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 125716 results
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Decision Reference DRN-4373795
29 Sep 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4373795 The complaint Mrs S complains that Advantage Insurance Company Limited didn’t provide the refund it said it would when she cancelled her motor insurance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reason... (2 pages)View decision -
Decision Reference DRN-4366174
29 Sep 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4366174 The complaint Mrs O complains that Monzo Bank Ltd (“Monzo”) won’t refund her multiple payments made from her current account as the result of a scam. What happened I issued a provisional decision in September 2023 to explain why I thought Mrs O’s complaint should be partially u... (7 pages)View decision -
Decision Reference DRN-4126579
29 Sep 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4126579 The complaint Mrs D complains that Nationwide Building Society (‘Nationwide’) won’t reimburse the money she lost after she fell victim to an investment scam. Mrs D is being professionally represented but for ease I’ll refer to Mrs D throughout. What happened In late 2019, Mrs D... (5 pages)View decision -
Decision Reference DRN-4372185
29 Sep 2023 PrePay Technologies Limited UpheldBanking and PaymentsDRN-4372185 The complaint Mrs B is unhappy with the service she’s received from PrePay Technologies Limited. What happened Mrs B contacted PrePay because her existing travel card had expired, and she needed to apply for a new one but was unable to do so. Mrs B wasn’t happy about this, and ... (2 pages)View decision -
Decision Reference DRN-4374092
29 Sep 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4374092 The complaint Ms P complains that Barclays Bank UK PLC did not take the actions they said they would which resulted in distress and inconvenience for her. What happened Ms P transferred £1,650 to a family friend to purchase flight tickets and her friend paid the travel agent, h... (4 pages)View decision -
Decision Reference DRN-4374573
29 Sep 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4374573 The complaint Miss R complains about the decision by Inter Partner Assistance SA (‘IPA’) to turn down her travel insurance claim. What happened Miss R holds travel insurance cover with IPA. She intended to travel to a country (that I’ll call ‘P’). However, after a state of emer... (2 pages)View decision -
Decision Reference DRN-4374593
29 Sep 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4374593 The complaint Mr H complains that Creation Financial Services Limited closed his credit card account without notice, leaving him without a cashback offer or reward points. He’d like these to be paid to him, and compensation for the time taken to resolve the issue. What happened... (4 pages)View decision -
Decision Reference DRN-3957114
29 Sep 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3957114 The complaint Mrs D and Miss D complain that HSBC UK Bank Plc have unfairly refused to refund over £60,000 they lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. In summary... (4 pages)View decision -
Decision Reference DRN-4366612
29 Sep 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4366612 The complaint Mr and Mrs C complain that Advantage Insurance Company Limited didn’t renew their home insurance policy. Mrs C has primarily dealt with things so, for simplicity, I’ll refer to her only. What I’ve decided – and why I’ve considered all the available evidence and ar... (2 pages)View decision -
Decision Reference DRN-4370839
29 Sep 2023 U K Insurance Limited UpheldInsuranceDRN-4370839 The complaint Mr and Mrs B have complained that UK Insurance Limited (UKI) failed to appropriately resolve a leak at their property which resulted in more damage being caused by a second leak. What happened Mr and Mrs B’s home insurance policy is underwritten by UKI. It includ... (6 pages)View decision
