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 352408 results
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Decision Reference DRN-4630126
8 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4630126 The complaint Mr D holds a current account with Monzo Bank Ltd, which he opened in June 2023. In July 2023, some fraudsters contacted him with a promise of employment for which he would work online at home. They told him that to get the work, he first had to pay various fees. H... (5 pages)View decision -
Decision Reference DRN-4671339
8 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4671339 The complaint Mr M complains that National Westminster Bank Plc (NatWest) won’t allocate him a Premier Banking Manager who isn’t based in Manchester. What happened The details of this complaint are well known to both parties and Mr M has provided very lengthy submissions about ... (1 page)View decision -
Decision Reference DRN-4629808
8 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4629808 The complaint Mr V complains about Lloyds Bank PLC. He says that Lloyds didn’t do enough to protect him when he became the victim of a scam and would like Lloyds to refund him the money he has lost. What happened Mr V received a message via WhatsApp from an individual offering ... (3 pages)View decision -
Decision Reference DRN-4609082
8 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4609082 The complaint Miss C complains that Santander UK Plc closed her bank account in error. What happened Miss C wanted to close two dormant accounts she held with Santander. However, it also closed the current account she had recently opened and begun the process to also close her ... (2 pages)View decision -
Decision Reference DRN-4671860
8 Mar 2024 Equifax Limited UpheldConsumer CreditDRN-4671860 The complaint Mr S complains that Equifax Limited were recording incorrect information about him on his credit file dashboard. What happened I previously issued a provisional decision on this case, and a follow up email to let the parties know what I intended to decide on this ... (4 pages)View decision -
Decision Reference DRN-4642159
8 Mar 2024 Neovision Wealth Management Limited UpheldPensions and AnnuitiesDRN-4642159 The complaint Mr F complains that Neovision Wealth Management Limited (Neovision) gave him unsuitable advice to switch his personal pensions to a Self-Invested Personal Pension (SIPP). He is also unhappy with the investments recommended within the SIPP. What happened As part of... (5 pages)View decision -
Decision Reference DRN-4583084
8 Mar 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4583084 The complaint Mr and Mrs F are unhappy that Red Sands Insurance Company (Europe) Limited (Red Sands) declined their claim for water damage. Mr and Mrs F jointly held buildings and contents insurance underwritten by Red Sands. For ease of reading, I’ll refer mainly to Mr F throu... (4 pages)View decision -
Decision Reference DRN-4652543
8 Mar 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4652543 The complaint Mr E made a claim on his Accredited Insurance (Europe) Ltd (‘AIE) legal expenses insurance policy for cover to bring a claim in relation to a problem affecting his property, which AIE declined. Mr E is unhappy with AIE’s decision and the way they handled his claim... (3 pages)View decision -
Decision Reference DRN-4590898
8 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4590898 The complaint Mr A complains that Santander UK Plc (“Santander”) won’t refund him the balance of the cost for a flight he cancelled. What happened Mr A booked overseas flights with an airline via a third-party booking agent, for which he paid £433.80 using his Santander debit c... (3 pages)View decision -
Decision Reference DRN-4467650
8 Mar 2024 Squareup Europe Ltd Not upheldBanking and PaymentsDRN-4467650 The complaint Mr W complains that Squareup Europe Ltd trading as Cash App withdrew the facility to make international payments. What happened Mr W has an account with Cash App that previously had the facility to make international payments. Cash App says it withdrew the ability... (3 pages)View decision
