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 119923 results
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Decision Reference DRN-4275556
1 Aug 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4275556 The complaint Mrs J complains about the standard of service and the settlement payment offered by Advantage Insurance Company Limited (Advantage) following a claim she made under her motor insurance policy. Mrs J is represented by her son Mr J in her complaint. I will refer to ... (5 pages)View decision -
Decision Reference DRN-4247685
1 Aug 2023 Rock Insurance Services Limited UpheldInsuranceDRN-4247685 The complaint Mrs H is unhappy with the service she received from Rock Insurance Services Limited. What happened Mrs H took out travel insurance when she booked a holiday. Rock Insurance Services Limited arranged the policy on the insurer’s behalf. She had a holiday booked for ... (3 pages)View decision -
Decision Reference DRN-3998038
1 Aug 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3998038 The complaint Mrs T complains that National Westminster Bank Plc (“NatWest”) allowed her ex-partner to close a frozen joint current account. This caused a great deal of stress and anxiety and resulted in a declined travel insurance claim. What happened As I said in the provisio... (3 pages)View decision -
Decision Reference DRN-4222993
1 Aug 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4222993 The complaint A limited company, which I’ll refer to as “G”, complains that HSBC UK Bank Plc mis-used the personal data of its Director. Ms O, G’s Director, represents G in bringing its complaint. What happened Ms O, in her capacity as Director, is linked to G’s account with HS... (3 pages)View decision -
Decision Reference DRN-4160369
1 Aug 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4160369 The complaint Mr S complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost in a scam. What happened Mr S says that he was contacted via a messaging app by someone who said they were a recruiter for a well-known agency. Mr S was interested and was passed on to som... (3 pages)View decision -
Decision Reference DRN-4158608
1 Aug 2023 Nationwide Building Society UpheldConsumer CreditDRN-4158608 The complaint Mr P complains that Nationwide Building Society lent to him irresponsibly. What happened Mr P took out three loans. The first was in August 2020 for £5,000, the second in September 2020 for £1,000 and the final loan was for £11,087 in March 2021. Mr P says he cou... (3 pages)View decision -
Decision Reference DRN-4269315
1 Aug 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4269315 The complaint Mr Y complains American Express Services Europe Limited (AESEL) have charged him fees for a second card account he didn’t intend to take out. What happened The details of this complaint are well known to both parties. And I’ve summarised them previously when looki... (2 pages)View decision -
Decision Reference DRN-4277658
1 Aug 2023 Barclays Bank Plc UpheldInvestmentsDRN-4277658 The complaint The estate of Ms W has complained about Barclays Bank Plc. This relates to a delay in Barclays transferring cash from an investment account to a third-party account. What happened Mrs S is the late Ms W’s daughter. She is the sole executor acting on behalf of her ... (4 pages)View decision -
Decision Reference DRN-4276471
1 Aug 2023 Pinnacle Insurance Plc UpheldInsuranceDRN-4276471 The complaint Ms F complains that Pinnacle Insurance Plc trading as EVERYPAW rejected a claim on her pet insurance policy. What happened Ms F acquired a pet dog on 18 March 2022. She took out pet insurance with Pinnacle, with the policy starting on 27 March. A few months later ... (4 pages)View decision -
Decision Reference DRN-4238370
1 Aug 2023 Home Retail Group Card Services Limited UpheldBanking and PaymentsDRN-4238370 The complaint Mrs O complains that Home Retail Group Card Services Limited (HRG) trading as Argos Card lent to her irresponsibly. What happened In November 2015 Mrs O applied for an Argos card. HRG approved the application and gave Mrs O a card with an initial credit limit of £... (3 pages)View decision
