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-4594287
6 Mar 2024 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4594287 The complaint Mr G complains that he temporarily had no access to his funds held with J.P. Morgan Europe Limited trading as Chase (“Chase”) and the security processes he had to go through to gain access again. Mr G is particularly unhappy he had to change his memorable six-digi... (3 pages)View decision -
Decision Reference DRN-4285348
6 Mar 2024 Cofunds Limited Not upheldInvestmentsDRN-4285348 The complaint Mr G has complained that Cofunds Limited, trading as Aegon (‘Cofunds’), delayed the transfer of his ISA account to another platform. What happened In November 2022 Mr G requested the transfer of his ISA account from Cofunds to another platform provider. Upon compl... (6 pages)View decision -
Decision Reference DRN-4470821
6 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4470821 The complaint Mr G complains that National Westminster Bank Plc (NatWest) closed his bank account without reason. Mr G wants NatWest to provide a proper explanation and reopen the account. What happened The detailed background of this complaint is well known to both parties. So... (4 pages)View decision -
Decision Reference DRN-4364269
6 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4364269 The complaint Mr S complains about National Westminster Bank Plc’s decision to not consider him for a personal loan which he considers to be unfair. What happened Mr S would like to take out a loan with NatWest for £2000 to £4000. The main purpose of the loan is to put down a d... (2 pages)View decision -
Decision Reference DRN-4664335
6 Mar 2024 ClearBank Limited UpheldBanking and PaymentsDRN-4664335 The complaint V complains that ClearBank Limited trading as Tide (Tide) unfairly blocked and closed its account. V is also unhappy with how long Tide took to release funds in its account. And the customer service provided. V is represented by Ms T. What happened The detailed ba... (5 pages)View decision -
Decision Reference DRN-4611715
6 Mar 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4611715 The complaint Ms B complains that TSB Bank plc (“TSB”) failed to provide her with a new chequebook despite requesting this multiple times. What happened Ms B resides outside the UK and relies on her chequebook to pay bills and to send money to friends and family in the UK – esp... (3 pages)View decision -
Decision Reference DRN-4655720
6 Mar 2024 Lloyds Bank PLC Not upheldMortgagesDRN-4655720 The complaint Ms W complains about her mortgage with Lloyds Bank plc. She says Lloyds advised her to have the mortgage on an interest-only basis without explaining the consequences of doing so. She’s also unhappy that she couldn’t get through to anyone at Lloyds over the years ... (3 pages)View decision -
Decision Reference DRN-4656654
6 Mar 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-4656654 The complaint Mrs W complains about the way The National Farmers' Union Mutual Insurance Society Limited trading as NFU Mutual dealt with a claim on her legal expenses insurance. Where I refer to NFU Mutual, this includes its agents and claims handlers acting on its behalf... (2 pages)View decision -
Decision Reference DRN-4627502
6 Mar 2024 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-4627502 The complaint Mrs S is unhappy that Home Retail Group Card Services Limited trading as Argos Financial Services (Argos) haven’t refunded her store card account after she returned a faulty item. What happened Mrs S used her Argos card to make a purchase for £258.95 on 11 May 202... (2 pages)View decision -
Decision Reference DRN-4426757
6 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4426757 The complaint Miss C has complained about how Santander UK Plc responded to a claim for money back in relation to a purchase she’d made on her debit card. What happened The circumstances of the complaint are well known so I’m not going to go over everything again in detail. But... (3 pages)View decision
