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 366874 results
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Decision Reference DRN-4847728
31 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4847728 The complaint Mr M has complained about National Westminster Bank Plc’s won’t refund several payments he says he made and 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. In summary, Mr M fel... (5 pages)View decision -
Decision Reference DRN-5258491
31 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5258491 The complaint Mr E complains that HSBC UK Bank Plc stopped one of his payments and caused him distress and inconvenience. What happened Mr E has an account with HSBC. Shortly after opening his account, Mr E says HSBC stopped a £3,000 payment he wanted to make to another acco... (2 pages)View decision -
Decision Reference DRN-5014956
31 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5014956 The complaint Mr F complains that National Westminster Bank Plc (“NatWest”) didn’t proceed with a chargeback claim he sought to raise against a merchant, M. What happened Mr F made two transactions - £100.05 in December 2023 and £58.53 in May 2024 - using his NatWest debit c... (2 pages)View decision -
Decision Reference DRN-5300246
31 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5300246 The complaint Ms M complains Monzo Bank Ltd (“Monzo”) closed her accounts without explanation nor notice. Ms M says Monzo’s actions caused her substantive financial difficulty, distress, and inconvenience. What happened The details of this complaint are well known by both pa... (4 pages)View decision -
Decision Reference DRN-5288594
31 Jan 2025 Lenvi Servicing Limited Not upheldMortgagesDRN-5288594 The complaint Mr F and Miss H complain about the poor service provided by Lenvi Servicing Limited trading as Lenvi (‘Lenvi’), which meant that the process of moving their Help to Buy: Equity Loan (the loan) from joint names into Mr F’s sole name took seven months. Although t... (4 pages)View decision -
Decision Reference DRN-5013127
31 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5013127 The complaint Miss H complains that HSBC UK Bank Plc didn’t proceed with the chargeback claim she sought to raise against a merchant. Miss H also complains that HSBC wouldn’t be prepared to raise any further disputes on her behalf. What happened Miss H purchased an item from... (2 pages)View decision -
Decision Reference DRN-5301159
31 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5301159 The complaint Mr D complains that Aviva Insurance Limited (‘Aviva’) voided his motorcycle insurance policies and retained his premiums. What happened Mr D took out a motorcycle insurance policy with Aviva via a broker in September 2024. During the policy validation process,... (3 pages)View decision -
Decision Reference DRN-5218123
31 Jan 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5218123 The complaint Miss J has complained that Metro Bank PLC (“Metro”) didn’t apply the correct interest rate to her savings account. What happened Miss J attempted to open a 1-year fixed term savings account with Metro on 21 November 2023. However, when she went to do so, she re... (3 pages)View decision -
Decision Reference DRN-5266241
31 Jan 2025 Evolution Insurance Company Limited Not upheldInsuranceDRN-5266241 The complaint Mrs B is unhappy with the service provided by Evolution Insurance Company Limited (“EIC”) under her home emergency policy. When I refer to what Mrs B has said or what EIC has said, it should also be taken to include things said on their behalf. What happened Th... (4 pages)View decision -
Decision Reference DRN-5274375
31 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5274375 The complaint Miss M is unhappy that Bank of Scotland plc, trading as Halifax, reduced her credit limit and didn’t inform her that they had done. What happened Miss M has a credit account with Halifax. In May 2024, Miss M called Halifax and asked about using the card oversea... (3 pages)View decision
