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 122183 results
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Decision Reference DRN-4125075
16 May 2023 National Westminster Bank Plc UpheldMortgagesDRN-4125075 The complaint Mr Y complains that National Westminster Bank Plc withdrew a mortgage offer it had made to him. He said the amount he wanted to borrow was affordable for him, and as interest rates went up in the meantime, he’d ended up paying much more to get a mortgage elsewhere... (6 pages)View decision -
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
