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 364862 results
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Decision Reference DRN-4881593
15 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4881593 The complaint Mr E complains that HSBC UK Bank plc won’t refund to him the money that he paid for some flights that he had to cancel. What happened Mr E made a payment of £2,422.93 in July 2023 from his bank account with HSBC for some flights. The required visas weren’t obta... (3 pages)View decision -
Decision Reference DRN-4764620
15 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4764620 The complaint Ms S complains that Barclays Bank UK PLC hasn’t refunded a card payment she made when she fell victim to a scam. What happened I understand that Ms S intended to book a flight with a company I’ll refer to as T in this decision. It appears though that Ms S wasn’... (3 pages)View decision -
Decision Reference DRN-5116620
15 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5116620 The complaint Miss A complains Monzo Bank Ltd didn’t do enough to help her when she fell victim to a scam. What happened Miss A has an account with Monzo. Miss A says she contacted Monzo on 6 February 2024 to say she’d just tried to pay for some accommodation abroad and real... (3 pages)View decision -
Decision Reference DRN-5025452
15 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5025452 The complaint Ms C is unhappy with the service she received from Barclays Bank UK PLC surrounding a recurring direct debit that was in place on her account. What happened Ms C noticed that a recurring direct debit instruction present on her account had been cancelled by Barc... (3 pages)View decision -
Decision Reference DRN-5133285
15 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5133285 The complaint Ms C is unhappy that the automated fraud prevention systems of Barclays Bank UK PLC stopped payments that she wanted to make, and with the service she received from Barclays surrounding this. What happened Ms C wanted to make some large payments from her Barcla... (3 pages)View decision -
Decision Reference DRN-5203765
15 Jan 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5203765 The complaint Mr C complains about how Ageas Insurance Limited (Ageas) dealt with a claim under his motor insurance policy for the theft of his motorcycle. References to Ageas in this decision include their agents. This decision covers Mr C’s complaint to this Service in S... (3 pages)View decision -
Decision Reference DRN-5162009
15 Jan 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5162009 The complaint Mr and Mrs F complain about the way Ageas Insurance Limited settled an escape of water claim under a buildings insurance policy. Reference to Ageas include its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat... (2 pages)View decision -
Decision Reference DRN-5218032
15 Jan 2025 One Insurance Limited Not upheldInsuranceDRN-5218032 The complaint Mr S’s representative complains on his behalf that One Insurance Limited (One Insurance) didn’t fairly consider new evidence that was provided to support a previously declined claim on his motor insurance policy. References to Mr S, or his representative, will... (2 pages)View decision -
Decision Reference DRN-5257979
15 Jan 2025 Carole Nash Insurance Consultants Ltd Not upheldInsuranceDRN-5257979 The complaint Mr C complains about how his broker, Carole Nash Insurance Consultants Ltd trading as Express Insurance Service (Express) sold a motor insurance policy for his motorcycle. References to Express in this decision include their agents. This decision covers Mr C’... (4 pages)View decision -
Decision Reference DRN-5196909
15 Jan 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5196909 The complaint Mrs M has complained about her property insurer Royal & Sun Alliance Insurance Limited because it refused to cover the cost of scaffolding and a replacement gutter at her home. What happened Mrs M had water come in through her lounge ceiling. She notified ... (2 pages)View decision
