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 366874 results
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Decision Reference DRN-5056119
2 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5056119 The complaint Ms C complains that Revolut Ltd hasn’t protected her from losing money to a safe account scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Ms C has explained that on 26 Octob... (9 pages)View decision -
Decision Reference DRN-5039114
2 Oct 2024 Lloyds Bank PLC Not upheldMortgagesDRN-5039114 The complaint Mr and Mrs M’s complaint is about their mortgage with Lloyds Bank PLC. The complaint is that Lloyds’ solicitors (a firm I will call AC) incorrectly told Mr and Mrs M that a payment plan for their expired interest-only mortgage could be agreed, but withdrew this... (3 pages)View decision -
Decision Reference DRN-4936186
2 Oct 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4936186 The complaint Mr H, acting in his capacity as director of a limited company (P), complains that National Westminster Bank Plc didn’t contact him when it blocked a transaction from his business account. He has also complained that he lost a day’s interest due to delays in int... (2 pages)View decision -
Decision Reference DRN-5023564
2 Oct 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-5023564 The complaint Mr T complained that Acromas Insurance Company Limited (“Acromas”) unfairly held him 100% at fault for an accident which he claimed for under his car policy. Mr T had representation for the claim, but for ease and simplicity, I’ll only refer to Mr T. What happe... (2 pages)View decision -
Decision Reference DRN-5030656
2 Oct 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5030656 The complaint Miss D complains that Admiral Insurance (Gibraltar) Limited cancelled her motor insurance policy due to non-payment of her monthly premium when she wasn’t able to contact them to make the outstanding payment. What happened Miss D had insurance for her car with ... (6 pages)View decision -
Decision Reference DRN-4995953
2 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4995953 The complaint Mr C complains that Santander UK Plc reduced his overdraft without informing him, closed his account and passed the debt to collections. What happened Mr C holds an account with Santander. In February 2024 he received a text from Santander advising him that he ... (3 pages)View decision -
Decision Reference DRN-4961577
2 Oct 2024 Novia Financial Plc UpheldInvestmentsDRN-4961577 The complaint Mr B complains that Novia Financial plc, trading as Wealthtime, caused delays in transferring his ISA to another provider. He says Novia delayed selling his investments, so he received less money than he should have, and that he had to pay interest on his mortg... (4 pages)View decision -
Decision Reference DRN-5053350
2 Oct 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5053350 The complaint Mr H, acting in his capacity as director of a limited company (A), complains that National Westminster Bank Plc didn’t contact him about a block being applied to a transaction from his business account. He believes this goes against the account terms and condit... (3 pages)View decision -
Decision Reference DRN-4694122
2 Oct 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4694122 The complaint Miss M has complained that Wise Payments Limited (“Wise”) failed to protect her from falling victim to a task-based employment 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 sum... (4 pages)View decision -
Decision Reference DRN-4838502
2 Oct 2024 The Ancient Order of Foresters Friendly Society Limited Not upheldInvestmentsDRN-4838502 The complaint Mr V complains that The Ancient Order of Foresters Friendly Society Limited, trading as Foresters Friendly Society, (“Foresters”): 1. Mis-sold him a with profits endowment policy. 2. Didn’t pay him the correct amount on maturity. What happened Mr V took out a w... (2 pages)View decision
