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 119592 results
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Decision Reference DRN-4756599
22 Apr 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4756599 The complaint Mr D is unhappy with the service he received from Metro Bank PLC surrounding a request he made to reverse a pending payment. What happened Mr D made a payment to a merchant from his Metro account. The following day, Mr D called Metro and explained that he’d decide... (3 pages)View decision -
Decision Reference DRN-4721917
22 Apr 2024 Prudential Pensions Limited UpheldPensions and AnnuitiesDRN-4721917 The complaint Mr T’s complaint is that Prudential Pensions Limited (PPL) stopped sending him monthly portfolio statements in August 2022. When he called to query what had happened, he got through to a business I’ll refer to as business A. It told him it couldn’t locate his pens... (4 pages)View decision -
Decision Reference DRN-4718048
22 Apr 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4718048 The complaint Mrs O and Mr O complain that HSBC UK Bank Plc (HSBC) didn’t credit their reward points. What happened Mrs O and Mr O took part in HSBC’s Premier reward programme and as part of that, wanted to transfer their reward points to their British Airways account. On 19 De... (3 pages)View decision -
Decision Reference DRN-4702610
22 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4702610 The complaint Miss I is unhappy that Santander UK Plc won’t reimburse her for money she lost as a result of a scam. Miss I is being represented by a claims management company but for ease of reading I’ll only refer to Miss I below. What happened In June 2021 Miss I was research... (6 pages)View decision -
Decision Reference DRN-4746321
22 Apr 2024 Astrenska Insurance Limited UpheldInsuranceDRN-4746321 The complaint Mrs C and Mr H have complained that Astrenska Insurance Limited declined a claim they made on a travel insurance policy. As it is Mrs C leading on making the complaint, I’ll mostly just refer to her in this decision. What happened In January 2023 Mrs C, Mr H and t... (2 pages)View decision -
Decision Reference DRN-4755647
22 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4755647 The complaint Mr P complains Monzo Bank Ltd (“Monzo”) restricted and closed his account. And that it unfairly registered a fraud marker against him, and his overdraft debt should be written off. Mr P says this has caused him substantive distress, inconvenience, and the loss of ... (4 pages)View decision -
Decision Reference DRN-4600625
22 Apr 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4600625 The complaint Mr J complains about a new car he acquired using a hire purchase agreement with BMW Financial Services (GB) Limited (BMWFS). Mr J is unhappy about the quality of the car, considers it to be dangerous and would like BMWFS to accept his rejection of the car. What ha... (4 pages)View decision -
Decision Reference DRN-4754990
22 Apr 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4754990 The complaint Mr H has complained that HSBC UK Bank Plc irresponsibly lent to him and unfairly continued applying charges to his overdraft when he was in financial difficulty. Mr H is represented by a third party but for ease of reference I have referred to Mr H throughout this... (4 pages)View decision -
Decision Reference DRN-4718638
22 Apr 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4718638 The complaint Mrs H complains about the way Liverpool Victoria Insurance Company Limited (“LV”) handled a claim she made for damage caused by subsidence on her home insurance policy. Mrs H is being represented in bringing this complaint, but for ease I’ve referred to all action... (5 pages)View decision -
Decision Reference DRN-4755215
22 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4755215 The complaint Mr K complains that Santander UK Plc blocked a transaction on his credit card even though he confirmed it was genuine. He says this caused him to incur unnecessary costs of around £400 which he wants refunded. Mr K’s wife is acting as a representative on this comp... (4 pages)View decision
