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-4844243
21 Jun 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4844243 The complaint Miss S complains that Vanquis Bank Limited (“Vanquis”) acted irresponsibly when it gave her a credit card in August 2016, and subsequently increased her credit limit on six further occasions. What happened Miss S has been assisted in making her complaint by a firm... (4 pages)View decision -
Decision Reference DRN-4861843
21 Jun 2024 Aviva Insurance Limited UpheldInsuranceDRN-4861843 The complaint Mrs H is unhappy with what Aviva Insurance Limited did after she made a claim on her legal expenses insurance policy. What happened In December 2022 Mrs H contacted Aviva seeking assistance from her policy. She said she was suffering noise nuisance from barking do... (4 pages)View decision -
Decision Reference DRN-4712361
21 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4712361 The complaint Mr M complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In October 2022, Mr M received a text message which said it was from a data company offering a part-time job. Mr M was interested, so replied and was ... (6 pages)View decision -
Decision Reference DRN-4826389
21 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4826389 Complaint Mr K is unhappy that Monzo Bank Ltd didn’t reimburse him after he fell victim to a scam. Background Mr K was looking to rent a flat. He found one on an online platform that met his requirements and budget and so he messaged the landlord. Unfortunately, the person who ... (3 pages)View decision -
Decision Reference DRN-4700249
21 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4700249 The complaint Mr K complains that Barclays Bank UK PLC did not prevent scam payments from being received into their customer accounts. What happened Mr K was the victim of an investment scam and sent funds to two Barclays accounts as part of it. I’ll refer to these as benefici... (3 pages)View decision -
Decision Reference DRN-4822927
21 Jun 2024 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-4822927 The complaint Mr C complains that TransUnion International UK Limited reported his private information on his brother’s credit file. Mr C also complains that his brother’s private information was reported on his credit file. What happened The background to this complaint and my... (4 pages)View decision -
Decision Reference DRN-4619810
21 Jun 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4619810 The complaint Ms N is unhappy that Revolut Ltd (“Revolut”) won’t refund payments she says she didn’t make. What happened Ms N explains that on 23 June 2023, she received contact from someone claiming to be from Barclays, who she banked with, saying a standing order had been set... (5 pages)View decision -
Decision Reference DRN-4798007
21 Jun 2024 POLICY EXCESS INSURE LTD UpheldInsuranceDRN-4798007 The complaint Mr S has complained about POLICY EXCESS INSURE LTD (PEX). He isn’t happy about the way it set up and subsequently cancelled his motor insurance policy. What happened Mr S took out a motor insurance policy through PEX online and paid his premium but when PEX undert... (2 pages)View decision -
Decision Reference DRN-4866523
21 Jun 2024 Convera UK Financial Limited UpheldBanking and PaymentsDRN-4866523 The complaint Mr C on behalf of Mrs C complains that Convera UK Financial Limited (“Convera”) failed to make them aware of the consequences of not following through with a transaction. Mr C says had he’d known they’d be liable for any losses they wouldn’t have set the rate and ... (4 pages)View decision -
Decision Reference DRN-4866412
21 Jun 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4866412 The complaint Ms B is unhappy with AXA Insurance Plc’s (AXA) handling and settlement of a claim made under her home insurance policy. Where I’ve referred to AXA, this also includes any actions and communication by agents acting on their behalf. What happened Ms B has a home ins... (11 pages)View decision