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-5169783
27 Mar 2025 Barclays Bank UK PLC Not upheldInsuranceDRN-5169783 The complaint Mr H has complained that Barclays Bank UK PLC (Barclays), didn’t tell him that the cover provided by his gadget insurance policy had been changed to exclude damage to laptops. What happened Mr H took out a policy through Barclays which covered mobile phones, ga... (2 pages)View decision -
Decision Reference DRN-5395763
27 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5395763 The complaint Mr M complains that despite having gambling block enabled on his account that Monzo Bank Ltd (“Monzo”) allowed five gambling transactions to go through in one day resulting in him losing £2,100. What happened Mr M has a gambling addiction and made Monzo aware ... (3 pages)View decision -
Decision Reference DRN-5353007
27 Mar 2025 Interactive Investor Services Limited Not upheldInvestmentsDRN-5353007 The complaint Mr N complains that Interactive Investor Services Limited (“II”) provided him with misleading information regarding making withdrawals from his trading account. What happened Mr N contacted II on 8 April 2023 to query how he could deposit funds to his trading a... (3 pages)View decision -
Decision Reference DRN-5431422
27 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5431422 The complaint Ms T is complaining that Lloyds Bank PLC didn’t do enough to prevent her from making payments to scam, and didn’t reimburse the payments she’d made once the scam had been reported. The complaint is brought on Ms T’s behalf by a professional representative. What... (3 pages)View decision -
Decision Reference DRN-5356304
27 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5356304 The complaint Miss B complains that Vanquis Bank Limited irresponsibly lent to her. Miss B is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss B hers... (2 pages)View decision -
Decision Reference DRN-5431539
27 Mar 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5431539 The complaint Mr C and Ms M complain Nationwide Building Society (NBS) threatened to suspend accounts they held on two occasions. Mr C and Ms M further complain NBS then suspended their accounts in error. What happened I sent the parties a provisional decision in March 2025,... (3 pages)View decision -
Decision Reference DRN-5368426
27 Mar 2025 Newcastle Building Society Not upheldBanking and PaymentsDRN-5368426 The complaint Mr P complains about how Newcastle Building Society (NBS) dealt with his application for an ISA and the service it provided around this. What happened Mr P wanted to open a Triple Access ISA account. On 16 December 2022, Mr P was sent two application forms for ... (3 pages)View decision -
Decision Reference DRN-5407332
27 Mar 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5407332 The complaint Mr and Mrs M complain about how Lloyds Bank General Insurance Limited trading as Halifax (“Lloyds”) dealt with a claim they made on their home insurance policy following an escape of water. Mr and Mrs M are joint policyholders ... (6 pages)View decision -
Decision Reference DRN-4991894
27 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4991894 The complaint Ms M complains that Revolut Ltd won’t refund money she lost to a scam. Ms M is represented by A, for ease any references to Ms M also include statements made by A. What happened Ms M complains that she made the following card payments as a result of a cryptocur... (5 pages)View decision -
Decision Reference DRN-5345455
27 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5345455 The complaint Miss M complains HSBC UK Bank Plc unfairly blocked her accounts and withheld funds within her accounts. What happened Miss M held three accounts with HSBC. In early December Miss M’s accounts were reviewed by HSBC. During this time Miss M’s accounts were bloc... (3 pages)View decision
