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 365360 results
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Decision Reference DRN-4728729
9 Apr 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4728729 The complaint Mr S is unhappy that Fairmead Insurance Limited (Fairmead) declined part of his claim following an escape of water. What happened Both parties are familiar with the background to this complaint. So, I’ve set out a summary of what I think are the key events. In Jun... (5 pages)View decision -
Decision Reference DRN-4730499
9 Apr 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4730499 The complaint Miss A complains Nationwide Building society blocked and later closed her account and she couldn’t access her funds. She would like to know the reason. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a b... (3 pages)View decision -
Decision Reference DRN-4728501
9 Apr 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-4728501 The complaint Mr K has complained, through a representative, that The Royal London Mutual Insurance Society Limited (trading as Refuge Investments Ltd at the time) gave him unsuitable advice to transfer his pensions. What happened One of our investigators considered Mr K’s comp... (2 pages)View decision -
Decision Reference DRN-4534572
9 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4534572 The complaint Mr D is unhappy that Bank of Scotland plc (“BOS”) declined a transaction on his credit card. He’s also unhappy that the bank wanted to speak to him to verify the transaction rather than send a text message. What happened In June 2023 Mr D tried to make a purchase ... (2 pages)View decision -
Decision Reference DRN-4430875
9 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4430875 The complaint Mr H complains Monzo Bank Ltd failed to refund him for his cash not dispensed dispute he raised in March 2023. What happened Mr H says he visited his local ATM on 4 March 2023 and attempted to withdraw £400 from his Monzo account. Mr H says the money was not dispe... (2 pages)View decision -
Decision Reference DRN-4523144
9 Apr 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4523144 The complaint Mr L is unhappy Lloyds Bank PLC granted him an overdraft, and then closed his current account before he could come to an arrangement to repay the overdraft. What happened From the information I have, Mr L took out an overdraft for £1,000 on 10 June 2021. Mr L says... (2 pages)View decision -
Decision Reference DRN-4717407
9 Apr 2024 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-4717407 The complaint Miss H, who is represented by a third party, says Shop Direct Finance Company Limited (“Shop Direct”), trading as Very, irresponsibly lent to her. What happened Miss H opened a shopping account with Shop Direct in January 2011. Her account limit was initially £750... (3 pages)View decision -
Decision Reference DRN-4570008
9 Apr 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4570008 The complaint Mr P complains American Express Services Europe Limited (AmEx) took a payment for his credit card when he’d already repaid the balance. He was also unhappy with the service when he tried to get the money back. What happened On 24 September 2023 Mr P’s statement wa... (3 pages)View decision -
Decision Reference DRN-4551204
9 Apr 2024 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4551204 The complaint Mr W complains Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF) have unfairly turned down a personal loan application. What happened On 17 September 2023 Mr W applied for an interest free loan with BPF to purchase a phone. The applic... (2 pages)View decision -
Decision Reference DRN-4555480
9 Apr 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4555480 The complaint Ms A complained because HSBC UK Bank plc, trading as first direct, refused to refund her for a £30 cash machine withdrawal. She said the machine had dispensed her money, but then taken it back before she could pick it up. What happened On 2 November 2023, Ms A use... (3 pages)View decision
