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-4730409
24 Apr 2024 Vitality Health Limited UpheldInsuranceDRN-4730409 The complaint Mr and Mrs U are unhappy with how Vitality Health Limited (Vitality) has dealt with Mrs U’s claim on their private medical insurance policy. Mrs U is the lead complainant so I will refer mainly to Mrs U in this decision although both Mr and Mrs U are joined on the... (3 pages)View decision -
Decision Reference DRN-4755171
24 Apr 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4755171 The complaint Mr M complains Nationwide Building Society won’t give him access to the money in his account and won’t let him take out more than £100 a week. What happened Mr M opened an account with Nationwide in July 2023 – it has a substantial balance. In December 2023 Mr M c... (2 pages)View decision -
Decision Reference DRN-4761883
24 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4761883 The complaint Mr C is unhappy that Santander UK Plc placed restrictions on his account and with the service he received surrounding this. What happened Mr C tried to make a large transfer from his account. However, the transfer was flagged by Santander for further checks and re... (3 pages)View decision -
Decision Reference DRN-4702908
24 Apr 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4702908 The complaint Miss P complains that JP Morgan Europe Limited trading as Chase failed to close or freeze her account when she requested it. She has an addiction and as a result spent large sums of money on gambling. What happened In August 2022, Miss P complained to Chase that d... (5 pages)View decision -
Decision Reference DRN-4762442
24 Apr 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4762442 The complaint Mr S complains about how National Westminster Bank Plc (‘NatWest’) handled a claim he made to it. What happened The parties are familiar with the background details of this complaint – so I will only summarise them briefly. It reflects my informal remit. In summar... (4 pages)View decision -
Decision Reference DRN-4457900
24 Apr 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4457900 The complaint Mrs E complains that The Royal Bank of Scotland Plc (“RBS”) hasn’t done enough to protect her against the loss of money to a scam. What happened Mrs E says that in 2017 she was cold called by a person that I will call C. She attended a meeting with C who introduce... (3 pages)View decision -
Decision Reference DRN-4761913
24 Apr 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4761913 The complaint Mr C and Miss P have complained about the way Nationwide Building Society dealt with their claim for money back in relation to a transaction made using a debit card. What happened In March 2023 Mr C and Miss P said they were trying to book a holiday online. They’d... (4 pages)View decision -
Decision Reference DRN-4714336
24 Apr 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4714336 The complaint Miss N complains that Lloyds Bank PLC (“Lloyds”) removed her overdraft facility in error, causing her detriment. What happened Miss N holds a current account with Lloyds, which has an agreed overdraft limit of £2,000. Last year, she called Lloyds to discuss her fi... (4 pages)View decision -
Decision Reference DRN-4761163
24 Apr 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4761163 The complaint Mr N complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) unfairly turned down his claim under section 140A of the Consumer Credit Act 1974 (“the CCA”) in relation to a loan they provided to purchase a timeshare product.... (5 pages)View decision -
Decision Reference DRN-4416366
24 Apr 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4416366 The complaint Mr J complains that National Westminster Bank Plc (‘NatWest’) didn’t do enough to protect him when he fell victim to an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat them again here. The facts are... (2 pages)View decision
