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 370903 results
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Decision Reference DRN-4641309
22 May 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4641309 The complaint Mr K and Mrs M complain that Nationwide Building Society did not refund the £10,000 they lost to a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them again in detail. In summary, Mr K and Mrs M were approached ... (3 pages)View decision -
Decision Reference DRN-4796837
22 May 2024 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4796837 Complaint Mr B is unhappy that J.P. Morgan Europe Limited trading as Chase (“Chase”) didn’t refund him after he told it he’d fallen victim to a scam. Background In March 2024, Mr B sent payments of £70 and £30 using his Chase account to two people he’d contacted on a social med... (2 pages)View decision -
Decision Reference DRN-4787725
22 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4787725 The complaint A limited company, which I’ll refer to as S, complains that Barclays Bank UK PLC has failed to reduce its monthly bounce back loan (“BBL”) repayments in line with the Pay As You Grow (PAYG) options it selected. S also complains that Barclays told S it could return... (3 pages)View decision -
Decision Reference DRN-4652094
22 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4652094 The complaint I, a limited company, has complained National Westminster Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, as well as closing their account. What happened Mr I has been the sole director of I since September 2022 and represents them in... (3 pages)View decision -
Decision Reference DRN-4748241
22 May 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4748241 The complaint Mr M has complained about the service he received from TSB Bank plc after he switched his current account to it. What happened Mr M switched his current account to TSB in February 2023. He was incentivised to do so by a cash back offer which was subject to various... (3 pages)View decision -
Decision Reference DRN-4812288
22 May 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-4812288 The complaint Ms H complains that National Westminster Bank Plc (‘NatWest’) irresponsibly gave her two loans that she couldn’t afford to repay. What happened In March 2022, Ms H applied for a loan with NatWest. She was given a loan of £7,450 repayable over 39 months with a mont... (3 pages)View decision -
Decision Reference DRN-4785803
22 May 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4785803 The complaint Mr D complains about Lloyds Bank PLC (Lloyds) after they rejected a cheque that he attempted to pay in due to an issue with the account into which he tried to pay the cheque. Mr D says this caused him inconvenience and distress. What happened In January 2024, Mr D... (3 pages)View decision -
Decision Reference DRN-4786293
22 May 2024 EUI Limited Not upheldInsuranceDRN-4786293 The complaint Mr and Mrs S complain that EUI Limited mis-sold them a travel insurance policy. What happened In October 2022, Mr and Mrs S took out an annual multi-trip travel insurance policy online through a price comparison website. The policy was arranged by EUI and underwri... (4 pages)View decision -
Decision Reference DRN-4479062
22 May 2024 Openwork Limited Not upheldPensions and AnnuitiesDRN-4479062 The complaint Mrs C complains that Openwork Limited, trading as The Openwork Partnership (Openwork) gave her unsuitable advice to take some of her pension benefits as an Uncrystallised Funds Pension Lump Sum (UFPLS). And that this has led to her being restricted to the Money Pu... (5 pages)View decision -
Decision Reference DRN-4567206
22 May 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4567206 Complaint Mr I is unhappy that Santander UK Plc didn’t reimburse him after he told it he’d fallen victim to a scam. Background In late 2021, Mr I entered into an agreement with a limited company, which I’ll refer to as P. Mr I was told that P specialised in the leasing of cars.... (3 pages)View decision
