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 367300 results
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Decision Reference DRN-5018616
31 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5018616 The complaint Ms G is unhappy that Revolut Ltd (Revolut) won't refund the money she lost as the result of a scam. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But briefly Ms G fell vic... (5 pages)View decision -
Decision Reference DRN-5049550
31 Oct 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5049550 The complaint Mr M has complained that Lloyds Bank PLC (“Lloyds”) failed to protect him from falling victim to an investment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summarise t... (3 pages)View decision -
Decision Reference DRN-4898130
31 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4898130 The complaint Ms B complains that Santander UK Plc hasn’t refunded her after she reported falling victim to a scam. What happened The background to this complaint is well-known to both parties, and so I’ll only summarise the key details here. Ms B invested £10,000 with a bus... (3 pages)View decision -
Decision Reference DRN-5090233
31 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5090233 The complaint Mr O and Mrs P complain Santander UK Plc (“Santander”) blocked their account without notifying them. What happened Mr O and Mrs P found their account was blocked in April 2024 when they tried to transfer money into it for use in a property purchase. Mr O and Mr... (4 pages)View decision -
Decision Reference DRN-4959839
31 Oct 2024 LeasePlan UK Limited UpheldConsumer CreditDRN-4959839 The complaint Miss L complains that a car supplied to her by LeasePlan UK Limited (“LeasePlan”) through a hire agreement was not of a sufficient quality. What happened Miss L was supplied with a new car by LeasePlan through a hire agreement in August 2021. Miss L agreed to h... (4 pages)View decision -
Decision Reference DRN-4910770
31 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4910770 The complaint Mr T complains that Santander UK Plc removed his overdraft, and loaded a default on his credit file. He’d like the default removed and compensation for the impact. What happened Mr T had a student account with Santander. In March 2022 Mr T’s overdraft was remov... (2 pages)View decision -
Decision Reference DRN-5111406
31 Oct 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-5111406 The complaint Mr P complains about the way Tesco Personal Finance PLC trading as Tesco Bank (‘TB’) handled a claim he made to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role... (7 pages)View decision -
Decision Reference DRN-5102211
31 Oct 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5102211 The complaint Mr P complains about AXA Insurance UK Plc (“AXA”) and their decision to settle a claim he made on his motor insurance on a 50/50 split liability basis. Mr P also complains about the service provided to him by AXA during the claim process. What happened The clai... (4 pages)View decision -
Decision Reference DRN-3745042
31 Oct 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-3745042 The complaint Miss M has complained, with the help of a professional third party, about the transfer of her personal pension to the Genwick Retirement Benefits Scheme (‘GRBS’) – an occupational pension scheme (‘OPS’) – in April 2015. Miss M’s pension funds were subsequently ... (10 pages)View decision -
Decision Reference DRN-5030949
31 Oct 2024 Collingwood Insurance Services (U.K.) Limited Not upheldInsuranceDRN-5030949 The complaint Mr S complains about a cancellation fee and the lack of information provided by Collingwood Insurance Services (U.K.) Limited (“Collingwood”) in relation to his motor insurance policy. Mr S is represented by Miss A. I will refer to Mr S in my decision for ease.... (2 pages)View decision
