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 364422 results
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Decision Reference DRN-4547335
8 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4547335 The complaint Miss C complains that National Westminster Bank Plc blocked two payments she tried to make from her account and failed to contact her about unblocking them. As a result there was a delay in transferring the money out of her account. What happened In April 2023 Mis... (2 pages)View decision -
Decision Reference DRN-4542750
8 Mar 2024 Trussle Lab Ltd UpheldMortgagesDRN-4542750 The complaint Mr W and Mrs M have complained about an application they made through Trussle Lab Ltd trading as Trussle for a further advance on their mortgage. What happened Mr W and Mrs M had a residential mortgage with a lender I’ll call B. In October 2021 Mr W and Mrs M spok... (12 pages)View decision -
Decision Reference DRN-4618940
8 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4618940 The complaint Mr F complains that Revolut Ltd has failed to refund €3,928.05 he says he lost to a scam. What happened The background to this complaint is well known to both parties, and so I’ll only refer to some key events here. Mr F opened an account with Revolut in December ... (3 pages)View decision -
Decision Reference DRN-4671612
8 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4671612 The complaint Mrs E, who has a representative, complains Monzo Bank Ltd didn’t do enough when she fell victim to a scam. What happened Mrs E has a Monzo account and an account with a bank elsewhere who I’ll refer to as “N” in the rest of this decision. Mrs E says she was in a v... (3 pages)View decision -
Decision Reference DRN-4589327
8 Mar 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4589327 The complaint Mr G complains that Wise Payments Limited won’t refund the money he lost after he fell victim to an Authorised Push Payment (APP) scam. What happened In August 2023, Mr G found a listing for an apartment to rent on a website for a real estate agent based abroad. M... (2 pages)View decision -
Decision Reference DRN-4621753
8 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4621753 The complaint Mr A has complained Bank of Scotland plc, trading as Halifax, won’t refund him for disputed credit card transactions. What happened In September 2023, Mr A noted credit card transactions being undertaken overseas and complained to Halifax. Halifax wouldn’t refund ... (2 pages)View decision -
Decision Reference DRN-4608772
8 Mar 2024 Suttons Independent Financial Advisers Limited UpheldInsuranceDRN-4608772 The complaint Mr B complains that Suttons Independent Financial Advisors Limited failed to record relevant information on the application form when it applied for a life insurance policy on his behalf. Mr B also says Suttons failed to tell him he would have difficulty getting c... (3 pages)View decision -
Decision Reference DRN-4557798
8 Mar 2024 Soteria Insurance Limited Not upheldInsuranceDRN-4557798 The complaint Mr and Mrs E complain that Soteria Insurance Limited were unfair in they settled their car insurance claim. What happened Mr and Mrs E have car insurance with Soteria (the policy was originally provided under the Co-op brand). Mrs E was involved in a motor traffic... (2 pages)View decision -
Decision Reference DRN-4426226
8 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4426226 The complaint Mr W complains that his funds weren’t dispensed from a Barclays Bank UK PLC. The funds were returned but he’d like compensation for the distress caused to him. What happened Mr W has an account with Barclays. In June 2023 Mr W visited a Barclays branch and attempt... (2 pages)View decision -
Decision Reference DRN-4603406
8 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4603406 The complaint Mrs N has complained National Westminster Bank plc won’t refund her for disputed cash machine withdrawals and card transactions. What happened Mrs N opened an account with NatWest in July 2023. In August she went into her branch to take out some cash. She was give... (2 pages)View decision
