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 125400 results
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Decision Reference DRN-4692604
21 May 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4692604 The complaint Mrs S complains that she didn’t get a chequebook she ordered from Clydesdale Bank Plc trading as Virgin Money (Virgin). What happened Mrs S ordered a chequebook from Virgin on 1 November 2023, but it didn’t arrive. Mrs S complained. She said she had had an acknowl... (2 pages)View decision -
Decision Reference DRN-4652735
21 May 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4652735 The complaint Mr C complains that NewDay Ltd recorded an incorrect default date on his credit file. What happened Mr C held an Aqua credit card account with NewDay. In September 2017 he went into debt management plan. Mr C later discovered that NewDay recorded that the account ... (3 pages)View decision -
Decision Reference DRN-4777239
21 May 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4777239 The complaint Mr K complains about the repairs carried out by Royal & Sun Alliance Insurance Limited after he made a claim under his property insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary... (7 pages)View decision -
Decision Reference DRN-4697866
21 May 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4697866 The complaint Mr J has complained about the service he received from Admiral Insurance (Gibraltar) Limited with his claim to repair his car under his motor policy following an accident. Mr J is represented by his wife Mrs J who is also the named driver on the policy. For ease o... (3 pages)View decision -
Decision Reference DRN-4809334
21 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4809334 The complaint Ms H complains that Barclays Bank UK PLC (Barclays) gave poor service in connection with an account switcher offer. What happened Barclays had a switcher offer which paid £175 to customers who switched current account from another provider. The offer closed on 30 ... (4 pages)View decision -
Decision Reference DRN-4801854
21 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4801854 The complaint Miss B complains that Monzo Bank Ltd (“Monzo”) won’t refund the money she lost as a result of a job scam. She’s being supported by a representative. To keep things simple, I’ll refer to Miss B throughout this decision. What happened The background to this complain... (6 pages)View decision -
Decision Reference DRN-4806350
21 May 2024 In2 Planning Limited UpheldPensions and AnnuitiesDRN-4806350 The complaint Mr F complains that in 2016 In2 Planning Limited (In2) set up a small self-administered scheme (SSAS) for him and arranged investments in high risk and unregulated RRAM Bonds. Mr F is represented in bringing his complaint. For ease I’ve referred to what Mr F’s rep... (11 pages)View decision -
Decision Reference DRN-4740739
21 May 2024 TSB Bank plc UpheldConsumer CreditDRN-4740739 The complaint Mr R complains that TSB Bank plc (“TSB”) reported a loan account to the credit reference agencies even though he withdrew from the loan agreement within the cooling-off period. What happened In October 2023, Mr R applied to TSB for a loan. His application was appr... (3 pages)View decision -
Decision Reference DRN-4808256
21 May 2024 eToro (UK) Ltd UpheldInvestmentsDRN-4808256 The complaint Mr B complained about eToro (UK) Ltd. He said it made a mistake when it handled his withdrawal request and because of this the money was returned to his account. Mr B said eToro should pay him compensation for the mistake it made including refunding fees to him an... (4 pages)View decision -
Decision Reference DRN-4805350
21 May 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4805350 The complaint Miss H and Mr S have complained that Inter Partner Assistance SA (‘IPA’) unfairly declined their claim. What happened Miss H and Mr S had a travel insurance policy, underwritten by IPA. They travelled abroad when Miss H became unwell. After a short stay in hospita... (3 pages)View decision
