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-5240336
6 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5240336 The complaint Miss W complains Barclays Bank UK PLC (“Barclays”) applied a fraud marker against her, withheld her funds, and closed her accounts. Miss W adds that Barclays’ actions have caused her substantive distress, financial hardship, and inconvenience, and so it should ... (5 pages)View decision -
Decision Reference DRN-5236019
6 Jan 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5236019 The complaint Mr W complains Lloyds Bank PLC (“Lloyds”) treated him poorly and discussed his personal business affairs indiscreetly in branch without the privacy he had requested. Mr W is also unhappy Lloyds didn’t make reasonable adjustments for him due to his neurodivergen... (7 pages)View decision -
Decision Reference DRN-5240390
6 Jan 2025 PayrNet Limited UpheldBanking and PaymentsDRN-5240390 The complaint Mr K complains PayrNet Limited (“PayrNet”), trading as Sodexo, closed his account and removed the reward-based funds he’d built up. To put things right, Mr K wants the funds returned to him. What happened The details of this complaint are well known by both par... (5 pages)View decision -
Decision Reference DRN-5106889
6 Jan 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5106889 The complaint Mr M complains that Nationwide Building Society (“Nationwide”) won’t refund the money he lost when he fell victim to a scam. What happened Mr M invested in a company called Buy2let/Raedex Consortium Ltd – “R” in 2020. He made several payments totalling £65,000.... (7 pages)View decision -
Decision Reference DRN-5119472
6 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5119472 The complaint Miss Z complains that Santander UK Plc (‘Santander’) won’t refund her after she fell victim to a scam. What happened In May 2019, Miss Z says she was introduced to a person who I’ll refer to as M. M offered Miss Z an investment opportunity. Miss Z says this wa... (3 pages)View decision -
Decision Reference DRN-5189479
6 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5189479 The complaint Mr M complains about the poor service he received from staff in a branch of Lloyds Bank PLC when he went there for help with a business account. What happened In September 2024 after opening a business account online, Mr M decided to visit a branch of Lloyds to... (2 pages)View decision -
Decision Reference DRN-5047864
6 Jan 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5047864 The complaint Ms H complains that a car acquired under a hire purchase (HP) agreement with MotoNovo Finance Limited (“MotoNovo”) wasn’t of satisfactory quality when it was supplied to her. Ms H also complains that information about the car was mis-represented to her during t... (4 pages)View decision -
Decision Reference DRN-5085882
6 Jan 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5085882 The complaint Mr D complained because Kroo Bank Ltd refused to refund him for transactions he said he hadn’t authorised. What happened Mr D opened a new Kroo account on 27 April 2023. He was expecting some compensation payments, which would be paid in stages. He opened the ... (4 pages)View decision -
Decision Reference DRN-5099066
6 Jan 2025 Vitality Health Limited Not upheldInsuranceDRN-5099066 The complaint Mr L and Ms L are unhappy that Vitality Health Limited (Vitality) declined a claim on their private medical insurance policy. What happened In July 2023, Mr L and Ms L took out a private medical insurance policy, with no personal medical exclusions applied. Vit... (2 pages)View decision -
Decision Reference DRN-5184637
6 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5184637 The complaint Mr and Mrs R has complained that Santander UK Plc (“Santander”) failed to protect them from an investment scam, and hasn’t refunded the money they lost in the scam. What happened The background of this complaint is already known to both parties, so I won’t rep... (3 pages)View decision
