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 364862 results
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Decision Reference DRN-5171463
30 Dec 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-5171463 The complaint Mr B complains Metro Bank PLC closed his ISA account and he was unable to access is account information during his ISA transfer. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts aren’t in d... (2 pages)View decision -
Decision Reference DRN-5233272
30 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5233272 The complaint Mr R complains that National Westminster Bank Plc (NatWest) defaulted his current account. What happened I issued my provisional decision about this complaint on 6 December 2024. I set out the background as follows: “Mr R held a current account with NatWest tha... (5 pages)View decision -
Decision Reference DRN-5105248
30 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5105248 The complaint Mr S complains that National Westminster Bank Plc (“NatWest”) won’t refund a payment sent as part of a scam. Mr S has made his complaint through representatives, but for ease I’ve only referred to Mr S throughout the decision. What happened The background to th... (4 pages)View decision -
Decision Reference DRN-5233477
30 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5233477 The complaint Mrs H complains that Revolut Ltd won’t refund money she lost when she fell victim to an employment scam. What happened The detailed background to what happened is well known to both parties and has been previously set out by the investigator. Briefly, Mrs H f... (3 pages)View decision -
Decision Reference DRN-5172130
30 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5172130 The complaint Mr M complains Barclays Bank UK PLC blocked his account when he tried to make a payment to a known payee. He’s also unhappy with the poor service when he tried to resolve the issue. What happened On 21 June 2024, Mr M attempted to make a payment, but it was hel... (4 pages)View decision -
Decision Reference DRN-5178516
30 Dec 2024 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5178516 The complaint Miss E complains that PayPal UK Ltd failed to credit her account with refunds she received from a merchant and that as a result the balance showing on her account was incorrect. What happened Miss E complains about the amount shown as owing on her PayPal Credit... (2 pages)View decision -
Decision Reference DRN-5203541
30 Dec 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5203541 The complaint Mrs F complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) has undervalued her vehicle following an accident and that it failed to provide her with a courtesy car that she was entitled to under her policy. What happened Mrs F’s vehicle was written o... (3 pages)View decision -
Decision Reference DRN-5191811
30 Dec 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5191811 The complaint Miss W complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss W applied for an Aqua credit card in August 2021. In her application, Miss W gave an incom... (3 pages)View decision -
Decision Reference DRN-5108784
30 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5108784 The complaint Mr R complains that Monzo Bank Ltd (“Monzo”) held him liable for a failed cash withdrawal. What happened Mr R explained that whilst on holiday he used an automated teller machine (ATM) to check how much it would cost to withdraw some cash. Mr R said he didn’t r... (2 pages)View decision -
Decision Reference DRN-5092106
30 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5092106 The complaint Miss A complains that Barclays Bank UK PLC blocked and closed her accounts with it and then delayed releasing funds to her. What happened Miss A held a current account and a savings account with Barclays. She also held a joint savings account with a family memb... (2 pages)View decision
