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-4862476
15 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4862476 The complaint Mr M complains that Monzo Bank Ltd (Monzo) have unfairly applied a fraud prevention marker against him. He’d like it removed. Mr M is represented by his mother, Mrs M. What happened The facts of this complaint are well known to both parties, so I’ve only provid... (3 pages)View decision -
Decision Reference DRN-4967520
15 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4967520 The complaint T complain Barclays Bank UK PLC (“Barclays”) closed their business account. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for my decision. I would here tha... (2 pages)View decision -
Decision Reference DRN-5109902
15 Nov 2024 Arch Insurance (UK) Limited UpheldInsuranceDRN-5109902 The complaint A limited company, which I will refer to as C, complains about the decision of Arch Insurance (UK) Limited to decline its commercial vehicle insurance claim. What happened The following is intended only as a brief summary of events. Additionally, whilst other p... (3 pages)View decision -
Decision Reference DRN-4819158
15 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4819158 The complaint Mrs L complains that Bank of Scotland plc did not refund the £100,000 she says she lost to a scam. What happened Mrs L’s husband, the late Mr L, was looking to invest and was introduced to a company I’ll call ‘HS’ for the purpose of this decision. HS had severa... (3 pages)View decision -
Decision Reference DRN-4843467
15 Nov 2024 Curve UK Limited UpheldBanking and PaymentsDRN-4843467 The complaint Mr P complains about how Curve UK Limited conducted his chargeback dispute about a car service. What happened In April 2023 Mr P paid a garage (“the merchant”) about £548 for his car to be serviced, using his Curve credit card. he was told that his brake pads a... (3 pages)View decision -
Decision Reference DRN-5150485
15 Nov 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-5150485 The complaint Ms K complains about Marshmallow Insurance Limited (“Marshmallow”) declining a claim she made on her car insurance policy and cancelling her policy. What happened Ms K held car insurance underwritten by Marshmallow. Her policy started in June 2023. In January... (3 pages)View decision -
Decision Reference DRN-5149678
15 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5149678 The complaint Mr D complains Monzo Bank Ltd didn’t do enough to protect him when he fell victim to a safe account scam. What happened Mr D has an account with Monzo and an account with an electronic money institution who I’ll refer to as “R” throughout the rest of this decis... (3 pages)View decision -
Decision Reference DRN-5059445
15 Nov 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5059445 The complaint Mr B is unhappy that a car supplied to him under a conditional sale agreement with Moneybarn No 1 Limited (Moneybarn) was of an unsatisfactory quality. When I refer to what Mr B has said and what Moneybarn have said, it should also be taken to include things s... (4 pages)View decision -
Decision Reference DRN-5001809
15 Nov 2024 Premier Insurance Company Limited UpheldInsuranceDRN-5001809 The complaint Mr D and Mrs D are unhappy with the way Premier Insurance Company Limited (Premier) have handled the claim they made on their motor insurance policy. This complaint has been bought by both Mr D and Mrs D, however as Mrs D is the policyholder, and for ease, I ha... (3 pages)View decision -
Decision Reference DRN-5036502
15 Nov 2024 HDI Global Specialty SE UpheldInsuranceDRN-5036502 The complaint Mr M has complained that HDI Global Specialty SE (HDI) unfairly declined a claim under a home insurance policy. References to HDI include companies acting on its behalf. What happened Mr M contacted HDI to make a claim for an escape of water. HDI investigated... (3 pages)View decision
