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 380824 results
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Decision Reference DRN-5138893
11 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5138893 The complaint A company, which I’ll refer to as W, complains that Lloyds Bank PLC closed its bank account without notice which in turn caused problems for repayment of its Bounce Back Loan (BBL). What happened W had a business current account and a business credit card accou... (4 pages)View decision -
Decision Reference DRN-5200261
11 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5200261 The complaint Mr B complains about how Admiral Insurance (Gibraltar) Limited handled a claim he made (then later withdrew) on his commercial motor insurance policy. What happened In October 2023 an object fell from a truck on a motorway, causing damage to Mr B’s vehicle. He ... (3 pages)View decision -
Decision Reference DRN-4959639
11 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4959639 The complaint Mr A complains that HSBC UK Bank Plc trading as first direct (“fist direct”) won’t refund several payments he says he made and lost to a scam. What happened Mr A raised a complaint with first direct, but it wasn’t upheld. So, Mr A brought his complaint to our ... (2 pages)View decision -
Decision Reference DRN-4873262
11 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4873262 The complaint Miss C complains that Monzo Bank Ltd failed to protect her from becoming the victim of a scam and did not appropriately warn her about several payments she made from her account. To make things right Miss C would like to be compensated for her financial loss. W... (4 pages)View decision -
Decision Reference DRN-5279193
11 Feb 2025 JAJA FINANCE LTD UpheldBanking and PaymentsDRN-5279193 The complaint Miss B complains about the way in which Jaja Finance Ltd trading as Asda Money Credit Card managed her account. What happened Miss B holds a credit card account with Jaja. In May 2024 Miss B missed a payment on the account. On 7 June 2024 Miss B contacted Jaja ... (4 pages)View decision -
Decision Reference DRN-4767862
11 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4767862 The complaint Mr M complains that Lloyds Bank Plc didn’t do enough to prevent him losing money to scams. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. In summary... (2 pages)View decision -
Decision Reference DRN-5282213
11 Feb 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5282213 The complaint Mrs Y’s complaint relates to a mortgage current account that was linked to her mortgage with Barclays Bank UK PLC. She considers that the overdraft limit was too high, which means that she is now struggling to repay it. She is unhappy that Barclays has not give... (4 pages)View decision -
Decision Reference DRN-5322096
11 Feb 2025 Quilter Financial Planning Solutions Limited UpheldInvestmentsDRN-5322096 The complaint Mrs V complains that Quilter Financial Planning Solutions Limited (“Quilter”) failed to provide her with ongoing reviews and failed to act in her best interest when managing her investments, despite paying Ongoing Advice Charges (“OACs”). Mrs V is represented ... (8 pages)View decision -
Decision Reference DRN-4853167
11 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4853167 The complaint Miss T complains that Bank of Scotland Plc (trading as Halifax), didn’t do enough to prevent her losing money to a scam. Miss T has used a representative to bring her complaint, but for ease of reading, I’ll mostly just refer to Miss T herself when I also mean... (2 pages)View decision -
Decision Reference DRN-5302446
11 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5302446 The complaint Mr K complains about the advice he received and his customer service experience whilst making a complaint to HSBC UK Bank Plc trading as first direct. What happened Mr K contacted first direct in early September 2024 because his account had gone into overdraft.... (3 pages)View decision
