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 125363 results
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Decision Reference DRN-4353719
8 Feb 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4353719 The complaint Mr S complains that American Express Services Europe Limited (AESEL) hasn’t provided him with the service it should have in response to the concern he raised about the anniversary date of his credit card. What happened Mr S contacted AESEL through its chat facilit... (3 pages)View decision -
Decision Reference DRN-4441159
8 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4441159 The complaint Mr B complains that Monzo Bank Limited (Monzo) won’t refund the money he lost as a result of a scam. Mr B has used a professional representative to bring this complaint to our service and they have made submissions on his behalf. For consistency, I’ll refer to Mr ... (7 pages)View decision -
Decision Reference DRN-4566183
8 Feb 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4566183 The complaint Miss R and Mr W complain about the way Inter Partner Assistance SA (IPA) has handled a medical expenses claim they made on a travel insurance policy. As Miss R brought the complaint to us, for ease, I’ve referred mainly to her. What happened Miss R was abroad with... (3 pages)View decision -
Decision Reference DRN-4598359
8 Feb 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4598359 The complaint Mr and Mrs M have complained that Barclays Bank UK PLC has failed to treat them fairly when providing redress on a previous issue with their mortgage. What happened Mr and Mrs M have an offset mortgage with Barclays which allows them to offset the interest accrued... (5 pages)View decision -
Decision Reference DRN-4356584
8 Feb 2024 Target Servicing Limited UpheldMortgagesDRN-4356584 The complaint Mrs W complains that Target Servicing Limited gave her wrong information about her help to buy loan and she has been left in a very difficult position as a result. What happened Mrs W and her now ex-husband bought a property in 2015 with the assistance of a help t... (3 pages)View decision -
Decision Reference DRN-4532565
8 Feb 2024 Ageas Insurance Limited UpheldInsuranceDRN-4532565 The complaint Miss S complains about how Ageas Insurance Limited (“Ageas”) handled her claim following water damage at her home. Any reference to Ageas includes its agents. What happened In March 2022 Miss S says she noticed a wet patch on the carpet in her corr... (4 pages)View decision -
Decision Reference DRN-4609997
8 Feb 2024 PayPal (Europe) S. UpheldBanking and PaymentsDRN-4609997 The complaint Mr R complaints about PayPal (Europe) Sarl et Cie SCA being inconsistent and unfair by refusing to give him a refund of US $4,000. What happened I issued my provisional decision on this complaint on 27 January 2024, and this is what I said: I’ve considered the rel... (4 pages)View decision -
Decision Reference DRN-4605323
8 Feb 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4605323 The complaint Mr W has complained that Inter Partner Assistance SA (IPA) initially failed to identify that his travel insurance policy was still active at the point he became unwell, meaning that he missed out on inpatient treatment that had been advised by a doctor. What happe... (2 pages)View decision -
Decision Reference DRN-4608994
8 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4608994 The complaint A company, which I will refer to as R, complains that Barclays Bank UK Plc wrongly closed its business account. Mr E, who is a director of R, complains on its behalf. What happened Mr E told us: Towards the end of June 2022 he received an email from Barclays aski... (5 pages)View decision -
Decision Reference DRN-4462023
8 Feb 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4462023 The complaint Mr R complains that Vanquis Bank Limited continued to send him paper statements after he had requested to receive statements online only. He says this has caused him a great deal of stress. What happened Mr R says that in March 2023, Vanquis started sending him pa... (2 pages)View decision
