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-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 -
Decision Reference DRN-4222624
1 Aug 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4222624 The complaint Mrs Q has complained about the way Creation Consumer Finance Ltd (Creation) administered a credit agreement she has with it. What happened Both parties are aware of the circumstances, so I’m not going to go over everything again in detail. But in summary, Mrs Q sa... (3 pages)View decision -
Decision Reference DRN-4273851
1 Aug 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4273851 The complaint Mr C complains about Bank of Scotland plc trading as Halifax’s decision to suspend his online banking access. What happened Mr C was making an online payment to a family member. The payment was stopped for further checks and Mr C was asked to contact the bank. He ... (3 pages)View decision -
Decision Reference DRN-4222284
1 Aug 2023 Madison CF UK Limited UpheldBanking and PaymentsDRN-4222284 The complaint Miss G complains that Madison CF UK Limited, trading as 118 118 Money, defaulted her credit card account without sending her a default notice, and while she was on and keeping to an agreed repayment plan. What happened Miss G had a credit card account with 118 118... (3 pages)View decision -
Decision Reference DRN-4274665
1 Aug 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4274665 The complaint Mr R complains that AA Underwriting Insurance Company Limited (“AA”) mishandled a claim on his motor insurance policy. What happened The subject matter of the claim and the complaint is a premium-brand car, first registered in early 2014. Mr R acquired it in 2017 ... (6 pages)View decision
