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 367300 results
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Decision Reference DRN-5190270
30 Jan 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5190270 The complaint Mr M complains about Admiral Insurance (Gibraltar) Limited’s (“Admiral”) decision to treat his car as a total loss, and its subsequent valuation, following damage sustained in an accident, under his motor insurance policy. What happened In January 2024 Mr M’s c... (4 pages)View decision -
Decision Reference DRN-5212106
30 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5212106 The complaint Miss R complains that her Monzo Bank Ltd debit card didn’t work during August 2024 and September 2024. She says she had to transfer funds to her her savings account as a result. What happened Miss R says she had been experiencing issues with her debit card from... (3 pages)View decision -
Decision Reference DRN-5263671
30 Jan 2025 Financial Administration Services Limited Not upheldInvestmentsDRN-5263671 The complaint Mr G complains Financial Administration Services Limited (Fidelity) has unfairly continued to charge fees on his ISA after he instigated a transfer to a new provider. What happened Mr G held an ISA with Fidelity for a number of years. In 2023, he decided to tr... (3 pages)View decision -
Decision Reference DRN-4292228
30 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4292228 The complaint Mr K complains Bank of Scotland plc trading as Halifax has refused to refund disputed transactions made from his accounts. What happened Mr K has a representative, but I will refer to Mr K throughout my decision for the sake of clarity. Mr K was remanded into... (5 pages)View decision -
Decision Reference DRN-5248263
30 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5248263 The complaint Mr H complains that Barclays Bank UK PLC trading as Barclaycard offered him a credit limit increase but failed to implement it. What happened Mr H holds a credit card account with Barclays. In July 2024 Mr H received a letter from Barclays which stated that his... (3 pages)View decision -
Decision Reference DRN-5041813
30 Jan 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5041813 The complaint Miss D has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with a fixed sum loan from it. What happened In March 2023 Miss D bought a course of dental aligner treat... (5 pages)View decision -
Decision Reference DRN-5296114
30 Jan 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5296114 The complaint Mr W complains about Royal & Sun Alliance Insurance Limited’s (RSA) handling and decline of a claim made under his home insurance policy. Where I’ve referred to RSA, this also includes any actions or communication by agents acting on their behalf. What ha... (6 pages)View decision -
Decision Reference DRN-4641199
30 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4641199 The complaint Mr S has complained that Wise Payments Limited (“Wise”) failed to protect him from falling victim to an employment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summari... (5 pages)View decision -
Decision Reference DRN-5295448
30 Jan 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5295448 The complaint Ms D complains that Lloyds Bank PLC was irresponsible in its lending to her. She wants all interest and charges paid on her loan refunded. What happened Ms D was provided with a £8,000 loan by Lloyds Bank in August 2018. Under the loan agreement she was require... (4 pages)View decision -
Decision Reference DRN-5017778
30 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5017778 The complaint Mr H says Monzo Bank Ltd, “Monzo”, didn’t protect his account and failed to stop transactions which it should’ve blocked. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail. In summary, Mr H is complaining abou... (3 pages)View decision
