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 367926 results
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Decision Reference DRN-5225905
20 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5225905 The complaint Mr J complains Monzo Bank Ltd (“Monzo”) wouldn’t refund, or query, a transaction debited from his account from a betting company. He also complains that Monzo closed his account. What happened In February 2023, Mr J was paid the winnings of two separate bets he... (7 pages)View decision -
Decision Reference DRN-5006853
20 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5006853 The complaint Miss C complains that Barclays Bank UK PLC (“Barclays”) didn’t do enough to protect her when she fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them in full here. Instead, I’ll summarise what... (3 pages)View decision -
Decision Reference DRN-5210536
20 Dec 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5210536 The complaint Miss L complains that Legal and General Assurance Society Limited avoided her life and critical illness insurance policy and refused to pay a claim. What happened The background to this complaint is well known to the parties, so I won’t repeat all the details ... (4 pages)View decision -
Decision Reference DRN-5162183
20 Dec 2024 Society of Lloyd's UpheldInsuranceDRN-5162183 The complaint A limited company, which I will refer to as N, complains about Society of Lloyd’s decision to avoid N’s commercial property insurance policy and so decline its claim. What happened The following is intended only as a brief summary of events. Additionally, altho... (4 pages)View decision -
Decision Reference DRN-4921181
20 Dec 2024 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-4921181 The complaint Mr J complains that The Royal Bank of Scotland Plc unfairly declined his request to extend the term on the interest only parts of his mortgage, having previously told him it would do. What happened Mr J initially took a mortgage with RBS in 2003 for £99,000, r... (3 pages)View decision -
Decision Reference DRN-5131669
20 Dec 2024 Western Provident Association Limited Not upheldInsuranceDRN-5131669 The complaint Mr D is unhappy with Western Provident Association Limited (WPA) because it declined his private medical insurance claim. Mr D also says the information provided during the sale was unclear, unfair and misleading. What happened Mr D took out a private medical i... (5 pages)View decision -
Decision Reference DRN-5111476
20 Dec 2024 eBay Commerce UK Ltd Not upheldBanking and PaymentsDRN-5111476 The complaint Ms W complains that eBay Commerce UK Ltd isn’t returning money it’s holding to her. Ms W is represented in bringing this complaint, but for ease of reading I’ll refer to all submissions as being made by her directly. For clarity, any reference to eBay Commerce ... (2 pages)View decision -
Decision Reference DRN-5172867
20 Dec 2024 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-5172867 Complaint Mr H has complained about a catalogue shopping account Frasers Group Financial Services Limited (trading as “Studio”) provided to him. He says that he shouldn’t have been given the catalogue shopping account or the credit limit increase given the amount of credit ... (4 pages)View decision -
Decision Reference DRN-5206649
20 Dec 2024 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5206649 The complaint Mrs C’s complained – in her capacity as a representative of the late Mrs K’s estate – that the Royal London Mutual Insurance Society Limited haven’t been able to satisfy her that all the policies taken out by Mrs K and her husband have been properly dealt with.... (2 pages)View decision -
Decision Reference DRN-5017583
20 Dec 2024 West Bay Insurance Plc UpheldInsuranceDRN-5017583 The complaint Mr K complains about the amount West Bay Insurance Plc (West Bay) offered in settlement of a claim under his Fleet Motor Insurance policy. Mr K is also unhappy with the amount West Bay is charging to retain the written off vehicle. What happened The detailed ba... (5 pages)View decision
