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 119791 results
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Decision Reference DRN-4071963
16 May 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4071963 The complaint Mr D is unhappy with the service he received from Barclays Bank UK PLC, trading as Barclaycard, surrounding a direct debit (“DD”) instruction on his account. What happened Mr D’s DD instruction to Barclays went unpaid in October 2022. Mr D felt there was no reason... (2 pages)View decision -
Decision Reference DRN-4094435
16 May 2023 American Express Payment Services Limited UpheldBanking and PaymentsDRN-4094435 The complaint Miss V complains that American Express Payment Services Limited (AESEL) lost three payments that she made to it. What happened Miss V says she made three required payments to AESEL in early 2022 for £80 and for £200 on two occasions. She says AESEL couldn’t find t... (2 pages)View decision -
Decision Reference DRN-4133064
16 May 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4133064 The complaint Mr W complains that Monzo Bank Ltd closed his account without notice and then unreasonably delayed sending funds to an alternative account in line with his request. What happened Mr W opened his Monzo account in November 2019. On 25 February 2022 Monzo sent Mr W n... (3 pages)View decision -
Decision Reference DRN-4131747
16 May 2023 AXA France IARD UpheldInsuranceDRN-4131747 The complaint Mrs E complained, on behalf of the estate of Mrs P, that the amount of redress offered by AXA France IARD (“AXA”), in relation to the mis-sale of a payment protection insurance (“PPI”) policy with a store card, was incorrect. What happened Mrs E’s late mother, Mrs... (3 pages)View decision -
Decision Reference DRN-4083152
16 May 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4083152 The complaint Ms K has complained about delays and poor customer service by Barclays Bank UK PLC in relation to a transfer of equity. Ms K is also dissatisfied at the way Barclays has dealt with her complaint. What happened I will summarise the complaint in less detail than it’... (3 pages)View decision -
Decision Reference DRN-4124381
16 May 2023 Chase de Vere Independent Financial Advisers limited UpheldInvestmentsDRN-4124381 The complaint Mr and Mrs F, as trustees of the D S Will Trust, complain that Chase de Vere Independent Financial Advisers limited (CDV) delayed investment of the trust fund. What happened Mr and Mrs F had a long-standing relationship with their adviser from CDV. In 2017, amongs... (5 pages)View decision -
Decision Reference DRN-4133330
16 May 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-4133330 The complaint Miss D has complained that Starling Bank Limited registered a marker against her at CIFAS, the national fraud database. What happened In autumn 2022, over the course of about a day, Miss D received a series of payments and passed them on to cryptocurrency accounts... (4 pages)View decision -
Decision Reference DRN-4027147
16 May 2023 Vitality Life Limited UpheldInvestmentsDRN-4027147 The complaint Mr D complains about the amount which Vitality Life Limited (Vitality) has paid in settlement of a claim under his serious illness insurance cover. Mr D also complains about Vitality’s handling of his claim. What happened Mr D took out a life and serious illness i... (4 pages)View decision -
Decision Reference DRN-3973164
16 May 2023 Vitality Health Limited UpheldInsuranceDRN-3973164 The complaint Mr R complains about how Vitality Health Limited dealt with a claim against his private medical insurance plan. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In summary, in 2021, Mr R took ou... (5 pages)View decision -
Decision Reference DRN-4133154
16 May 2023 Target Servicing Limited UpheldMortgagesDRN-4133154 The complaint Mr and Mrs N complain about how Target Servicing Limited has administered their HomeBuy Direct shared equity loan, leading to problems when they wanted to redeem. What happened Mr and Mrs N have a HomeBuy Direct loan, taken out in 2009. HomeBuy Direct loans are a ... (5 pages)View decision
