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 364862 results
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Decision Reference DRN-4873448
7 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4873448 The complaint Mrs J complained because Revolut Ltd refused to refund her for transactions she said she didn’t make. What happened On 9 March 2024, Mrs J contacted Revolut via the in-app chat. She said there were unauthorised transactions on her account. She said she still h... (3 pages)View decision -
Decision Reference DRN-4842177
7 Oct 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4842177 The complaint Mr E complains that Lloyds Bank PLC trading as Lloyds Bank (“Lloyds”) unfairly recorded a default on his credit file in relation to an account that he had switched to another Bank. What happened Mr E previously banked with Lloyds and had an arranged overdraft o... (3 pages)View decision -
Decision Reference DRN-5056636
7 Oct 2024 U K Insurance Limited UpheldInsuranceDRN-5056636 The complaint Mr W complains about the liability decision U K Insurance Limited (“UKI”) reached following a claim on his car insurance policy. Mr W is also unhappy with delays and a lack of updates on the claim. What happened In July 2023 while driving his car Mr W was invo... (5 pages)View decision -
Decision Reference DRN-5063879
7 Oct 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5063879 The complaint Mr T and Miss C complain that Lloyds Bank PLC caused delays and made unreasonable requests which caused their business loan to expire before they borrowed the funds. They re-applied, but Lloyds declined to lend. Mr T has dealt with the complaint throughout. Wha... (3 pages)View decision -
Decision Reference DRN-5042737
7 Oct 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5042737 The complaint Mr J complains that Legal and General Assurance Society Limited (L&G) stopped paying benefit for an incapacity claim he made on a personal income protection insurance policy. Mr J’s also unhappy with L&G’s delays in handling his claim. What happened The... (7 pages)View decision -
Decision Reference DRN-4855687
7 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4855687 The complaint Mr K complains that Barclays Bank UK PLC trading as Barclaycard (‘Barclaycard’) reduced the limit on his credit card unexpectedly. What happened Mr K has a Barclaycard credit card. On 17 August 2023 Barclaycard wrote to Mr K to let him know they’d reduce his c... (3 pages)View decision -
Decision Reference DRN-4855685
7 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4855685 The complaint Mr K complains that Barclays Bank UK PLC (‘Barclays’) removed the overdraft limit on his current account. What happened Mr K has a Barclays current account. The account had an arranged overdraft limit of £3,500. In July 2023 Barclays wrote to Mr K to inform him... (3 pages)View decision -
Decision Reference DRN-5065682
7 Oct 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5065682 The complaint Miss D is unhappy National Westminster Bank Plc (NatWest) didn’t increase her credit card limit and that they didn’t give her an explanation as to why. What happened In March 2024, Miss D requested a credit limit increase from NatWest, but this request was dec... (2 pages)View decision -
Decision Reference DRN-5054587
7 Oct 2024 National Savings and Investments UpheldBanking and PaymentsDRN-5054587 The complaint Mrs W complains about the way National Savings and Investments (NS&I) dealt with her application for additional premium bonds. What happened In November 2023, Mrs W sent NS&I a premium bond application form together with a cheque for £15,000 to purchase... (5 pages)View decision -
Decision Reference DRN-4650028
7 Oct 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4650028 The complaint Miss B complains that NewDay Ltd won’t refund her for a package holiday. What happened In October 2023 Miss B used her NewDay Ltd credit card to pay for a package holiday departing later in that October. Miss B says she is a competitive athlete... (4 pages)View decision
