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 360264 results
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Decision Reference DRN-4322719
19 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4322719 The complaint Mr S complains that Monzo Bank Ltd won’t refund a payment made from his account which he says he didn’t make. What happened In July 2022, Mr S saw an advert online for a cryptocurrency investment company. He says the advert showed the company was endorsed by a num... (6 pages)View decision -
Decision Reference DRN-4625831
19 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4625831 The complaint Mrs M complains about the service she received from Bank of Scotland plc trading as Halifax (“Halifax”). In particular, she is unhappy that it incorrectly applied a deceased marker to her profile resulting in transactions being declined and direct debits being can... (3 pages)View decision -
Decision Reference DRN-4629903
19 Apr 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4629903 The complaint Mr J complains that National Westminster Bank Plc blocked a payment he was trying to make to his solicitor. What happened Mr J says that on 11 January 2024, while utilising NatWest’s telephone banking service, a call handler blocked a payment he tried to make with... (2 pages)View decision -
Decision Reference DRN-4581321
19 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4581321 The complaint Mr V complains about the service he received from Santander UK Plc (“Santander”) when it applied a block to his account following an attempt by him to make an international transfer. Mr V believes that the time the block has been applied to his account and for the... (3 pages)View decision -
Decision Reference DRN-4615385
19 Apr 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4615385 The complaint Mr M complains that Capital One (Europe) plc irresponsibly lent to him. What happened Mr M says that Capital One irresponsibly lent to him as they did not do much/any due diligence to check if the credit was affordable for him. He says his recent history on his cr... (3 pages)View decision -
Decision Reference DRN-4731663
19 Apr 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4731663 The complaint Mr P says that Capital One (Europe) plc (“Capital One”) were irresponsible to extend credit to him. What happened Capital One approved a credit card application for Mr P in February 2019, the credit limit was initially set at £200 and was never increased. Mr P say... (2 pages)View decision -
Decision Reference DRN-4630528
19 Apr 2024 Tuto Money Limited UpheldPensions and AnnuitiesDRN-4630528 The complaint Mr R complains about the advice given by Tuto Money Limited (‘Tuto’) regarding the transfer of benefits from a defined-benefit (‘DB’) occupational pension scheme, the British Steel Pension Scheme (‘BSPS’), to a personal pension. He says the advice was unsuitable f... (7 pages)View decision -
Decision Reference DRN-4748690
19 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4748690 The complaint Mr T complains Barclays Bank UK Plc won’t refund a number of transactions made from his current account which he says he didn’t authorise. What happened Mr T was on holiday abroad in August 2022 when he says his phone and wallet were stolen during a night out. Mr ... (5 pages)View decision -
Decision Reference DRN-4751186
19 Apr 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4751186 The complaint Ms H complains that TSB Bank plc have provided her with poor customer service after she switched her current account to a third party company. What happened Ms H says that she phoned TSB regarding switching her account. She says that she asked if her account could... (5 pages)View decision -
Decision Reference DRN-4666958
19 Apr 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4666958 The complaint Mr S complains about how his insurer, Ageas Insurance Limited (Ageas), handled his vehicle rescue policy. References to Ageas in this decision include their agents. What happened In September 2023 Mr S took out a vehicle rescue policy with Ageas for one year, at a... (3 pages)View decision
