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 120469 results
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Decision Reference DRN-3960783
25 Sep 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3960783 The complaint Mr C complains he was mis-sold an investment he made in a bond issued by Basset & Gold Plc (“B&G Plc”). He believes he was misled about the risk associated with the bond and would like to be compensated for the loss in capital he suffered. What happened Mr... (10 pages)View decision -
Decision Reference DRN-4365421
25 Sep 2023 Covea Insurance plc UpheldInsuranceDRN-4365421 The complaint Mrs H is unhappy with the way in which Covea Insurance plc handled a claim made on her car insurance policy (‘the policy’), including the amount it’s settled her claim for. What happened I issued my provisional decision in August 2023 explaining why I was intendin... (4 pages)View decision -
Decision Reference DRN-4291086
25 Sep 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4291086 The complaint Mrs A complains that Monzo Bank Ltd (“Monzo”) won’t refund the money she lost as part of a scam. What happened The background to this complaint is well known to both parties, so I’ll only refer to some key events here. In August 2021 Mrs A was contacted by someone... (3 pages)View decision -
Decision Reference DRN-4365308
25 Sep 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4365308 The complaint Ms L complains that Clydesdale Bank Plc trading as Virgin Money lost her Individual Savings Account (ISA) reactivation form, and they did not assist her to upload this form on their website. What happened Ms L says she tried to transfer funds into her Virgin Money... (4 pages)View decision -
Decision Reference DRN-4333878
25 Sep 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4333878 The complaint Mrs P complains that Monzo Bank Ltd didn’t do enough to protect her from the financial harm caused by an investment scam company, or to help her recover the money once she’d reported the scam. What happened The detailed background to this complaint is well known t... (4 pages)View decision -
Decision Reference DRN-4361921
25 Sep 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4361921 Complaint Mr A has complained about a personal loan Madison CF UK Limited (trading as “118 118 Money”) provided to him. He says the loan was unaffordable and was therefore irresponsibly lent to him. Background 118 118 Money provided Mr A with a loan for £3,000.00 in February 20... (3 pages)View decision -
Decision Reference DRN-4358848
22 Sep 2023 Epayments Systems Ltd UpheldBanking and PaymentsDRN-4358848 The complaint Company V (“V”) complains Epayments Systems Ltd (“Epayments”) blocked their account and withheld the funds held in it. What happened On 11 February 2020 the regulator, The Financial Conduct Authority (FCA) placed limitations on Epayments. As a result Epayments wer... (3 pages)View decision -
Decision Reference DRN-4323798
22 Sep 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4323798 The complaint Mrs I complains that Barclays Bank UK PLC (Barclays) wouldn’t refund money she lost in a scam. What happened What Mrs I says: Mrs I is represented by a third-party firm of solicitors, but I will refer to Mrs I as the complainant. In February 2018, Mrs I’s husband ... (4 pages)View decision -
Decision Reference DRN-4333224
22 Sep 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4333224 The complaint Mr S complains Barclays Bank UK PLC (“Barclays”) are holding him liable for payments he didn’t authorise after falling victim to fraud. He adds that Barclays failed to protect him from financial harm. What happened In August 2022, Mr S and his wife travelled overs... (6 pages)View decision -
Decision Reference DRN-4302910
22 Sep 2023 Haven Insurance Company Limited UpheldInsuranceDRN-4302910 The complaint Mrs M and Mr M complain about Haven Insurance Company Limited’s (“Haven”) decision to decline their claim under her buildings insurance policy. Mrs M has acted as the main representative during the claim and complaint process. So, for ease of reference, I will ref... (3 pages)View decision
