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 366763 results
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Decision Reference DRN-5084967
11 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5084967 The complaint Mr G complains that Lloyds Bank PLC rejected his chargeback claim. What happened Mr G purchased an item for £1,499.99 from an online marketplace using his Lloyds debit card. Mr G received a package from the merchant on 26 April 2024, but he says that when he op... (2 pages)View decision -
Decision Reference DRN-5011666
11 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5011666 The complaint Mrs F complains about the actions of Revolut Ltd when she lost money to a scam. Mrs F is being represented by a claims management company but for ease I’ll only refer to Mrs F. What happened The detailed background to this complaint is well known to both part... (3 pages)View decision -
Decision Reference DRN-5109959
11 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5109959 The complaint Ms L complains Bank of Scotland plc trading as Halifax unfairly closed her account and provided her with poor service. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Ms L held a Hal... (3 pages)View decision -
Decision Reference DRN-5200441
11 Dec 2024 Barclays Bank UK PLC UpheldMortgagesDRN-5200441 The complaint Miss S complains about her mortgage current account (MCA) with Barclays Bank UK PLC. She says that it was mis-sold to her because she didn’t want an MCA in the first place. She also says it’s unfair that Barclays kept increasing the facility limit and that it’s... (15 pages)View decision -
Decision Reference DRN-5083771
11 Dec 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-5083771 The complaint Mr B has complained Tesco Personal Finance PLC, trading as Tesco Bank lodged a fraud- related marker on the industry fraud database, CIFAS, in his name. What happened Mr B opened a current account with Tesco in January 2019. Tesco then closed Mr B’s account in ... (2 pages)View decision -
Decision Reference DRN-5149005
11 Dec 2024 U K Insurance Limited UpheldInsuranceDRN-5149005 The complaint Mr C complains about the service provided by UK Insurance Limited (UKI) after he made a claim on his motor insurance policy whilst abroad. What happened Mr C’s car was damaged at the start of his holiday abroad and he made a claim to UKI. Mr C decided to have ... (3 pages)View decision -
Decision Reference DRN-5172806
11 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5172806 The complaint Mr S complains that National Westminster Bank Plc has no records of his account ending 509, which he had closed in 2020 but suspected had been fraudulently re-opened. What happened Mr S called NatWest in July 2024 about an account he’d held, which ended with th... (3 pages)View decision -
Decision Reference DRN-5205290
11 Dec 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5205290 The complaint Mr P and Mrs P have complained that Accredited Insurance (Europe) Ltd (‘Accredited’) unfairly declined a claim under a home insurance policy. What happened Mr P and Mrs P contacted Accredited to make a claim for storm damage when the brick skin on the gable en... (5 pages)View decision -
Decision Reference DRN-4438520
11 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4438520 The complaint Mr W complaints that Revolut Ltd (‘Revolut’) won’t reimburse the funds he lost when he fell victim to a scam. What happened What Mr W says Mr W says that in August 2022 he was approached via social media by a lady I’ll refer to as M in this decision. He didn’t... (11 pages)View decision -
Decision Reference DRN-5039002
11 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5039002 The complaint Miss S has complained that National Westminster Bank Plc (NatWest) won’t refund the money she lost after falling victim to a scam. What happened In summer 2023, Miss S made a card payment of £1,000 from her NatWest account to her cryptocurrency account. She the... (3 pages)View decision
