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 364766 results
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Decision Reference DRN-4630568
14 Mar 2024 Sure Wise Limited Not upheldInsuranceDRN-4630568 The complaint Mr S says Sure Wise Limited charged him twice for his Carer Employer insurance policy in October 2022. What happened Mr S noticed payments for the same amount had been taken by Sure Wise on 23 October and 25 October. He thought he’d been charged in error for his p... (1 page)View decision -
Decision Reference DRN-4655931
14 Mar 2024 abrdn Investments Limited UpheldInvestmentsDRN-4655931 The complaint Mrs G has complained about Abrdn Investments Limited trading as Abrdn. She said she didn’t receive enough notice from it when it decided to liquidate one of its funds, that she had invested money into. She said it also made mistakes when she requested a withdrawal... (4 pages)View decision -
Decision Reference DRN-4450121
14 Mar 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4450121 The complaint W complains that Metro Bank PLC recorded a payment as pending. What happened In June 2023, W went to purchase some petrol using a Metro debit card at a ‘pay at pump’ station. W picked up the wrong pump, but didn’t use it and was given a receipt for £0.00 for this.... (2 pages)View decision -
Decision Reference DRN-4657675
14 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4657675 The complaint Miss B and Mr G complain that National Westminster Bank Plc failed to cancel their overdraft when requested, and later increased the limit without consent. What happened On 28 May 2021, Miss B and Mr G wrote to NatWest asking it to cancel their overdraft. As they ... (2 pages)View decision -
Decision Reference DRN-4648961
14 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4648961 The complaint Mr P complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In late 2018, Mr P made two payments from his HSBC accounts to an investment company. The payments were made in order to invest in... (3 pages)View decision -
Decision Reference DRN-4682251
14 Mar 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4682251 The complaint Mr M complains that TSB Bank plc has recorded a fraud marker against him with CIFAS, a national fraud prevention agency. What happened In mid-2022, Mr M was told that one of the accounts he held with another bank was being closed. And while complaining about the c... (5 pages)View decision -
Decision Reference DRN-4668616
14 Mar 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4668616 Complaint Miss P has complained that Lloyds Bank PLC (“Lloyds”) unfairly allowed her to continue using a credit card. She says that she was allowed to continue using her credit card despite being in a cycle of persistent debt and there being clear evidence of her poorly managin... (4 pages)View decision -
Decision Reference DRN-4676062
14 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4676062 The complaint Mrs S complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost after falling victim to a scam. What happened Mrs S’s complaint has been brought by a professional representative, but as the account is in Mrs S’s name – I’ll refer to her throughout th... (6 pages)View decision -
Decision Reference DRN-4487216
13 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4487216 The complaint Mr H complains that Lloyds Bank PLC didn’t do enough to protect him from the financial harm caused by a scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to both parties.... (3 pages)View decision -
Decision Reference DRN-4603573
13 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4603573 The complaint Mr and Mrs P complain that Lloyds Bank PLC won’t refund them the money they lost to what they believe was a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail. But in summary, I understand it to be as... (4 pages)View decision
