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 381082 results
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Decision Reference DRN-5093174
18 Oct 2024 Triodos Bank UK Limited UpheldBanking and PaymentsDRN-5093174 The complaint Mr D has complained that Triodos Bank UK Limited registered a fraud marker against him. What happened In summer 2023, Mr D applied for a current account with Triodos. He provided an address I’ll refer to as Address 1. He was asked how long he’d lived there, and... (4 pages)View decision -
Decision Reference DRN-5037391
18 Oct 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-5037391 The complaint Mr O has complained that Metro Bank PLC won’t refund transactions he says he didn’t make or otherwise authorise. What happened Mr O was attempting to purchase a holiday. But the website he used was fake – it was impersonating a genuine merchant. He gave the sca... (3 pages)View decision -
Decision Reference DRN-4839767
18 Oct 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4839767 The complaint Mr G complains about the way Admiral Insurance (Gibraltar) Limited (Admiral) handled his claim under his motor insurance policy. What happened The background of this complaint is well known to both parties, I will summarise it here. Mr G has a motor insurance... (2 pages)View decision -
Decision Reference DRN-5037960
18 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5037960 The complaint Mr S complains that Nationwide Building Society (“Nationwide”) won’t pay him the balance on his savings account, the passbook for which he has recently rediscovered. Mr S says he did not receive the money from this account. What happened Mr S found a passbook f... (2 pages)View decision -
Decision Reference DRN-4844660
18 Oct 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4844660 The complaint Mr L has complained that Bank of Scotland plc (“Bank of Scotland”) mis-sold him a fee- paying Silver packaged bank account on 7 December 2012. Mr L has given a number of reasons why he says it was mis-sold, including that he says he was led to believe that tak... (3 pages)View decision -
Decision Reference DRN-5092962
18 Oct 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-5092962 The complaint Mr C transferred three personal pensions to a Self-Invested Personal Pension (‘SIPP’) provided by London & Colonial Services Limited (‘L&C’), and his SIPP monies were invested in The Resort Group's (‘TRG’s) Dunas Beach Hotel Resort (‘Dunas Beach’).... (44 pages)View decision -
Decision Reference DRN-5092699
18 Oct 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5092699 The complaint Mr M complains about a car supplied to him on a conditional sale agreement by Moneybarn No.1 Limited trading as Moneybarn. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects ... (8 pages)View decision -
Decision Reference DRN-4860991
18 Oct 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4860991 The complaint Mr B complains that Lloyds Bank PLC (Lloyds) won’t refund money he lost in an investment scam. What happened What Mr B says: Mr B is represented by a third-party claims firm. He had recently lost his wife to Covid. He was a student and she was the main earner i... (5 pages)View decision -
Decision Reference DRN-5060238
18 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5060238 Complaint Miss S is unhappy that Monzo Bank Ltd didn’t refund her after she fell victim to a scam. Background In June 2024, Miss S received a phone call from an individual claiming to work for Monzo. The caller led her through what appeared to be a legitimate security proces... (3 pages)View decision -
Decision Reference DRN-5022418
18 Oct 2024 PREPAID FINANCIAL SERVICES LIMITED Not upheldBanking and PaymentsDRN-5022418 The complaint Ms C complained because Prepaid Financial Services Ltd (PFSL) refused to refund her for transactions she said she didn’t make. What happened On 8 January 2024, Ms C emailed PFSL. She’d been on holiday abroad and had just returned. She told PFSL that her wallet... (4 pages)View decision
