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 347829 results
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Decision Reference DRN-4988994
27 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4988994 The complaint Miss E complains about Revolut Ltd. She says that Revolut didn’t do enough to protect her when she became the victim of a scam and would like it to refund her the money she has lost as a result. What happened Miss E was contacted out of the blue by an individ... (4 pages)View decision -
Decision Reference DRN-4997024
27 Sep 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4997024 The complaint Ms T complains that Bank of Scotland plc trading as Halifax blocked her account and stopped some transactions going through to her mobile phone provider. She says she received poor customer service and she’s unhappy that Halifax haven’t responded to her Data Su... (2 pages)View decision -
Decision Reference DRN-5047293
27 Sep 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5047293 The complaint Mr S complains that Nationwide Building Society (Nationwide) loaded a fraud marker against his name and closed his bank account. What happened Mr S had a current account with Nationwide. In December 2023, Mr S received some funds into his current account, which... (3 pages)View decision -
Decision Reference DRN-5049061
27 Sep 2024 Covea Insurance plc Not upheldInsuranceDRN-5049061 The complaint Mr R complains about Covea Insurance Plc’s (Covea) handling of his claim following contamination of a fuel additive system, under his motor insurance policy. What happened Mr R’s car required repair work after a fuel additive system became contaminated. He took... (3 pages)View decision -
Decision Reference DRN-4911580
27 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4911580 Complaint Mrs A is unhappy that Monzo Bank Ltd didn’t reimburse her after she told it she’d fallen victim to a scam. Background In late 2023, Mrs A was approached by someone on a messaging app offering her a job opportunity. She was told her role involved "data optimisa... (4 pages)View decision -
Decision Reference DRN-4921985
27 Sep 2024 Hiscox Insurance Company Limited Not upheldInsuranceDRN-4921985 The complaint Mr and Mrs B complain that Hiscox Insurance Company Limited turned down their home insurance claim. What happened Mr and Mrs B hold home insurance cover with Hiscox which includes personal possessions cover. They made a claim for the loss of a Rolex watch, how... (2 pages)View decision -
Decision Reference DRN-5023099
27 Sep 2024 Nationwide Building Society Not upheldMortgagesDRN-5023099 The complaint Mr C and Miss R complain that Nationwide Building Society recommended a three-year fixed interest rate when a five-year fixed rate would have been more suitable for them. What happened In 2022, Nationwide gave Mr C and Miss R mortgage advice. It recommended tha... (3 pages)View decision -
Decision Reference DRN-5049099
27 Sep 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5049099 The complaint T, a limited company complains about the way that Lloyds Bank PLC handled its application to open a business bank account. T is represented in its complaint by a director of T, Ms I. What happened On 28 February 2024, T applied to open a business bank account w... (3 pages)View decision -
Decision Reference DRN-5048909
27 Sep 2024 Retail Merchant Services Limited UpheldBanking and PaymentsDRN-5048909 The complaint Mr Y is a sole trader. He complains on behalf of his business which I’ll call ‘V’ that Retail Merchant Services Limited treated it unfairly when charging monthly compliance fees. What happened Mr Y told us: In September 2020, he received an offer from Retai... (4 pages)View decision -
Decision Reference DRN-5044075
27 Sep 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-5044075 The complaint Ms M, via a representative, complains about how Tesco Personal Finance PLC trading as Tesco Bank (Tesco) treated her when her ISA (Individual Savings Account) matured, and their actions after she made a complaint. I’ll only refer to Ms M in my decision. What h... (3 pages)View decision
