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 342371 results
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Decision Reference DRN-4880493
4 Jul 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4880493 The complaint Ms P complains that Lloyds Bank PLC raised a refund for her under the Direct Debit Guarantee (DDG) scheme before she asked them to, and they wouldn’t raise a refund for her under the DDG scheme when she later asked them to. What happened Ms P says that on 22 April... (3 pages)View decision -
Decision Reference DRN-4890040
4 Jul 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4890040 The complaint Mr B complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to bo... (6 pages)View decision -
Decision Reference DRN-4676506
4 Jul 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4676506 The complaint Mr V and Ms P complain that Barclays Bank UK PLC (Barclays) caused unnecessary delays to their mortgage application. As a result of the delays, Mr V and Ms P said they only received their mortgage offer one month before it expired. They couldn’t complete in that t... (4 pages)View decision -
Decision Reference DRN-4811762
4 Jul 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4811762 The complaint Company H complains that Santander UK Plc demanded it provide a significant amount of information relating to the business activities and threatened to close the account if the information wasn’t provided. What happened In 2023, Santander asked Company H to provid... (3 pages)View decision -
Decision Reference DRN-4890035
4 Jul 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4890035 The complaint Mr S is unhappy with Bank of Scotland plc trading as Halifax. He attempted to pay in a cheque using the cash machine, but it wouldn’t accept it. So, he attempted to pay the cheque into his account inside the branch. But the counter staff again declined the cheque.... (2 pages)View decision -
Decision Reference DRN-4865567
4 Jul 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-4865567 The complaint Mr B has complained about a transfer of their personal pension, with The Royal London Mutual Insurance Society Limited (Royal London) to a small self-administered scheme (SSAS) in June 2014. Mr B’s SSAS was subsequently used to invest in an overseas property inves... (11 pages)View decision -
Decision Reference DRN-4722227
4 Jul 2024 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4722227 The complaint Mr C complains about delays he says The Prudential Assurance Company Limited (Prudential) has caused in him accessing his Personal Pension Plan (PPP) benefits. What happened I issued a provisional decision on 17 May 2024. I’ve recapped the background below: “Follo... (15 pages)View decision -
Decision Reference DRN-4887726
4 Jul 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4887726 The complaint D complains about mistakes made by Barclays Bank UK PLC when arranging a payment holiday for its Bounce Back Loan that led to its business current account being restricted and the overdraft facility being removed. What happened The background to this complaint and... (4 pages)View decision -
Decision Reference DRN-4889872
4 Jul 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4889872 The complaint Miss R complains that Royal & Sun Alliance Insurance Limited (RSA) partially declined a claim she made under her landlord’s building insurance policy. What happened Miss R has a landlord’s building insurance policy underwritten by RSA. The tenants renting Miss... (6 pages)View decision -
Decision Reference DRN-4832204
4 Jul 2024 Bank of Scotland Plc UpheldMortgagesDRN-4832204 The complaint Ms M complains about how long it has taken Bank of Scotland plc trading as Halifax to repossess a property which is mortgaged with it. What happened Ms M told us she and her former partner had a joint mortgage with Halifax. In 2020 she separated from that partner.... (5 pages)View decision