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-4810595
5 Jun 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4810595 The complaint A, a small business owned by Mr T, complained because Lloyds bank PLC refused to refund a cash machine withdrawal, where he said the machine didn’t dispense his money. What happened On 20 April 2023, Mr T was abroad. He wanted to withdraw money from his Lloyds bus... (3 pages)View decision -
Decision Reference DRN-4784739
5 Jun 2024 MBNA Limited UpheldBanking and PaymentsDRN-4784739 The complaint Mrs F is complaining about MBNA Limited because she says it lent irresponsibly when providing her a credit card she couldn’t afford. What happened In June 2018, following her application, MBNA gave Mrs F a credit card with a limit of £6,300. In February 2020, it i... (5 pages)View decision -
Decision Reference DRN-4785247
5 Jun 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4785247 The complaint Miss M complains that Zopa Bank Limited lent irresponsibly when it approved a loan for £12,000. What happened In February 2022 Miss M applied for a £12,000 loan with Zopa. Zopa says the application was made for debt consolidation purposes. In her application, Miss... (3 pages)View decision -
Decision Reference DRN-4389712
5 Jun 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4389712 The complaint The executors for the estate of Mrs M have complained about Lloyds Bank General Insurance Limited’s handling of a home insurance claim. What happened The late Mrs M held a home insurance policy with Lloyds Bank which covered a property she rented out. A claim was ... (3 pages)View decision -
Decision Reference DRN-4835349
5 Jun 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4835349 The complaint Mr H complains about the service he received from National Westminster Bank Plc (“NatWest”) following an initial enquiry through its online chat service. What happened Mr H holds an account with NatWest. He has a disability which means he requires support to manag... (4 pages)View decision -
Decision Reference DRN-4783644
5 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4783644 The complaint Mr K complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost when he was the victim of a scam. What happened Mr K is represented in this case but for ease I’ll refer to Mr K throughout my decision. Mr K says that he was contacted on a social media a... (3 pages)View decision -
Decision Reference DRN-4805384
5 Jun 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4805384 The complaint Mr K has complained that MBNA Limited are holding him liable for a credit card which he says was taken out fraudulently in his name. What happened On 2 July 2023, an MBNA credit card was opened online in Mr K’s name using his correct details, and was linked to a b... (3 pages)View decision -
Decision Reference DRN-4745666
5 Jun 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4745666 The complaint Miss F complains that NewDay Ltd didn’t correctly adjust the repayments under her paydown plan after she made a substantial repayment towards the account. Instead, it told her the account had been suspended. Miss F wants her account reinstated and to be placed on ... (3 pages)View decision -
Decision Reference DRN-4780004
5 Jun 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4780004 The complaint Mr B complains that HSBC UK Bank Plc received funds he sent to it as part of a scam and hasn’t returned them to him. What happened Mr B was the unfortunate victim of a cruel scam in February 2023. A fraudster used deceitful means to have him transfer £1,850.40 to ... (3 pages)View decision -
Decision Reference DRN-4800576
5 Jun 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4800576 The complaint Mr D complains that Lloyds Bank PLC didn’t remove the block on his account after he visited the branch. He wants compensation of £350 plus VAT. What happened Mr D says that while abroad on holiday his cards were blocked due to a suspected fraud, and he was require... (2 pages)View decision
