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 368546 results
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Decision Reference DRN-4609438
20 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4609438 The complaint Mr S has complained that Lloyds Bank PLC didn’t do enough to prevent debit card payments leaving his account after he became the victim of a scam. Mr S has been helped in bringing his complaint by a representative. For ease of reading, I will refer to the actio... (4 pages)View decision -
Decision Reference DRN-5219858
20 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5219858 The complaint Mr J complains Barclays Bank UK PLC blocked his debit card. What happened Mr J opened an account with Barclays and around six months later he tried to use his card in a shop. The card was declined, Mr J had no other way to pay, and was embarrassed by this. M... (3 pages)View decision -
Decision Reference DRN-5307628
20 Feb 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5307628 The complaint Mr S complains The Royal Bank of Scotland Plc (RBS) closed his business account and unfairly called in its overdraft. He also says they failed to refund a payment that left the account in October 2015, charged account fees unfairly, and provided him with poor s... (8 pages)View decision -
Decision Reference DRN-5332663
20 Feb 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5332663 The complaint Mrs B complains that MotoNovo Finance Limited (MFL) lent to her irresponsibly. What happened Mrs B applied for, and received, finance from MFL to acquire a used car as follows: Date Cash price of car APR Total cost of Credit Term Monthly repayment February 2020... (3 pages)View decision -
Decision Reference DRN-5046076
20 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5046076 The complaint Mr L complains that Monzo Bank Ltd failed to obtain a refund under the chargeback regime for a service which was not provided in full. What happened On 8 August 2022 Mr L signed up with a supplier of online learning courses. He believed it would give him lifeti... (2 pages)View decision -
Decision Reference DRN-5225430
20 Feb 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5225430 The complaint Mr M complained that Legal and General Assurance Society Limited (L&G) declined a claim and then cancelled his life and critical illness policy. Mr M was also unhappy with how long it took L&G to come to a claim outcome. Throughout the complaint process... (3 pages)View decision -
Decision Reference DRN-5327766
20 Feb 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5327766 The complaint Mr K complains about the quality of a car supplied to him by Toyota Financial Services (UK) PLC trading as Redline Finance (“Redline Finance”) under a hire purchase agreement (“agreement”) and that both the car and the agreement were misrepresented to him by t... (6 pages)View decision -
Decision Reference DRN-4897144
20 Feb 2025 Brewin Dolphin Limited Not upheldInvestmentsDRN-4897144 The complaint Mr and Mrs M have complained about the advice and services they received from Brewin Dolphin Limited (‘Brewin’) and the fees paid. They say they were charged for unnecessary services that were not in their best interests and they haven’t been provided with the ... (5 pages)View decision -
Decision Reference DRN-5343847
20 Feb 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5343847 The complaint Mr W complains that Starling Bank Limited (‘Starling’) hasn’t refunded the money he lost after he fell victim to an authorised push payment (‘APP’) scam. What happened On 1 November 2023, Mr W received a call on his mobile from a third party (‘the scammer’). Th... (7 pages)View decision -
Decision Reference DRN-5148158
20 Feb 2025 Phoenix Life Limited Not upheldInsuranceDRN-5148158 The complaint The trustees of the R Trust, Mr C and Mr R, have complained that Phoenix Life Limited (‘Phoenix’), after issuing a refund of premiums, didn’t provide the necessary information for details of the refund to be checked. To put the matter right, the trustees want ... (5 pages)View decision
