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 128312 results
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Decision Reference DRN-4962397
22 Aug 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4962397 The complaint Miss K says Bank of Scotland plc, trading as Halifax, treated her unfairly in relation to her credit card account. What happened Briefly, Miss K’s account was in arrears. She made payments to the account in July and August 2023. Despite this, two of the three c... (3 pages)View decision -
Decision Reference DRN-4909127
22 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4909127 The complaint Miss D has complained that Monzo Bank Ltd (‘Monzo’) acted irresponsibly when it provided her with an overdraft and then went on to increase the overdraft limits. She says the overdraft was unaffordable and has asked for all interest and charges incurred on the... (4 pages)View decision -
Decision Reference DRN-4753587
22 Aug 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4753587 The complaint Mr C complains Acromas Insurance Company Limited (Acromas) will not take responsibility for damage caused to his car when it was recovered in Europe by an agent arranged through Acromas as part of the service provided under his roadside assistance insurance pol... (3 pages)View decision -
Decision Reference DRN-4960660
22 Aug 2024 TSB Bank plc UpheldInsuranceDRN-4960660 The complaint Mr and Mrs K have complained about the way that TSB Bank plc responded to a request for a hard copy of the travel insurance policy they have linked to their joint bank account. They have also complained about their banking information being given to a third par... (2 pages)View decision -
Decision Reference DRN-4824138
22 Aug 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4824138 The complaint A company, which I’ll refer to as F, complains that Revolut Ltd won’t refund payments it didn’t make. Mr M, who is a director of F, brings the complaint on F’s behalf. What happened The details of this complaint are well known to both parties, so I won’t repeat... (2 pages)View decision -
Decision Reference DRN-4980997
22 Aug 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4980997 The complaint Mr B complains that Sainsbury's Bank Plc should pay him more compensation than it has offered, after admitting poor service arising in connection with an application he wanted to make for a savings account that offered tax benefits. What happened In Janua... (3 pages)View decision -
Decision Reference DRN-4981332
22 Aug 2024 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-4981332 The complaint Mr S is unhappy that he was re-enrolled into a Group Personal Pension (GPP) without his knowledge. What happened Mr S’s employer enrolled him in their GPP which is administered by The Royal London Mutual Insurance Society Limited (Royal London) in 2019. In Jun... (3 pages)View decision -
Decision Reference DRN-4965447
22 Aug 2024 Highway Insurance Company Limited UpheldInsuranceDRN-4965447 The complaint Ms B complains that when her car was taken for repairs after a claim on her motor insurance, further damage was caused to the car and Highway Insurance Company Limited has failed to put this right. What happened Ms B made a claim on her policy in May 2022 after... (4 pages)View decision -
Decision Reference DRN-4981390
22 Aug 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4981390 The complaint Mr and Mrs F have complained about their home contents insurer Liverpool Victoria Insurance Company Limited (LV) regarding its handling and settlement of their claim, made when a burglary occurred at their home. LV used agents during the claim. LV is responsib... (6 pages)View decision -
Decision Reference DRN-4920606
22 Aug 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4920606 The complaint Mr S complains that Casualty & General Insurance Company (Europe) Ltd (“C&G”) unfairly declined a claim under his pet insurance policy. Where I refer to C&G, this includes the actions of its agents and claims handlers for which it takes responsibil... (3 pages)View decision