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 357004 results
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Decision Reference DRN-4809798
22 May 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4809798 The complaint Mr B is unhappy with the way Liverpool Victoria Insurance Company Limited (LV) handled a claim on his motor insurance policy. What happened In October 2021, Mr B was involved in a motor accident where his car unfortunately collided with a motorcycle. He told LV it... (3 pages)View decision -
Decision Reference DRN-4718714
22 May 2024 EBS Pensions Limited UpheldPensions and AnnuitiesDRN-4718714 The complaint Mr M complains that EBS Pensions Limited trading as Embark Pensions (‘Embark’) made an administrative error when disinvesting his self-invested personal pension (‘SIPP’) and transferring it to another provider. Mr M says he suffered a financial loss as a result. W... (3 pages)View decision -
Decision Reference DRN-4463435
22 May 2024 Northern Bank Limited Not upheldBanking and PaymentsDRN-4463435 The complaint Mr B complains that Northern Bank Limited trading as Danske Bank (‘Danske’) unfairly closed his bank account. What happened Mr B had a current account provided by Danske. In April and May 2023 Danske corresponded with Mr B about him providing proof of property in ... (3 pages)View decision -
Decision Reference DRN-4641309
22 May 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4641309 The complaint Mr K and Mrs M complain that Nationwide Building Society did not refund the £10,000 they lost to a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them again in detail. In summary, Mr K and Mrs M were approached ... (3 pages)View decision -
Decision Reference DRN-4796837
22 May 2024 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4796837 Complaint Mr B is unhappy that J.P. Morgan Europe Limited trading as Chase (“Chase”) didn’t refund him after he told it he’d fallen victim to a scam. Background In March 2024, Mr B sent payments of £70 and £30 using his Chase account to two people he’d contacted on a social med... (2 pages)View decision -
Decision Reference DRN-4787725
22 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4787725 The complaint A limited company, which I’ll refer to as S, complains that Barclays Bank UK PLC has failed to reduce its monthly bounce back loan (“BBL”) repayments in line with the Pay As You Grow (PAYG) options it selected. S also complains that Barclays told S it could return... (3 pages)View decision -
Decision Reference DRN-4652094
22 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4652094 The complaint I, a limited company, has complained National Westminster Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, as well as closing their account. What happened Mr I has been the sole director of I since September 2022 and represents them in... (3 pages)View decision -
Decision Reference DRN-4748241
22 May 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4748241 The complaint Mr M has complained about the service he received from TSB Bank plc after he switched his current account to it. What happened Mr M switched his current account to TSB in February 2023. He was incentivised to do so by a cash back offer which was subject to various... (3 pages)View decision -
Decision Reference DRN-4812288
22 May 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-4812288 The complaint Ms H complains that National Westminster Bank Plc (‘NatWest’) irresponsibly gave her two loans that she couldn’t afford to repay. What happened In March 2022, Ms H applied for a loan with NatWest. She was given a loan of £7,450 repayable over 39 months with a mont... (3 pages)View decision -
Decision Reference DRN-4785803
22 May 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4785803 The complaint Mr D complains about Lloyds Bank PLC (Lloyds) after they rejected a cheque that he attempted to pay in due to an issue with the account into which he tried to pay the cheque. Mr D says this caused him inconvenience and distress. What happened In January 2024, Mr D... (3 pages)View decision
