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-4899894
26 Sep 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4899894 The complaint Mrs W complains that National Westminster Bank Plc (NatWest) is refusing to refund her the amount she lost as the result of a scam. Mrs W is being represented by a third party. To keep things simple, I will refer to Mrs W throughout my decision. What happened T... (4 pages)View decision -
Decision Reference DRN-5029919
26 Sep 2024 Nationwide Building Society Not upheldMortgagesDRN-5029919 The complaint Miss B and Mr L complain that Nationwide Building Society unfairly declined to sign a section 106 agreement. This stopped them proceeding with plans to develop their property. They ask that Nationwide signs the section 106 agreement, retracts negative reports t... (2 pages)View decision -
Decision Reference DRN-4996635
26 Sep 2024 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-4996635 The complaint Mr and Mrs M complain that The Royal London Mutual Insurance Society Limited wouldn’t pay out when Mrs M tried to claim on their life and critical illness insurance policy. What happened The history of this complaint is well known to both parties, so I won’t r... (2 pages)View decision -
Decision Reference DRN-4951336
26 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4951336 The complaint Mr F complains that Barclays Bank UK PLC didn’t apply payments to his loan to reduce the balance and amount of interest due. What happened Mr F had a property investment loan from Barclays. He says he told Barclays he was going to make lump sum repayments. He s... (3 pages)View decision -
Decision Reference DRN-5041333
26 Sep 2024 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5041333 The complaint Mr C complained because Zempler Bank Limited didn’t provide a response when he reported that there were multiple transactions on his account which he hadn’t authorised. At the time of the earlier events in Mr C’s complaint, his account was with Advanced Paymen... (6 pages)View decision -
Decision Reference DRN-4965854
26 Sep 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4965854 The complaint Mr and Mrs L say The Royal Bank of Scotland Plc (RBS) sent an inaccurate, unnecessary text about their account, and subsequent random ones. What happened Mr L received two arranged overdrafts alerts by text in April 2024. He says as he as an auto- transfer agre... (2 pages)View decision -
Decision Reference DRN-4977299
26 Sep 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4977299 The complaint D, a limited company, complains that Starling Bank Limited made errors in dealing with its chargeback requests leading to financial loss. What happened D made two card refund requests to Starling Bank. D had purchased tiles for £1,165.12 from one merchant and s... (4 pages)View decision -
Decision Reference DRN-4879003
26 Sep 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4879003 The complaint A business partnership, which I’ll refer to as ‘F’, is unhappy that Lloyds Bank PLC won’t write off its loan. F’s complaint is brought to this service by one its partners, whom I’ll refer to as ‘Mr M’. What happened F had three loans with Lloyds. In April 2020,... (3 pages)View decision -
Decision Reference DRN-5004207
26 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5004207 The complaint Mrs V complains that Barclays Bank UK PLC trading as Barclaycard told her she would get her money back on payments she had made for a holiday, but this didn’t happen. Mrs V wants to be refunded her payments. What happened Mrs V booked a holiday paying separatel... (3 pages)View decision -
Decision Reference DRN-4906631
26 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4906631 The complaint Mr D complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr D is being represented by a third party. To keep things simple, I will refer to Mr D throughout my decision. What happened The background of this ... (3 pages)View decision
