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 354447 results
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Decision Reference DRN-5175404
17 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5175404 The complaint Mr E complains that Lloyds Bank PLC blocked his transaction and then didn’t provide the service it should have when he questioned this. What happened On 3 July 2024, Mr E attempted an online purchase using his Lloyds Bank debit card but at the payment point he ... (3 pages)View decision -
Decision Reference DRN-4695438
17 Dec 2024 ClearBank Limited UpheldBanking and PaymentsDRN-4695438 The complaint Mr A, who is the representative of an LTD company that I will call ‘A’, is unhappy ClearBank Limited (“ClearBank”) won’t reimburse A for the money it lost when Mr A fell victim to a safe account scam. Even though the eligible complainant in this instance is the... (4 pages)View decision -
Decision Reference DRN-5217339
17 Dec 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5217339 The complaint Mr S complains about Admiral Insurance (Gibraltar) Limited (Admiral) cancelling his motor insurance policy. Any reference to Admiral in this decision includes their agents. What happened Mr S took out a motor insurance policy online with Admiral in November 2... (5 pages)View decision -
Decision Reference DRN-4801238
17 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4801238 The complaint Mr F complains that National Westminster Bank Plc (‘NatWest’) hasn’t refunded payments made from his account to an investment scam. What happened This case involves five payments made in October 2023. Initially Mr F said he didn’t make any of these. Then when N... (3 pages)View decision -
Decision Reference DRN-5187914
17 Dec 2024 Guavapay Limited UpheldBanking and PaymentsDRN-5187914 The complaint Mr B is unhappy Guavapay Limited didn’t credit his account with the bonus he should have received when signing up to their money transfer app or with the service they provided. What happened In May 2024 Mr B signed up for Guavapay’s money transfer app through ... (2 pages)View decision -
Decision Reference DRN-5112961
17 Dec 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5112961 The complaint Miss J complains NewDay Ltd trading as Aqua irresponsibly lent to her. Miss J is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss J her... (2 pages)View decision -
Decision Reference DRN-4892329
17 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4892329 The complaint Mr M is unhappy that Barclays Bank UK PLC won’t reimburse money he lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mr M has explained that between April and August 20... (4 pages)View decision -
Decision Reference DRN-5199306
17 Dec 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5199306 The complaint M, a limited company, is unhappy with AXA Insurance UK Plc’s (AXA) handling of a claim made under their haulage vehicle policy. Any references to AXA include their agents. As Ms S has been the primary contact for M, I’ll also refer to her directly. What happe... (2 pages)View decision -
Decision Reference DRN-5205059
17 Dec 2024 St James's Place UK plc UpheldInvestmentsDRN-5205059 The complaint Mrs M and the estate of the late Mr M complain that St James’s Place UK plc (“SJP”) failed to transfer bonds into a discretionary will trust. The complaint is brought by Mrs M in both her personal capacity and as executor of her late husband’s estate. Mrs M s... (5 pages)View decision -
Decision Reference DRN-5217454
17 Dec 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5217454 The complaint Mr C complains Lloyds Bank General Insurance Limited hasn’t settled an accidental damage claim against his contents insurance policy fairly. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I wil... (2 pages)View decision
