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-5092386
27 Nov 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5092386 The complaint Mr F has complained that Wise Payments Limited (“Wise”) failed to protect him from falling victim to an investment-related cryptocurrency scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. B... (4 pages)View decision -
Decision Reference DRN-4749710
27 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4749710 The complaint Mr M complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he says was lost as the result of a scam. What happened In October 2023, Mr M received a call while he was at work. The caller said they worked for Monzo and his account had been compromised. ... (3 pages)View decision -
Decision Reference DRN-5138773
27 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5138773 The complaint Mr T complains that NewDay Ltd trading as Aqua was irresponsible in its lending to him. He wants all interest, fees and charges refunded along with interest. He also wants compensation for the distress and inconvenience he has been caused by how his complaint h... (4 pages)View decision -
Decision Reference DRN-5087933
27 Nov 2024 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5087933 The complaint Mr S complains about how AA Underwriting Insurance Company Limited (The AA) handled a claim he made on his after the event insurance policy. Reference to The AA includes its agents. What happened Mr S held a motor insurance policy underwritten by another insure... (3 pages)View decision -
Decision Reference DRN-5114784
27 Nov 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-5114784 The complaint Mr H complains that Domestic & General Insurance Plc (“D&G”) mishandled his claim on a domestic appliance insurance policy. What happened For a few years, Mr H had had a tumble dryer made by a well-known manufacturer. From October 2023, Mr H insured it... (2 pages)View decision -
Decision Reference DRN-4583012
27 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4583012 The complaint Mr N complains over £5,000 was transferred out of his Bank of Scotland plc trading as Halifax bank accounts without his authorisation. What happened Mr N explained several transactions totalling £5,745 occurred via the Halifax banking app from his two Halifax b... (3 pages)View decision -
Decision Reference DRN-5131143
27 Nov 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5131143 The complaint Mr M is unhappy that Vanquis Bank Limited (‘Vanquis’) didn’t stop him from exceeding his credit card limit and took a long time dealing with his complaint. Mr M would like Vanquis to put something in place to stop their customers exceeding their credit limit. ... (3 pages)View decision -
Decision Reference DRN-5020033
27 Nov 2024 Charterhouse Claims Limited Not upheldClaims ManagementDRN-5020033 The complaint Mrs M complains about Charterhouse Claims Limited (“CCL”) and their decision to chase her for a settlement fee after she received a balance reduction on her loan provided by lender B. Mrs M also complains about the way CCL has chased her for this fee. Mrs M has... (4 pages)View decision -
Decision Reference DRN-5122515
27 Nov 2024 Bank of Scotland Plc UpheldMortgagesDRN-5122515 The complaint Mr K complains about how Bank of Scotland plc trading as Birmingham Midshires (BM) dealt with him when he tried to make a payment to prevent his property being taken into possession. What happened Mr K has held a buy to let (BTL) mortgage with BM since 2008. He... (3 pages)View decision -
Decision Reference DRN-5090461
27 Nov 2024 National Westminster Bank Plc Not upheldMortgagesDRN-5090461 The complaint Mr J’s complaint is about a mortgage he used to hold with National Westminster Bank Plc (NatWest). Mr J says the mortgage was mis-sold because when he took out additional borrowing on sub-accounts, NatWest failed to explain to him that because the sub-accounts... (3 pages)View decision
