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 364862 results
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Decision Reference DRN-5243788
27 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5243788 The complaint Mrs R complained because Lloyds Bank PLC refused to refund her for transactions she said she hadn’t made. What happened In August 2024, Mrs R went to her local branch about her Lloyds Gold account. She hadn’t received a new card, so she went to ask about it. ... (4 pages)View decision -
Decision Reference DRN-5244904
27 Mar 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5244904 The complaint Ms E is unhappy that Nationwide Building Society restricted her accounts and kept them restricted for approximately a year. What happened In March 2023, Nationwide restricted Ms E’s accounts when they began an investigation into a potential scam that Nationwide... (2 pages)View decision -
Decision Reference DRN-5335518
27 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5335518 The complaint Mr C and Mrs C have complained about the settlement offered by Royal & Sun Alliance Insurance Limited (RSA) under a home insurance policy. What happened Mr C and Mrs C contacted RSA to make a claim when water leaked from their shower and caused damage. RSA... (3 pages)View decision -
Decision Reference DRN-5429502
27 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5429502 The complaint Mr O complains that he was permitted to spend heavily from his National Westminster Bank Public Limited Company account during a period of ill health even though NatWest had been told about his illness and had been asked to put restrictions in place. What happe... (4 pages)View decision -
Decision Reference DRN-5381729
27 Mar 2025 The Mortgage Business Plc Not upheldMortgagesDRN-5381729 The complaint Mr and Mrs H complain about how The Mortgage Business Plc (TMB) has treated them whilst they have been trying to arrange a lifetime mortgage with a different lender to repay their existing TMB mortgage. What happened Mr and Mrs H have held a mortgage with TMB f... (3 pages)View decision -
Decision Reference DRN-5431776
27 Mar 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5431776 Complaint Ms B is unhappy that J.P. Morgan Europe Limited (trading as Chase) didn’t reimburse her after she told it she’d fallen victim to a scam. Background In January 2024, Ms B was contacted by someone claiming to be an employee of a bank I will refer to as F. The caller ... (3 pages)View decision -
Decision Reference DRN-5350165
27 Mar 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5350165 The complaint Mr H has complained about the way his motor insurer, Advantage Insurance Company Limited (‘Advantage’) , dealt with a claim he made on his policy after his car was declared a total loss. Advantage is the underwriter of this policy i.e., the insurer. During the... (5 pages)View decision -
Decision Reference DRN-5409545
27 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5409545 The complaint Miss A is unhappy that Revolut Ltd haven’t refunded money she lost as a result of a scam. Miss A is being represented by a claims management company but for ease of reference I’ll only refer to Miss A here. What happened The detailed background to this compla... (10 pages)View decision -
Decision Reference DRN-5382605
27 Mar 2025 Building Block Insurance PCC Ltd UpheldInsuranceDRN-5382605 The complaint Mr S has complained that Building Block Insurance PCC Ltd (PCC) failed to fully reimburse him for onward travel costs when he sought assistance under his motor breakdown assistance insurance policy. What happened Mr S broke down approximately three hours away f... (3 pages)View decision -
Decision Reference DRN-5082108
27 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5082108 The complaint Mrs S complains that Revolut Ltd hasn’t reimbursed her after she fell victim to a scam. What happened The background to this complaint is well-known to both parties and so I’ll only summarise key events here. In February 2023 Mrs S found what appeared to be a c... (10 pages)View decision
