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 353101 results
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Decision Reference DRN-4648388
14 Mar 2024 Nationwide Building Society Not upheldInvestmentsDRN-4648388 The complaint The estate of Ms H complains about Nationwide Building Society (‘Nationwide’). It says that the funds Nationwide advised her to invest in had more risk than she wanted to take at the time and so were not suitable for her. What happened Ms H’s estate is represented... (4 pages)View decision -
Decision Reference DRN-4682912
14 Mar 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4682912 The complaint Miss M complains that National Savings and Investments (NS & I) made an error in registering her change of address and in error transferred her mothers’ bonds into her name. What happened Miss M's full name is the same as her mother's, save that she ... (2 pages)View decision -
Decision Reference DRN-4514736
14 Mar 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4514736 The complaint Mr T complains about the way American Express Services Europe Limited (AESEL) dealt with a claim he sought to bring against them under the connected lender liability provisions of Section 75 of the Consumer Credit Act 1974 (“Section 75”). What happened In January ... (4 pages)View decision -
Decision Reference DRN-4672024
14 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4672024 The complaint Mrs C complains that Monzo Bank Ltd failed to do enough to protect her when she fell victim to a cryptocurrency investment scam. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mrs C has ex... (8 pages)View decision -
Decision Reference DRN-4502844
14 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4502844 The complaint Mr A complains Barclays Bank UK PLC (“Barclays”) have made errors in handling his fraud complaint and he would like compensation for this. What happened Mr A complained to Barclays about a £15 withdrawal that was made from his account in branch, by someone imperso... (2 pages)View decision -
Decision Reference DRN-4495858
14 Mar 2024 AEGON Investment Solutions Ltd Not upheldInvestmentsDRN-4495858 The complaint Mr A has complained about the problems he experienced when trying to withdraw funds from his ISA he held with AEGON Investment Solutions Ltd (‘Aegon’) to be sent to a designated bank account. Amongst other points Mr A has also complained about Aegon’s single facto... (7 pages)View decision -
Decision Reference DRN-4475390
14 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4475390 The complaint G complain HSBC UK Bank Plc (“HSBC”) restricted their account following a review on two occasions without notice nor explanation. G add that their HSBC case manager gave them erroneous information which prevented them from providing the information it needed to sa... (5 pages)View decision -
Decision Reference DRN-4649078
14 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4649078 The complaint Mr E is unhappy that National Westminster Bank Plc (“NatWest”) haven’t paid interest on his account balance of £1. What happened Mr E has a cash ISA with NatWest that benefited from an interest rate of 1.74% per annum. Mr E made a payment from this ISA in July 202... (2 pages)View decision -
Decision Reference DRN-4676614
14 Mar 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4676614 The complaint Mr G’s complaint is about several claims he made on his Great Lakes Insurance SE (‘Great Lakes’) pet insurance policy. Mr G is unhappy with the way in which Great Lakes handled his claims and feels the compensation they’ve offered him for this isn’t enough. In thi... (3 pages)View decision -
Decision Reference DRN-4072297
14 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4072297 The complaint Mr F complains that Lloyds Bank PLC (‘Lloyds’) blocked him from making payments using his credit card and prevented him from accessing his online banking account. He says he is further unhappy with the difficulty he’s experienced with Lloyds when raising these pro... (3 pages)View decision
