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 121877 results
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Decision Reference DRN-4569783
24 Jan 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4569783 The complaint Mr L is unhappy with emails Santander UK Plc has sent to him and the way it’s handled his enquiries about this. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But, in summary: Mr L... (4 pages)View decision -
Decision Reference DRN-4572266
24 Jan 2024 eToro (UK) Ltd UpheldInvestmentsDRN-4572266 The complaint Mr F complains that eToro (UK) Ltd’s default leverage on its platform was too high and was easily missed. He said he placed trades in gold, oil and gas in February 2022 using the default leverage and this caused him financial loss. What happened One of our investi... (7 pages)View decision -
Decision Reference DRN-4506827
24 Jan 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4506827 The complaint Mr P has complained about how American Express Services Europe Limited (AESEL) responded to a claim for money back in relation to a purchase he’d made on his credit card. What happened The circumstances of the complaint are well known, and the parties are in broad... (3 pages)View decision -
Decision Reference DRN-4307065
24 Jan 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4307065 The complaint P complains HSBC UK Bank Plc unfairly closed its business account and provided a poor service. P, a limited company, is represented by Miss H. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key poin... (3 pages)View decision -
Decision Reference DRN-4532020
24 Jan 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-4532020 The complaint Mr S has complained that Domestic & General Insurance Plc have not provided him with a replacement TV in accordance with the terms of his policy. What happened Mr S made a claim under his policy with D&G that covered accidental damage to his TV. D & G... (2 pages)View decision -
Decision Reference DRN-4311897
24 Jan 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-4311897 The complaint Mr W has complained about The National Farmers' Union Mutual Insurance Society Limited (NFU). He isn’t happy about the way it has dealt with a claim under his buildings insurance policy. For ease of reading, any reference to NFU includes its agents and I will... (3 pages)View decision -
Decision Reference DRN-4531250
24 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4531250 The complaint Mr D complains about the service he received from Monzo Bank UK PLC (“Monzo”). He says Monzo failed to place a block on his account to prevent him making payments to an external account he used to gamble from and this resulted in gambling losses of over £20,000. M... (3 pages)View decision -
Decision Reference DRN-4541557
24 Jan 2024 Scottish Widows Limited UpheldInsuranceDRN-4541557 The complaint Mr M complains about the personal pension he has with Scottish Widows Limited (‘Scottish Widows’). He says that at the time of sale he was informed that the policy only provided life cover. But he has been told several times by Scottish Widows that the policy woul... (3 pages)View decision -
Decision Reference DRN-4472903
24 Jan 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4472903 The complaint Mr and Mrs P complain Nationwide Building Society sent their cards to the wrong address. What happened Mr and Mrs P took out a residential mortgage with Nationwide, and moved house. Mrs P was then handed two opened letters by the people living in her old house. Na... (3 pages)View decision -
Decision Reference DRN-4577318
24 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4577318 The complaint Mr R is a sole trader, trading as F. He complains that Monzo Bank Ltd did not reimburse the money he transferred to a fraudster. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, both parties ... (5 pages)View decision
