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 157006 results
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Decision Reference DRN-5356137
25 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5356137 The complaint Mr O complains Lloyds Bank PLC (“Lloyds”) blocked and closed his accounts. And have likely done so due to an error, and by failing to properly investigate fraud against a limited company account he was a director of. He adds that Lloyds also failed to pay his d... (3 pages)View decision -
Decision Reference DRN-5322326
25 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5322326 The complaint Mrs S complains that Barclays Bank UK PLC stopped her from transferring funds from her ISA to her current account because of a third party debt order. What happened On 13 December 2017 a company, C, obtained a County Court judgment against Mrs S for just over £... (4 pages)View decision -
Decision Reference DRN-5340296
25 Feb 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5340296 The complaint Mr A complains, through his representative, about losing out on winnings as a result of the way National Savings and Investments (‘NS&I’) handled his application to buy premium bonds and NS&I’s refusal to issue backdated reserved bonds, despite assuranc... (4 pages)View decision -
Decision Reference DRN-4882271
25 Feb 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4882271 The complaint Mr S has complained that American Express Services Europe Limited (AESEL) (Amex) won’t refund him for transactions’ he says he didn’t make or authorise totalling just over £60,000. What happened The detailed background of this complaint is well known to both p... (6 pages)View decision -
Decision Reference DRN-5355999
25 Feb 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5355999 The complaint Mr R complains American Express Services Europe Limited (AESEL) failed to take responsibility for the delayed delivery of goods he bought from an online retailer. What happened On around 16 November 2023, Mr R ordered a laptop (about £728) and a keyboard (abou... (6 pages)View decision -
Decision Reference DRN-5014854
25 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5014854 The complaint Mr F has complained that Bank of Scotland Plc (trading as “Halifax”) failed to protect him from falling victim to a cryptocurrency investment scam and hasn’t refunded the money he lost. What happened The background of this complaint is already known to both pa... (3 pages)View decision -
Decision Reference DRN-5345749
25 Feb 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5345749 The complaint Mr F complains that Barclays Bank UK PLC have charged him a high rate of interest for many years, and he was unable to move his mortgage to another lender due to the property being in negative equity. What happened Mr F took out a mortgage in 2006 with standard... (4 pages)View decision -
Decision Reference DRN-5242936
25 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5242936 The complaint Miss R, as an executor and trustee of The estate of Mr R , complains about the service provided to her by National Westminster Bank Plc (‘NatWest’) in connection with trust accounts set up under Mr R’s will. The other executor and trustee has authorised Miss R... (4 pages)View decision -
Decision Reference DRN-5221413
25 Feb 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5221413 The complaint Miss G is unhappy that a car supplied to her under a hire purchase agreement with Startline Motor Finance Limited (Startline) was of an unsatisfactory quality. What happened In May 2023 Miss G was supplied with a used car through a hire purchase agreement with ... (5 pages)View decision -
Decision Reference DRN-5295983
25 Feb 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5295983 The complaint Mr C is unhappy with J P Morgan Europe Limited trading as Chase (Chase). Mr C said Chase added an incorrect address to his account. Mr C said he couldn’t get the address removed and so he closed his account. But Mr C said Chase have applied this record to his c... (2 pages)View decision
