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 367928 results
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Decision Reference DRN-5380201
26 Mar 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5380201 The complaint Mr R complains TSB Bank Plc won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both parties, ... (3 pages)View decision -
Decision Reference DRN-5242640
26 Mar 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5242640 The complaint Mr X complains that Clydesdale Bank Plc trading as Virgin Money (Virgin Money) has unfairly blocked his credit card account and require him to provide identification before it will unblock the account. What happened Mr X has a credit card account with Virgin M... (3 pages)View decision -
Decision Reference DRN-5374362
26 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5374362 The complaint Mr S complains that Barclays Bank UK PLC trading as Barclaycard declined a transaction. What happened Mr S holds a credit card account with Barclaycard. He’s unhappy that transactions over £1000 are frequently blocked. The most recent instance was when Mr S att... (2 pages)View decision -
Decision Reference DRN-5320048
26 Mar 2025 Morgan Lloyd SIPP Services Limited UpheldPensions and AnnuitiesDRN-5320048 The complaint Mr M complains that Morgan Lloyd SIPP Services Limited failed to carry out sufficient due diligence before accepting the introduction of his self-invested personal pension (‘SIPP’) business and his application to invest in a high-risk unregulated investment sch... (44 pages)View decision -
Decision Reference DRN-4459342
26 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4459342 The complaint Ms R complains that Lloyds Bank Plc (‘Lloyds’) won’t refund the money she says was lost as the result of a scam. What happened In early 2021, Ms R was presented with an investment opportunity by someone I’ll refer to as P. Ms R had previously made two investme... (4 pages)View decision -
Decision Reference DRN-5076038
26 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5076038 The complaint Mr M is being represented by solicitors. He’s complaining about Nationwide Building Society because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr M fell victim to an investment scam. His representative says he was introduced ... (3 pages)View decision -
Decision Reference DRN-5380229
26 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5380229 The complaint Mr R complains that Lloyds Bank PLC won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both p... (3 pages)View decision -
Decision Reference DRN-5400851
26 Mar 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5400851 The complaint Miss O is unhappy with the decision made by First Central Underwriting Limited (First Central) following a claim made by a third party under Miss O’s car insurance policy. What happened Miss O took out a car insurance policy with First Central. The policy book... (3 pages)View decision -
Decision Reference DRN-5316604
26 Mar 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5316604 The complaint Mr M complains that TSB Bank plc (TSB) unreasonably blocked his account when he tried to make a payment and kept him on the phone for over three hours without resolving the issue. What happened Mr M said that when he tried to transfer funds into his friend’s a... (3 pages)View decision -
Decision Reference DRN-5001807
26 Mar 2025 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5001807 The complaint Mrs S complains about AA Underwriting Insurance Company Limited (“AA”) and their decision to decline the claim she made on her home insurance policy. Mrs S also complains about the service AA provided during the process of them reaching this decision. What happ... (6 pages)View decision
