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-4415956
21 Mar 2024 ClearBank Limited UpheldBanking and PaymentsDRN-4415956 The complaint A company, which I’ll refer to as S, complains that ClearBank Limited (Tide) won’t refund the money that was lost through an Authorised Push Payment (“APP”) scam. Mrs L has brought this complaint on behalf of S, so for ease of reading I’ll refer to Mrs L throughou... (4 pages)View decision -
Decision Reference DRN-4289982
21 Mar 2024 M & G Securities Limited Not upheldInvestmentsDRN-4289982 The complaint Mr A complains that M & G Securities Limited (‘M & G’) failed to give him information he asked for in the format he requested. What happened Mr A held two investment accounts with M & G. One was an open-ended investment company (OEIC) and one was a sto... (7 pages)View decision -
Decision Reference DRN-4635631
21 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4635631 The complaint Mrs W complains that Lloyds Bank PLC prevented her from making online payments. And she’d like the restriction lifted. What happened Mrs W has an account with Lloyds. She also has a complaint with our service relating to another bank in Lloyds Banking Group. I’ll ... (2 pages)View decision -
Decision Reference DRN-4635661
21 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4635661 The complaint Mrs W complains that Bank of Scotland plc provided poor customer service and blocked access to her account. She’d like her account unblocked. What happened On 3 August 2023 Mrs W tried to make a payment of £19,000 via her internet banking. However, the payment was... (3 pages)View decision -
Decision Reference DRN-4696348
21 Mar 2024 Barclays Bank Plc UpheldInvestmentsDRN-4696348 The complaint Mr P complains that Barclays Bank Plc (‘Barclays’) failed to notify him of corporate actions in relation to some investment bonds he held. What happened Mr P had a Smart Investor account provided by Barclays. In the account he had some bonds. They were due to matu... (8 pages)View decision -
Decision Reference DRN-4541996
21 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4541996 The complaint Mr B complains that Lloyds Bank PLC incorrectly merged his profile with his father’s profile. This resulted in statements being sent to Mr B with the wrong name on, which he passed to his father believing the statements to be for him. What happened Mr B holds seve... (2 pages)View decision -
Decision Reference DRN-4624726
21 Mar 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4624726 The complaint Mr and Mrs C complain that Liverpool Victoria Insurance Company Limited (LV) unfairly cancelled their home insurance policy. Mr C has been the main correspondent in this case, but the complaint is in joint names. So for ease I’ll mainly refer to both Mr and Mrs C ... (3 pages)View decision -
Decision Reference DRN-4668549
21 Mar 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-4668549 The complaint Miss H, as trustee, complains that Legal and General Assurance Society Limited avoided her father’s life insurance policy and refused to pay a claim. What happened The background to this complaint is well known to the parties, so I won’t repeat it in detail here. ... (3 pages)View decision -
Decision Reference DRN-4379464
21 Mar 2024 Hastings Insurance Services Limited UpheldInsuranceDRN-4379464 The complaint Mrs K complains about how Hastings Insurance Services Limited administered her motor insurance policy. She’s unhappy that she was mis-sold a policy and discriminated against. What happened Mrs K wanted to add another car to her existing policy. Hastings gave her a... (3 pages)View decision -
Decision Reference DRN-4346711
21 Mar 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4346711 The complaint Mr M complains that Lloyds Bank PLC unfairly blocked his account. He says this caused him financial problems and severely impacted his mental health. Mr M wants Lloyds to pay him compensation for the trouble and upset he was caused by his account being blocked. Wh... (3 pages)View decision
