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 125400 results
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Decision Reference DRN-4520501
2 Feb 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4520501 The complaint Mr B is unhappy with the way Royal & Sun Alliance Insurance Limited (RSA) handled his claim under his home emergency policy. What happened Mr B claimed under his policy, underwritten by RSA, when he found water leaking from around his shower. RSA said he didn’... (3 pages)View decision -
Decision Reference DRN-4540877
2 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4540877 The complaint Mr G complains that Monzo Bank Ltd (“Monzo”) failed to refund transactions he didn’t recognise. What happened Mr G noticed two unusual transactions on his Monzo account and notified Monzo about them. The two payments were identical and were made via Apple Pay (AP)... (3 pages)View decision -
Decision Reference DRN-4597553
2 Feb 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4597553 The complaint Mr A is unhappy Bank of Scotland plc, trading as Halifax (“Halifax”), won’t reimburse him for the outstanding money he lost as a result of paying a driving instructor for lessons. What happened The details of this case are well-known to both parties, so I don’t ne... (3 pages)View decision -
Decision Reference DRN-4436290
2 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4436290 The complaint Mr V complains Barclays Bank UK PLC trading as Barclaycard mis-advised him about a promotional offer on a new credit card. What happened In June 2023 Mr V called Barclays to ask about a loan. Instead, it was suggested he apply for a Platinum credit card with Barcl... (2 pages)View decision -
Decision Reference DRN-4508104
2 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4508104 The complaint Miss A has complained Monzo Bank Ltd added a fraud-related marker in her name to the industry fraud database, CIFAS. What happened In January 2021 Monzo closed Miss A’s account. They’d been made aware her account had received funds that weren’t hers in the amounts... (3 pages)View decision -
Decision Reference DRN-4595640
2 Feb 2024 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4595640 The complaint Mr T complains that poor service provided by Prudential Assurance Company Limited delayed the transfer of his pension plan to another provider, leading to a financial loss. What happened Mr T had a Section 32 plan, a type of guaranteed annuity contract, with Prude... (7 pages)View decision -
Decision Reference DRN-4520098
2 Feb 2024 Aviva Insurance Limited UpheldInsuranceDRN-4520098 The complaint Mr M complains that Aviva Insurance Limited failed to deal with a home emergency claim quickly enough to prevent further and unnecessary damage to his property. What happened The background to this complaint is well known to both parties, so I’ll provide only a br... (4 pages)View decision -
Decision Reference DRN-4597873
2 Feb 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4597873 The complaint Mr G complains Tesco Personal Finance PLC trading as Tesco Bank turned him down for a credit card account despite saying he was pre-approved. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the ... (3 pages)View decision -
Decision Reference DRN-4528880
2 Feb 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4528880 The complaint Mr B complains that Tesco Personal Finance PLC trading as Tesco Bank lent irresponsibly when it approved his credit card application in January 2018. What happened In January 2018 Mr B applied for a credit card with Tesco Bank. In his application, Mr B said he ha... (3 pages)View decision -
Decision Reference DRN-4592451
2 Feb 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4592451 The complaint Mr and Mrs R complain about Royal & Sun Alliance Insurance Limited’s (‘RSA’s’) handling of their home insurance claim. Any reference to RSA includes the actions of its agents. What happened Mr and Mrs R have a home insurance policy with RSA. In May 2022 they c... (3 pages)View decision
