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 119592 results
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Decision Reference DRN-3782969
24 Nov 2022 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3782969 The complaint Mr V complains Sainsbury’s Bank Plc sent his Data Subject Access Request (DSAR) in an unprotected format via email rather than through an online portal with a passphrase. What happened On 21 February 2022 Mr V made a DSAR. Sainsbury’s responded in March 2022 sayin... (2 pages)View decision -
Decision Reference DRN-3824690
24 Nov 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3824690 The complaint Mr G complains Barclays Bank UK PLC trading as Barclaycard registered a default incorrectly in relation to his credit card account. What happened Mr G had a credit card account with Barclays. In September 2021, Barclays registered a default. Mr G was unhappy becau... (3 pages)View decision -
Decision Reference DRN-3775629
24 Nov 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3775629 The complaint Miss Y complains about the way Royal & Sun Alliance Insurance Limited (“RSA”) handled her claim for an escape of water. What happened Miss Y made a claim to RSA under her home insurance policy in June 2021. The claim was for an escape of water. RSA appointed i... (4 pages)View decision -
Decision Reference DRN-3824806
24 Nov 2022 Kensington Mortgage Company Limited UpheldMortgagesDRN-3824806 The complaint Mrs D complains about the interest rate on her mortgage with Kensington Mortgage Company Limited. She complains that Kensington won’t allow her to take a new fixed interest rate, which would reduce her payments. Mrs D is now represented by her granddaughter, who’s... (15 pages)View decision -
Decision Reference DRN-3787268
24 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3787268 The complaint T, a small business, has complained Monzo Bank Ltd won’t refund money for transactions they didn’t make. Miss E, who trades as T, represents T in this complaint. What happened Miss E opened a business account in the name of T with Monzo in April 2022. In July she ... (2 pages)View decision -
Decision Reference DRN-3661432
24 Nov 2022 The Insurance Partnership Financial Services Limited UpheldPensions and AnnuitiesDRN-3661432 The complaint Mrs S complains about the advice given by The Insurance Partnership Financial Services Limited (‘TIPFS’) to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a personal pension. She says the advice was unsuitable and believes thi... (11 pages)View decision -
Decision Reference DRN-3675660
24 Nov 2022 D C Financial Limited UpheldPensions and AnnuitiesDRN-3675660 The complaint Mr D complains about the advice given by D C Financial Limited (‘DCF’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has caused a financial lo... (14 pages)View decision -
Decision Reference DRN-3815347
24 Nov 2022 Highway Insurance Company Limited UpheldInsuranceDRN-3815347 The complaint Mr F complains that Highway Insurance Company Limited mishandled his claim on his motorhome insurance policy. Where I refer to Highway, I refer to the above-named insurance company and I include employees and others insofar as I hold Highway responsible for their ... (4 pages)View decision -
Decision Reference DRN-3783797
24 Nov 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3783797 The complaint Mr L complains through his representative of irresponsible lending by Everyday Lending Limited trading as Everyday Loans (Everyday). What happened Everyday provided Mr L with the following loans: Date Amount Term Monthly instalment When repaid Loan 1 17/5/2019 £4,... (4 pages)View decision -
Decision Reference DRN-3662240
24 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3662240 The complaint Mrs K complains that Monzo Bank Ltd didn’t treat her fairly when she fell victim to two investment scams in 2021. What happened In January 2021, Mrs K saw an advert which appeared to show celebrities endorsing cryptocurrency investments. A pensioner at the time, s... (6 pages)View decision
