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 366874 results
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Decision Reference DRN-4675826
17 May 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4675826 The complaint Ms A complains that TSB Bank plc closed her current account and didn’t communicate to her the consequences of not clearing her overdraft balance, including registering a default. What happened Ms A had a current account with TSB since April 2021. She had an overdr... (3 pages)View decision -
Decision Reference DRN-4725788
17 May 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4725788 The complaint Mr L complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin”) failed to refund transactions he didn’t recognise. What happened Mr L explained that he wanted a way to allow a close family member to use online games whilst staying in control of the spe... (3 pages)View decision -
Decision Reference DRN-4693851
17 May 2024 Mulsanne Insurance Company Limited UpheldInsuranceDRN-4693851 The complaint Mr T complains that Mulsanne Insurance Company Limited unfairly declined his motor insurance claim after his car was damaged by fire. What happened Mr T held a motor insurance policy, underwritten by Mulsanne. While Mr T was abroad, his car was in the care of a re... (4 pages)View decision -
Decision Reference DRN-4513902
17 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4513902 The complaint Mr T complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr T was contacted ... (3 pages)View decision -
Decision Reference DRN-4800471
17 May 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4800471 The complaint Miss B complains that American Express Services Europe Limited (AESEL) mis-handled her credit card account, and unfairly closed it, after she fell into financial difficulty. What happened Unfortunately, Miss B fell into financial difficulty and her account went in... (4 pages)View decision -
Decision Reference DRN-4802676
17 May 2024 esure Insurance Limited Not upheldInsuranceDRN-4802676 The complaint Ms K complains that esure Insurance Limited (“esure”) has unfairly handled claims made under her motor insurance policy. What happened The background of this complaint is well known between parties, so I’ll summarise events. Between January and February 2023 Ms K... (3 pages)View decision -
Decision Reference DRN-4440799
17 May 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4440799 The complaint Mr H complains that Wise Payments Limited trading as Wise (Wise) is refusing to refund him the amount he lost as the result of a scam. Mr H is being represented by a third party. To keep things simple, I will refer to Mr H throughout my decision. What happened Mr ... (2 pages)View decision -
Decision Reference DRN-4596729
17 May 2024 Bank of Scotland Plc Not upheldConsumer CreditDRN-4596729 The complaint Mr G complains about the support he received from Bank of Scotland plc (BoS) when he requested a payment holiday on his loan and an extension to his overdraft. What happened Mr G has had a bank account with BoS for over forty years. In May 2022 he took out a loan ... (3 pages)View decision -
Decision Reference DRN-4779702
17 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4779702 The complaint Mrs T has complained that National Westminster Bank Plc “NatWest” discriminated against her when she visited a NatWest branch. What happened On 30 October 2020 Mrs T attended a NatWest branch to pay a bill and to withdraw cash. Mrs T says she first went to a ‘rece... (4 pages)View decision -
Decision Reference DRN-4460106
17 May 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4460106 The complaint Mr P complains that Lloyds Bank PLC (Lloyds) is refusing to refund him the amount he lost as the result of a scam. Mr P has previously been represented by a third party. To keep things simple, I will refer to Mr P throughout my decision. What happened The backgrou... (4 pages)View decision
