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 246785 results
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Decision Reference DRN-4114362
26 Oct 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4114362 The complaint Mrs V is unhappy Lloyds Bank PLC (“Lloyds”) won’t refund money she sent to pay for a tax bill and now believes is a scam. What happened Mrs V inherited a property in 2018 and started to rent it out. A family friend recommended an accountant (I will refer to as C) ... (4 pages)View decision -
Decision Reference DRN-4271726
26 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4271726 The complaint Mr K complains that Monzo Bank Ltd won’t refund over £4,000 he lost to an investment scam. What happened Mr K is represented in this complaint by a solicitor but for simplicity I will largely refer just to Mr K, even when referencing what his representatives have ... (3 pages)View decision -
Decision Reference DRN-4393738
26 Oct 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4393738 The complaint Mrs D is unhappy with the service provided by Bank of Scotland plc trading as Halifax after she’d reported a problem with a roofer. What happened Mrs D employed a roofer. She’d used the roofer in the past. But on this occasion the roofer took payment but didn’t ca... (2 pages)View decision -
Decision Reference DRN-4295626
26 Oct 2023 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4295626 The complaint Ms L complains that she was not able to gain access to her ISA account with Clydesdale Bank Plc, trading as Virgin Money. What happened Ms L opened a 1 Year Fixed Rate ISA account with Virgin Money in July 2022. Between December 2022 and April 2023 Ms L attempted ... (2 pages)View decision -
Decision Reference DRN-3983105
26 Oct 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3983105 The complaint Mr G complains that National Westminster Bank Plc won’t refund the money he lost when he fell victim to a scam. What happened Mr G responded to an online advert for a company which claimed to provide cryptocurrency trading advice. On their advice, Mr G moved funds... (3 pages)View decision -
Decision Reference DRN-4389398
26 Oct 2023 Marsh Finance Ltd Not upheldConsumer CreditDRN-4389398 The complaint Mr H complains that Marsh Finance Ltd, who I’ll call Marsh Finance, were unreasonable to demand payment of the balance on his account, after the car he was financing was reported stolen. What happened The details of this complaint are well known to both parties, s... (2 pages)View decision -
Decision Reference DRN-4323221
26 Oct 2023 Creation Financial Services Limited Not upheldBanking and PaymentsDRN-4323221 The complaint Mr S complains that Creation Financial Services Limited blocked and closed his account without a reason. He’d like compensation for the way he was treated. What happened Mr S had an account with Creation. On 24 August 2021 He received a letter from Creation saying... (3 pages)View decision -
Decision Reference DRN-4192970
26 Oct 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4192970 The complaint Mr A complains that Lloyds Bank Plc won’t reimburse him the money he lost to a scam. What happened Mr A says that in September 2022 he was contacted by someone on social media who said they could offer him investment opportunities, relating to cryptocurrencies. Mr... (3 pages)View decision -
Decision Reference DRN-4360752
26 Oct 2023 Great Lakes Insurance SE Not upheldInsuranceDRN-4360752 The complaint The estate of Ms S has complained about Great Lakes Insurance SE’s handling of the late Ms S’s travel insurance claim. Any reference to Great Lakes includes the actions of its agents. What happened Ms S held a travel insurance policy with Great Lakes. Whilst abroa... (4 pages)View decision -
Decision Reference DRN-4078553
26 Oct 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4078553 The complaint Y, a limited company, represented by its director, Mr I, complains that Metro Bank PLC won’t refund money it lost to a scam. What happened Mr I found an advert for a digger on a popular online marketplace. Coincidentally the digger in the photos was exactly the s... (3 pages)View decision
