
Decision Reference DRN-5307905
24 Jun 2025 Scottish Widows Schroder Personal Wealth Limited Not upheldInvestmentsDRN-5307905 The complaint Mr Q complains about the fees Scottish Widows Schroder Personal Wealth Limited, trading as Schroders Personal Wealth (‘SPW’) has charged for ongoing advice. Mr Q says that the meetings and reviews that have taken place have not provided any value and he is also... (8 pages)View decision -
Decision Reference DRN-5643586
24 Jun 2025 Great Lakes Insurance SE Not upheldInsuranceDRN-5643586 The complaint Mrs H complains Great Lakes Insurance SE (“Great Lakes”) damaged her flooring when carrying out repairs following a claim on her property insurance policy. She says the damage was made worse after Great Lakes attempted to rectify the issue. She’s also complaine... (3 pages)View decision
