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-4314015
28 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4314015 The complaint Mr S complains that Monzo Bank Ltd closed his account. What happened Mr S had an account with Monzo. In December 2022 Mr S wanted to upgrade his account. The upgrade came with a new metal card, and offered discounted access to airport lounges. But Mr S discovered... (5 pages)View decision -
Decision Reference DRN-4839115
28 Jun 2024 Barclays Bank Plc UpheldBanking and PaymentsDRN-4839115 The complaint A company, which I will refer to as G, complains that Barclays Bank Plc wrongly closed its merchant acquiring account – leaving it unable to take payments by plastic card. What happened G’s representative told us: G’s card machine account was closed on 1 November... (3 pages)View decision -
Decision Reference DRN-4770321
28 Jun 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4770321 The complaint Miss J is unhappy because Bank of Scotland plc trading as Halifax (‘Halifax’) declined to refund over £10,000 which she lost as a result of a scam. What happened I issued a provisional decision in March 2024 to explain why I thought Miss J’s complaint should be up... (7 pages)View decision -
Decision Reference DRN-4158490
28 Jun 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4158490 The complaint Mr E has complained about Creation Consumer Finance Ltd’s (‘Creation’) response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking in to account Section 140A (‘s.... (7 pages)View decision -
Decision Reference DRN-4770305
28 Jun 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4770305 The complaint Mr and Mrs A complain about how Accredited Insurance (Europe) Ltd handled an escape of water claim they made on their home insurance policy. Reference to Accredited includes its agents. What happened Mr and Mrs A hold a home insurance policy with Accredited. When ... (3 pages)View decision -
Decision Reference DRN-4211541
28 Jun 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4211541 The complaint Mr H complains that in 2012, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence when it accepted his Self-Invested Personal Pension (‘SIPP’) application and allowed him to inv... (47 pages)View decision -
Decision Reference DRN-4878890
28 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4878890 The complaint Mr D complains HSBC UK Bank Plc are refusing to refund him £4,585.93 which he says was fraudulently withdrawn from his HSBC account. What happened I sent the parties a provisional decision in June 2024, in which I set out the following background information to th... (4 pages)View decision -
Decision Reference DRN-4879217
28 Jun 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4879217 The complaint Mr and Mrs M on behalf of a limited company which I will call company A complains that Starling Bank debited approximately £8,600 which Mr and Mrs M said were not made or otherwise authorised by them or company A. What happened I issued a provisional decision in M... (4 pages)View decision -
Decision Reference DRN-4663687
28 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4663687 The complaint Mr C’s complaint, in summary, is that Barclays Bank UK PLC failed to honour his cheque and that caused him distress and inconvenience. What happened The background to the complaint is known to both parties and so I won’t repeat it at length here. Briefly, Mr C has... (3 pages)View decision -
Decision Reference DRN-4780983
28 Jun 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4780983 The complaint Mr A complains that Liverpool Victoria Insurance Company Limited (LV) unfairly cancelled his motor insurance policy for reasons of fraud. What happened Mr A says he received a message from LV the week prior to his policy renewal in 2023. It told him that his polic... (3 pages)View decision