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 359539 results
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Decision Reference DRN-4723050
30 Jun 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4723050 The complaint Mr B complains that Starling Bank Limited (“Starling”) unfairly lodged a fraud marker against him. What happened Mr B opened an account with Starling in December 2022. Later that month, the account received it’s only incoming payment which was later found to be th... (4 pages)View decision -
Decision Reference DRN-4876151
30 Jun 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4876151 The complaint Mr B complains about the way in which Nationwide Building Society dealt with his claim under Section 75 of the Consumer Credit Act 1974. What happened On 29 October 2022 Mr B purchased a second hand car from a merchant and paid using his Nationwide credit card. Th... (3 pages)View decision -
Decision Reference DRN-4757386
30 Jun 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4757386 The complaint Miss J complains that TSB Bank plc (“TSB”) unfairly registered her details with a fraud prevention service (CIFAS). What happened Miss J fell victim to an investment scam and quickly ran out of funds. She was told that she’d obtain her investment if she could pay ... (3 pages)View decision -
Decision Reference DRN-4717529
30 Jun 2024 HSBC UK Bank Plc UpheldPensions and AnnuitiesDRN-4717529 The complaint Mr C’s complaint against HSBC UK Bank Plc (‘HSBC’) has been previously addressed by our service – first in 2019 and then in 2020. No decision was ever issued, but adjudication/investigation views were issued in both years, which upheld the complaint and which were... (7 pages)View decision -
Decision Reference DRN-4646468
30 Jun 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4646468 The complaint Mrs S complains that TSB Bank plc (“TSB”) caused her financial worries when they allowed numerous fraudulent payments to be taken from her account. What happened Mrs S received a message from her bank about the limit on her account. She realised there was somethin... (2 pages)View decision -
Decision Reference DRN-4694539
29 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4694539 The complaint Mr A complains that Santander UK Plc 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 ... (8 pages)View decision -
Decision Reference DRN-4880982
29 Jun 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4880982 The complaint Mrs and Mr W are unhappy with the cash settlement Fairmead Insurance Limited (FIL) paid when they claimed under their policy for a lost ring. Mrs and Mr W jointly held contents insurance underwritten by FIL. As she made the complaint, and for ease of reading, I’ll... (5 pages)View decision -
Decision Reference DRN-4845427
29 Jun 2024 Extracover Limited Not upheldInsuranceDRN-4845427 The complaint Mr A complains that Extracover Limited increased his car insurance premiums despite him scoring highly on their app, which rewards good driving. What happened Mr A complained to Extracover when his premiums were increased. He said the mobile app he uses showed he ... (2 pages)View decision -
Decision Reference DRN-4711704
29 Jun 2024 U K Insurance Limited UpheldInsuranceDRN-4711704 The complaint Miss M complains about her experience when she bought a landlord insurance policy with UK Insurance Limited (UKI), trading as Direct Line. Miss M’s policy was sold and is administered by a Direct Line on UKI’s behalf and all of her correspondence has been with it.... (2 pages)View decision -
Decision Reference DRN-4866811
29 Jun 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4866811 The complaint Miss P complains Lloyds Bank PLC (“Lloyds”) closed her accounts without explanation and provided poor customer service. To put things right, Miss P wants Lloyds to pay her £1,000 compensation for the distress and inconvenience it’s caused her. What happened The de... (3 pages)View decision
