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 360264 results
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Decision Reference DRN-4689841
23 Apr 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4689841 The complaint Mr R complains that TSB Bank plc have been unable to retrieve funds he sent to a wrong account. Mr R is also unhappy that TSB closed his accounts and the service he received. What happened Mr R had a current account and savings account with TSB. In September 2023,... (5 pages)View decision -
Decision Reference DRN-4686666
23 Apr 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4686666 The complaint Mr W complains that Metro Bank PLC (‘Metro’) won’t refund the money he says was lost as the result of a scam. What happened Mr W says he made an agreement with his friend (who I’ll refer to as M) to become a joint owner of M’s mother’s house – based on Mr W making... (3 pages)View decision -
Decision Reference DRN-4746503
23 Apr 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4746503 The complaint Ms A complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money she lost as the result of a scam. What happened In 2022, Ms A needed building work completed on her home. Ms A says she got quotes and selected a builder who I’ll refer to as M. M said they worke... (5 pages)View decision -
Decision Reference DRN-4610883
22 Apr 2024 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-4610883 The complaint Ms T complains that Marks and Spencer Financial Services Plc trading as M&S Bank addressed her credit card statements incorrectly. What happened Ms T holds a credit card account with M&S. She has moved several times in recent years and on each occasions ha... (2 pages)View decision -
Decision Reference DRN-4691619
22 Apr 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4691619 The complaint Mr N complains that National Westminster Bank Plc (NWest) blocked a payment to a crypto exchange. What happened On 19 November 2023, Mr N attempted to make a payment of £8,000 to a crypto exchange (which I will call ‘A’). NWest blocked the payment and it wasn’t ma... (3 pages)View decision -
Decision Reference DRN-4756719
22 Apr 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4756719 The complaint Mr and Mrs W complain that National Savings and Investments (NS&I) incorrectly returned two payments they made. Mr and Mrs W also complain about the information and service provided by NS&I. What happened The background to this complaint and my initial con... (4 pages)View decision -
Decision Reference DRN-4757165
22 Apr 2024 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4757165 The complaint Mrs O has complained about the way AA Underwriting Insurance Company Limited (AAUW) handled her claim under her After The Event (ATE) insurance policy. What happened Mrs O’s car was damaged in an accident when another vehicle hit the rear passenger side. She conta... (3 pages)View decision -
Decision Reference DRN-4557740
22 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4557740 The complaint Mrs M complains that Barclays Bank UK PLC trading as Barclaycard recorded a default on her credit file. She’s also unhappy about the customer service she received when she contacted the bank. What happened Mrs M held a credit card account with Barclaycard. She mis... (3 pages)View decision -
Decision Reference DRN-4756398
22 Apr 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4756398 The complaint Mr B complains Revolut Ltd (“Revolut”) blocked and later closed his personal account without explanation. Mr B says this has led to him being forced to liquidate crypto assets which would lead to a substantive financial loss. Mr B says this matter has caused him d... (6 pages)View decision -
Decision Reference DRN-4707306
22 Apr 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4707306 The complaint Mr W complains that Admiral Insurance (Gibraltar) Limited should pay his claim on a motor insurance policy. What happened Mr W contacted Admiral and took out a multi-car policy. The subject matter of the claim and the complaint is a sports utility vehicle, first r... (3 pages)View decision
