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-4913514
19 Jul 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4913514 The complaint and what happened Mr G complains that Moneybarn No.1 Limited, trading as Moneybarn, lent to him irresponsibly and without carrying out proper affordability checks. He would like all the interest and charges associated with the conditional sale agreement refunde... (3 pages)View decision -
Decision Reference DRN-4817516
19 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4817516 The complaint Mr S complains that Monzo Bank Ltd closed his account without notice and without giving him a reason. He would like his account reopened. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overvi... (2 pages)View decision -
Decision Reference DRN-4827347
19 Jul 2024 Bank of Scotland Plc UpheldInvestmentsDRN-4827347 The complaint Mr R complains that Bank of Scotland plc trading as Halifax delayed the transfer of an ISA from another provider. What happened The background to this complaint is well known to the parties, so I won’t repeat it in detail here. In summary, in April 2021 Mr R in... (5 pages)View decision -
Decision Reference DRN-4918381
19 Jul 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4918381 The complaint Mr A has complained that Santander UK Plc (‘Santander’) closed his account without notice and placed a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name . He says this has prevented him from taking out a mort... (5 pages)View decision -
Decision Reference DRN-4897299
19 Jul 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4897299 The complaint Mr W complains that Barclays Bank UK PLC hasn’t refunded debit card transactions he says he didn’t make or authorise. What happened I issued my provisional decision for this complaint on 5 March 2024 and both parties have now had an opportunity to respond. I’v... (16 pages)View decision -
Decision Reference DRN-4899611
19 Jul 2024 Assurant General Insurance Limited UpheldInsuranceDRN-4899611 The complaint Mrs H’s complaint is about the handling of a claim under her mobile phone insurance policy with Assurant General Insurance Limited. What happened In October 2023, Mrs H contacted Assurant as her son had damaged his phone screen. Assurant agreed it would repair ... (3 pages)View decision -
Decision Reference DRN-4803326
19 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsThe complaint Mrs S is unhappy that Monzo Bank Ltd didn’t reimburse her after she fell victim to a scam. Background In May 2023, Mrs S received a message from someone who claimed to work for a recruitment agency. She’d been looking for work and had left her contact details with several pot... (4 pages)View decision -
Decision Reference DRN-4640482
19 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4640482 The complaint Mr R complains that Monzo Bank Ltd did not refund a series of payments he lost to a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them again in detail here. In summary, Mr R was the victim of an investment s... (3 pages)View decision -
Decision Reference DRN-4917965
19 Jul 2024 Allianz Insurance Plc UpheldInsuranceDRN-4917965 The complaint S complains Allianz Insurance Plc unfairly declined a claim they made for fire damage under their complete business commercial insurance policy. S is a limited company and is represented by one of its directors in bringing the complaint. For ease I’ve referred... (3 pages)View decision -
Decision Reference DRN-4917795
19 Jul 2024 RAC Insurance Limited UpheldInsuranceDRN-4917795 The complaint Mrs G has complained about her European breakdown cover provider RAC Insurance Limited. She feels it provided a poor level of service and didn’t prepare her for the difference in service levels between what she experienced in Europe and what she would have in t... (4 pages)View decision