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 393318 results
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Decision Reference DRN-5469701
6 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5469701 The complaint Mr R complains that Lloyds Bank PLC blocked his card without notifying him. What happened Mr R complains that his card with Lloyds was blocked for four days in December 2022, resulting in him being unable to get home in bad weather and unable to purchase grocer... (3 pages)View decision -
Decision Reference DRN-5257604
6 May 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5257604 The complaint Mrs M complains that HSBC UK Bank Plc won’t reimburse her after she lost money to an investment – that she now considers to have been a scam. What happened Mrs M has explained that she was introduced to an investment opportunity, provided by a firm that I’ll re... (7 pages)View decision -
Decision Reference DRN-5206436
6 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5206436 The complaint A limited company, which I’ll refer to as V, complains that HSBC UK Bank Plc is wrongly holding it liable for a bounce back loan (“BBL”) applied for by a different limited company and has not carried out any due diligence or made any attempt to resolve the situ... (3 pages)View decision -
Decision Reference DRN-5064406
6 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5064406 The complaint Mr G has complained that NewDay Ltd trading as Partnership Card failed to obtain a refund for a transaction made using his NewDay credit card. What happened In March 2024, Mr G hired a cement mixer from a company that I’ll refer to as T. Mr G paid for the hire ... (3 pages)View decision -
Decision Reference DRN-5506311
6 May 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5506311 The complaint G, a limited company, complains that Monzo Bank Ltd made it difficult to integrate G’s payment account data into accountancy software provided by a third party, resulting in unnecessary subscription costs and inconvenience to G. Mr S, a director of G, represen... (4 pages)View decision -
Decision Reference DRN-5457441
6 May 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5457441 The complaint This complaint is about a mortgage Mr E holds with Bank of Scotland plc (BOS). It’s the third in a sequence of individual complaints Mr E has made about BOS’ handling of a series of changes made to his mortgage account during early 2024. Those changes include a... (2 pages)View decision -
Decision Reference DRN-5448678
6 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5448678 The complaint D, a limited company, complains that National Westminster Bank Public Limited Company closed their accounts and returned funds to the original sender. They’d like the funds returned to them. D are represented by their director, Mr K. What happened In May 2024... (2 pages)View decision -
Decision Reference DRN-5515092
6 May 2025 Bank of Scotland Plc UpheldMortgagesDRN-5515092 The complaint Mrs H, as the administrator of the estate of the late Ms I, complains about action Bank of Scotland plc trading as Birmingham Midshires (BM) took to repossess a property subject to a buy to let mortgage in Ms I’s name after Ms I passed away. What happened The l... (4 pages)View decision -
Decision Reference DRN-5449162
6 May 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5449162 The complaint Mr, Mrs and Miss P complain that Admiral Insurance (Gibraltar) Limited has turned down a cancellation claim they made on a travel insurance policy. As Mrs P brought the complaint to us, for ease of reading, I’ve referred mainly to her. What happened Mr, Mrs and... (3 pages)View decision -
Decision Reference DRN-5386987
6 May 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5386987 The complaint Mr B complains about how Admiral Insurance (Gibraltar) Ltd (Admiral) dealt with a claim under his motor insurance policy for damage to his vehicle in an accident. References to Admiral in this decision include their agents. What happened In August 2023 Mr B w... (7 pages)View decision