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-4313128
29 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4313128 The complaint Mr M complains on behalf of V, a limited company he’s a director of, that Monzo Bank Ltd closed V’s account without notice. He’d like an explanation and compensation. What happened V had an account with Monzo. On 20 November 2022 V’s account was restricted and on ... (2 pages)View decision -
Decision Reference DRN-4631182
29 Feb 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4631182 The complaint Mr N complains about the service he received from Bank of Scotland plc trading as Halifax when his payment was declined. What happened On 2 May 2023 Mr N contacted Halifax to increase his credit card limit to £25,000. The credit limit increase was approved. During... (2 pages)View decision -
Decision Reference DRN-4607498
29 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4607498 The complaint Mr C and Mrs C are unhappy that HSBC UK Bank Plc processed an overseas transfer out of accordance with their instructions. What happened Mr C and Mrs C visited a HSBC branch to transfer £300,000 from their HSBC account to a GBP account they held overseas. Mr C and... (2 pages)View decision -
Decision Reference DRN-4584140
29 Feb 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4584140 The complaint Mr G complains Clydesdale Bank Plc trading as Virgin Money lent to him irresponsibly. What happened Mr G successfully applied for a credit card with Clydesdale in July 2018. When his application was approved, he was given a £9,000 credit limit. Mr G’s complained C... (3 pages)View decision -
Decision Reference DRN-4288174
29 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4288174 The complaint Mr H complains that Monzo Bank Ltd closed his account without notice and lent irresponsibly to him. What happened In June 2021 Monzo approved Mr H’s overdraft application of £750, with two increases in August and September 2021. Monzo also approved a loan in March... (3 pages)View decision -
Decision Reference DRN-4603702
29 Feb 2024 U K Insurance Limited Not upheldInsuranceDRN-4603702 The complaint Ms P and Mrs H are unhappy that U K Insurance Limited (“UKI”) has declined a claim they made under their buildings insurance policy. UKI appointed agents when dealing with Ms P and Mrs H’s claim. UKI accepts responsibility for these agents. So, any references to U... (4 pages)View decision -
Decision Reference DRN-4648895
29 Feb 2024 Yorkshire Building Society Not upheldBanking and PaymentsDRN-4648895 The complaint Mr R complains about Yorkshire Building Society giving mis advice and unfairly charging him a penalty for closing his fixed rate E-ISA. What happened Mr R opened a Yorkshire Building Society (YBS) fixed rate E-ISA on 24 July 2023. This product had a rate of 5.1% (... (2 pages)View decision -
Decision Reference DRN-4563066
29 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4563066 The complaint Miss S complains about National Westminster Bank Plc (NatWest). She says that NatWest allowed a bank account to be opened by a fraudster who scammed her out of money. She also says that it didn’t do enough to monitor the account to identify that it was being run b... (3 pages)View decision -
Decision Reference DRN-4588027
29 Feb 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4588027 The complaint Mr G complains that Aviva Insurance Limited have unfairly declined part of his claim for storm damage to his property. What happened Mr G had a buildings and contents insurance policy with Aviva. In February 2023 Mr G made a claim for storm damage to his summer h... (3 pages)View decision -
Decision Reference DRN-4414299
29 Feb 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4414299 The complaint Mrs B, as the executor of the estate of Mr B, has complained about the way Aviva Life & Pensions UK Limited (Aviva) has handled Mr B’s annuity. What happened Mr B set up this pension plan in 1998. At the time the plan documentation stated that the annuity woul... (4 pages)View decision
