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-4718571
14 Jun 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4718571 The complaint Miss O complains about a claim she made to Lloyds Bank PLC under the direct debit guarantee, and the bank’s subsequent handling of her account and overdraft. What happened In April 2023, Miss O raised a dispute under the direct debit guarantee which was refused, s... (3 pages)View decision -
Decision Reference DRN-4845134
14 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4845134 The complaint Mrs N says Barclays Bank UK PLC, trading as Barclaycard, mis-handled her application for a credit card causing it to be closed shortly after it was opened. What happened The account was opened in late May 2023. Soon afterwards, Barclays requested information from ... (3 pages)View decision -
Decision Reference DRN-4815220
14 Jun 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4815220 The complaint H, a limited company, complains that The Royal Bank of Scotland Plc wrongly contacted a third party about its account and didn’t act with reasonable care. What happened H says that in October 2023 one of its director/owners ceased their involvement with the compan... (3 pages)View decision -
Decision Reference DRN-4852952
14 Jun 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4852952 The complaint Mr M complains about the market value Admiral Insurance (Gibraltar) Limited (Admiral) placed on his car when settling a claim made under his car insurance. What happened Mr M had car insurance with Admiral. Mr M’s car was damaged in an accident, so he made a claim... (5 pages)View decision -
Decision Reference DRN-4649970
14 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4649970 The complaint Mrs B and Mrs E complain that Barclays Bank UK PLC won’t refund the money they lost when they were the victims of a scam. What happened In January 2023, Mrs B says she saw a well-known television personality talking about trading in cryptocurrency. She was interes... (6 pages)View decision -
Decision Reference DRN-4759332
14 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4759332 The complaint Ms B and Mr G complain that Barclays Bank UK PLC won’t refund all the money they lost when they were the victim of two scams. What happened Ms B and Mr G have been the victims of two scams, relating to investment in cryptocurrency. 1 st scam In May 2020, Ms B and ... (6 pages)View decision -
Decision Reference DRN-4394161
14 Jun 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4394161 The complaint Mr B complains Moneybarn No.1 Limited (Moneybarn) irresponsibly entered into a conditional sale agreement as it didn’t complete reasonable and proportionate checks to ensure the agreement was affordable. What happened Mr B entered into the conditional sale agreeme... (4 pages)View decision -
Decision Reference DRN-4524388
13 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4524388 The complaint Mr K complains about Monzo Bank Ltd. He says that Monzo didn’t do enough to protect him when he became the victim of a scam and would like Monzo to refund him the money he has lost as a result. What happened The details of what happened here are well known to all ... (4 pages)View decision -
Decision Reference DRN-4831893
13 Jun 2024 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-4831893 The complaint Mr T has complained about delays caused by Scottish Equitable Plc (trading as Aegon) during the switch of his pension. What happened Mr T wanted to switch his pension from Royal London to Scottish Equitable. I outline what I consider to be the relevant chronology ... (7 pages)View decision -
Decision Reference DRN-4790725
13 Jun 2024 Santander UK Plc UpheldInsuranceDRN-4790725 The complaint Mr O is unhappy that Santander UK Plc mis-sold him a pension life cover plan, a life insurance policy (‘the policy’). What happened Santander sold the policy to Mr O in around 1997 alongside a mortgage. In 2023, the insurer of the policy wrote to Mr O to say that ... (3 pages)View decision