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 361839 results
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Decision Reference DRN-4710569
29 Nov 2024 Zempler Bank Limited Not upheldBanking and PaymentsDRN-4710569 The complaint J complains Zempler Bank Limited trading as Cashplus Bank, “Cashplus”, refuses to refund it for a transaction on it’s account it says was not authorised. J’s account is managed by its director, and for ease, throughout my decision I will refer to them as K. Wha... (2 pages)View decision -
Decision Reference DRN-5093211
29 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5093211 The complaint Mr and Mrs M have complained Bank of Scotland plc didn’t refund them when they were the victims of a scam. What happened Mr and Mrs M arranged for a decorating company (who I’ll call S) to carry out works to their hallway in July 2023. They were to pay half of ... (2 pages)View decision -
Decision Reference DRN-5179418
29 Nov 2024 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5179418 The complaint Miss H complains that Zemplar Bank Limited trading as Cashplus Bank didn’t process her dispute forms appropriately resulting in it being too late to issue a chargeback for a transaction she was disputing. What happened Miss H made a transaction using her Cashpl... (2 pages)View decision -
Decision Reference DRN-4979244
29 Nov 2024 The Salvation Army General Insurance Corporation Ltd UpheldInsuranceDRN-4979244 The complaint Mr and Mrs G say The Salvation Army General Insurance Corporation Ltd (SAGIC) unfairly declined a theft claim under a property owners insurance policy due to a breach of an unoccupied policy condition. What happened The details of this complaint are known to al... (3 pages)View decision -
Decision Reference DRN-4991287
29 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4991287 The complaint Mr R has complained that Lloyds Bank PLC (“Lloyds”) mis-sold him a fee-paying Platinum packaged account in July 2015. Mr R has given a number of reasons why he says the account was mis-sold, including that he agreed to the account for the travel insurance, but ... (4 pages)View decision -
Decision Reference DRN-4897771
29 Nov 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4897771 The complaint Mr S has complained Bank of Scotland plc, trading as Halifax, did nothing to stop payments he made which turned out to be part of an employment scam. What happened In 2023 Mr S, after becoming unemployed, became aware of potential job opportunities through soci... (3 pages)View decision -
Decision Reference DRN-5179205
29 Nov 2024 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5179205 The complaint Mr G complains that London & Colonial Services Limited (‘L&C’) didn’t undertake sufficient due diligence on the Carbon Credits investment he made through his L&C Self-Invested Personal Pension (‘SIPP’) and should not have permitted the investment to... (32 pages)View decision -
Decision Reference DRN-4691845
29 Nov 2024 Spreadex Limited UpheldInvestmentsDRN-4691845 The complaint Mr R complains that Spreadex Limited allowed him to spread-bet when it knew or should’ve known he had a gambling addiction. This caused him to suffer significant financial losses. What happened In April 2021 Mr R opened a fixed odds betting account and a spread-... (23 pages)View decision -
Decision Reference DRN-5179552
29 Nov 2024 Protector Insurance UK UpheldInsuranceDRN-5179552 The complaint Mr C complains about Protector Insurance UK’s handling of his buildings insurance claim. He feels Protector have unfairly declined the claim. All references to Protector also include its appointed agents. What happened The details of this complaint are well kno... (5 pages)View decision -
Decision Reference DRN-5082270
29 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5082270 The complaint Mr B has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name, as well as closing his account. What happened In March 2024 Mr B was told by Monzo that they were closing his account. They also lodged a fraud-... (2 pages)View decision
