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 360982 results
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Decision Reference DRN-5211482
6 Jan 2025 Aviva Insurance Limited UpheldInsuranceDRN-5211482 The complaint Mrs H and Mr I complained that their home insurance premium with Aviva Insurance Limited (“Aviva”) increased unreasonably following a claim. What happened Following a claim for accidental damage in relation to their hob, Mrs H and Mr I were informed at renewal ... (2 pages)View decision -
Decision Reference DRN-4786772
6 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4786772 The complaint Mrs S has complained that Wise Payments Limited won’t refund the money she lost after falling victim to a scam. What happened In late 2023, Mrs S fell victim to a cruel job scam. Scammers offered her a fake remote job. She was instructed to pay money to her fic... (2 pages)View decision -
Decision Reference DRN-5034456
6 Jan 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5034456 The complaint Mr H complains that Starling Bank Limited blocked and later closed his account, and returned his funds to source. He’d like the funds returned and compensation for the impact. What happened Mr H had an account with Starling. On 23 March 2024 Mr H received three... (3 pages)View decision -
Decision Reference DRN-5181818
6 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5181818 The complaint Mr C complains that Lloyds Bank Plc repeatedly blocked his credit cards whilst abroad. What happened Mr C says that, whilst on holiday, both of his Lloyds credit cards were blocked several times. He says this caused him significant inconvenience and financial ... (2 pages)View decision -
Decision Reference DRN-5143939
6 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5143939 The complaint Mr K complains that Lloyds Bank PLC charged him a cash advance fee when he used his credit card to pay a court fee. What happened Mr K used his Lloyds credit card to pay a court fee of £85.00. He later discovered that he’d been charged a cash advance fee of £4.... (2 pages)View decision -
Decision Reference DRN-5041408
6 Jan 2025 esure Insurance Limited Not upheldInsuranceDRN-5041408 The complaint Mr B complains that esure Insurance Limited trading as Sheilas’ Wheels (“esure”) refused to pay his claim and voided his car insurance policy. Mr B is represented in his complaint, but for ease I’ll refer to him throughout. What happened Mr B bought a car insur... (3 pages)View decision -
Decision Reference DRN-5217444
6 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5217444 The complaint Mr L is unhappy about the way that Santander UK Plc dealt with interest on his savings account. What happened In September 2023 Mr L opened a savings account with Santander. Interest was payable annually on the anniversary of the opening of the account. On 4 A... (2 pages)View decision -
Decision Reference DRN-5243162
6 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5243162 The complaint Mrs O complains as an executor of the estate of Mr O, that Barclays Bank UK PLC made an ISA dormant and then delayed in transferring the funds to a new ISA. What happened In February 2023 Mrs O visited a branch of Barclays in order to register a power of attorn... (3 pages)View decision -
Decision Reference DRN-5226233
6 Jan 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5226233 The complaint Miss H complains that Nationwide Building Society (“Nationwide”) won’t refund money she lost when she fell victim to a scam. Miss H is being represented by a claims management company in this complaint. What happened Having previously invested in a company – ... (7 pages)View decision -
Decision Reference DRN-5158707
6 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5158707 The complaint Mr F complains about the delays Aviva Insurance Limited made in repairing his car following a claim made on his motor insurance policy. What happened Mr F’s car was damaged, and Aviva took it for repairs. But Mr F was unhappy that it took three months for thes... (2 pages)View decision
