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-4859527
18 Jun 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4859527 The complaint Mr and Mrs P are unhappy with how Red Sands Insurance Company (Europe) Limited (Red Sands) has handled their travel insurance claim. Any reference to Red Sands includes all its agents. What happened On 20 December 2022, Mr and Mrs P took out a single trip travel i... (7 pages)View decision -
Decision Reference DRN-4858721
18 Jun 2024 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-4858721 The complaint Mrs E has complained about the way Mortgage Agency Services Number Five Limited (“MAS5”) has administered her mortgage account. She said the standard variable rate (“SVR”) has been increased unfairly and those changes weren’t in line with the terms and conditions ... (9 pages)View decision -
Decision Reference DRN-4814832
18 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4814832 The complaint Mr B 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 B found an investment opportunity onli... (4 pages)View decision -
Decision Reference DRN-4471509
18 Jun 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4471509 The complaint Mr J complains that J.P. Morgan Europe Limited trading as Chase did not refund all of the transactions he lost to a scam. What happened Mr J found a job opportunity on a social media platform and contacted the company. He accepted a remote position for the travel ... (2 pages)View decision -
Decision Reference DRN-4716768
18 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4716768 The complaint Mrs P complains that Monzo Bank Ltd hasn’t refunded her after she fell victim to a scam. What happened The background to this complaint is well-known to all parties, and so I’ll only summarise the key events here. Mrs P was looking for job opportunities and, at th... (6 pages)View decision -
Decision Reference DRN-4858709
18 Jun 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4858709 The complaint Mr and Mr H’s complaint is about a claim they made on their Red Sands Insurance Company (Europe) Limited (‘Red Sands’) pet insurance policy, which was declined. Mr and Mr H say Red Sands treated them unfairly. What happened Mr and Mr H made a claim on their Red Sa... (3 pages)View decision -
Decision Reference DRN-4770748
18 Jun 2024 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4770748 The complaint Mrs C complains about The Co-operative Bank Plc (Co-op) in terms of how they dealt with an attempted fraud, and issues experienced organising replacement debit cards. This caused inconvenience and distress. What happened In February 2024, Mrs C received a phone ca... (3 pages)View decision -
Decision Reference DRN-4852955
18 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4852955 Complaint Miss F has essentially complained that HSBC UK Bank Plc (“HSBC”) unfairly provided her with an overdraft that was unaffordable. She also says that it continued applying charges to her overdraft even after it should have realised that she couldn’t sustainably repay it.... (6 pages)View decision -
Decision Reference DRN-4845076
18 Jun 2024 Automotive Compliance Ltd UpheldInsuranceDRN-4845076 The complaint Miss C complains that Automotive Compliance Ltd (“ACL”) mis-sold her a Guaranteed Asset Protection (“GAP”) insurance policy. What happened Miss C bought a car on a 48-month personal contract purchase (“PCP”) finance agreement. The finance was arranged by ACL who a... (4 pages)View decision -
Decision Reference DRN-4849564
18 Jun 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4849564 The complaint Mr B is unhappy that he discovered a problem within National Westminster Bank Plc’s mobile banking application (app). Mr B was upset that he had to point out the issues to NatWest only for it to tell him this was a known problem. Mr B would like compensation for t... (2 pages)View decision