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 363152 results
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Decision Reference DRN-5428031
26 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5428031 The complaint In summary, Miss W has complained that National Westminster Bank Plc, irresponsibly provided her with an overdraft and credit card. She’s also concerned that she wasn’t told that her account would be closed when she says it was being well managed. She is unhapp... (3 pages)View decision -
Decision Reference DRN-4938493
26 Mar 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-4938493 The complaint Mr O complains about Kroo Bank Ltd. He would like Kroo to refund him two transactions totalling £4,000 that were made from his account when he was the victim of a scam. What happened Mr O has unfortunately fallen victim to a safe account scam. He initially re... (3 pages)View decision -
Decision Reference DRN-5352157
26 Mar 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5352157 The complaint Mr G has complained that his mobile phone insurer, Assurant General Insurance Limited (‘Assurant’) unfairly turned down a claim he made on his policy after he lost his phone. What happened Mr G has mobile phone insurance through his packaged bank account. He s... (2 pages)View decision -
Decision Reference DRN-5356402
26 Mar 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5356402 The complaint Miss S is unhappy that Legal and General Assurance Society Limited (‘L&G’) declined a claim under a group income protection insurance policy. What happened Miss S had the benefit of a group income protection policy (‘the policy’) through her then employer.... (4 pages)View decision -
Decision Reference DRN-5267641
26 Mar 2025 Well Dunn Limited UpheldInsuranceDRN-5267641 The complaint Mr T has complained about Well Dunn Limited, a broker, which arranged his motor trade insurance policy. His insurer declined a claim and he blames Well Dunn for that. What happened Mr T had a motor insurance policy which covered him for his own vehicles and fo... (3 pages)View decision -
Decision Reference DRN-5368817
26 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5368817 The complaint Mr A complains Santander UK Plc unfairly closed his account and withheld funds. What happened In 2012 Mr A opened a current account with Santander. In late May 2024 Santander reviewed Mr A’s account, and it asked Mr A for more information regarding his account... (3 pages)View decision -
Decision Reference DRN-5380201
26 Mar 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5380201 The complaint Mr R complains TSB Bank Plc won’t refund the full amount of money he lost to 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 and based on the submissions of both parties, ... (3 pages)View decision -
Decision Reference DRN-5242640
26 Mar 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5242640 The complaint Mr X complains that Clydesdale Bank Plc trading as Virgin Money (Virgin Money) has unfairly blocked his credit card account and require him to provide identification before it will unblock the account. What happened Mr X has a credit card account with Virgin M... (3 pages)View decision -
Decision Reference DRN-5374362
26 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5374362 The complaint Mr S complains that Barclays Bank UK PLC trading as Barclaycard declined a transaction. What happened Mr S holds a credit card account with Barclaycard. He’s unhappy that transactions over £1000 are frequently blocked. The most recent instance was when Mr S att... (2 pages)View decision -
Decision Reference DRN-5320048
26 Mar 2025 Morgan Lloyd SIPP Services Limited UpheldPensions and AnnuitiesDRN-5320048 The complaint Mr M complains that Morgan Lloyd SIPP Services Limited failed to carry out sufficient due diligence before accepting the introduction of his self-invested personal pension (‘SIPP’) business and his application to invest in a high-risk unregulated investment sch... (44 pages)View decision
