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-5199800
6 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5199800 The complaint Mrs K complained about what happened when she called Lloyds Bank PLC to ask it to make a money transfer for her. She objected strongly to being asked about internet banking on the call, and said this prolonged things unnecessarily for her. What happened Mrs K s... (3 pages)View decision -
Decision Reference DRN-4819694
6 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4819694 The complaint Mrs H complains Santander UK PLC (“Santander”) refuses to refund her for transactions on her account she says she didn’t authorise. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In summary, Mrs H say... (3 pages)View decision -
Decision Reference DRN-4741232
6 Jan 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-4741232 The complaint A company, which I’ll refer to as J, complains that Starling Bank Limited, won’t refund the money it lost after falling victim to an authorised push payment (“APP”) investment scam whereby it sent money to an account held at Starling. Mr T, who is a director of... (5 pages)View decision -
Decision Reference DRN-5199064
6 Jan 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5199064 The complaint Mrs M is unhappy with several aspects of the service that she’s received from TSB Bank plc, including that opened an account with an incorrect spelling of her surname. What happened Mrs M applied online to open a new TSB account. The application was successful,... (4 pages)View decision -
Decision Reference DRN-4776821
6 Jan 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-4776821 The complaint M, a limited company, complains that ClearBank Limited (“ClearBank”) hasn’t refunded monies it says it lost as the result of a scam. The director of M, Mr A, is bringing the complaint on its behalf via a claims management company. So, in the main, I’ll refer t... (4 pages)View decision -
Decision Reference DRN-5187015
6 Jan 2025 Santander UK Plc Not upheldMortgagesDRN-5187015 The complaint Mr and Mrs S’s complaint arises out of their mortgage account held with Santander UK Plc. The complaint is that Santander has refused to backdate an interest rate product switch to March 2024, as a result of which the mortgage reverted to Standard Variable Rate... (3 pages)View decision -
Decision Reference DRN-5190419
6 Jan 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5190419 The complaint Miss M is unhappy with the time it has taken American Express Services Europe Limited (AESEL) to provide her with a Credit Balance Refund (CBR). What happened In February 2024 Miss M bought a bed frame for £815.04 using a credit card supplied by AESEL. The fram... (2 pages)View decision -
Decision Reference DRN-5234774
6 Jan 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5234774 The complaint Mrs L and Mr L complain that National Westminster Bank Plc (NatWest) caused delays when trying to change Mrs L’s bank account to a joint account. They’ve said the delays caused them severe financial loss and a lot of distress and inconvenience. They want NatWes... (4 pages)View decision -
Decision Reference DRN-5209237
6 Jan 2025 Tesco Personal Finance Limited Not upheldConsumer CreditDRN-5209237 The complaint Ms R complains that Tesco Personal Finance Limited, trading as Tesco Bank, fell short of their Consumer Duty requirements when they declined her application for a loan. She also says they were wrong to reject her application. What happened Ms R applied for a lo... (2 pages)View decision -
Decision Reference DRN-5196139
6 Jan 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5196139 The complaint Mr T has complained that Legal and General Assurance Society Limited (‘L&G’) paused his benefits, when it reviewed his claim, as a result of an overpayment. What happened Mr T has an income protection insurance policy, underwritten by L&G. L&G revie... (2 pages)View decision
