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 120327 results
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Decision Reference DRN-3832756
29 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3832756 The complaint Mr E has complained that Monzo Bank Ltd held him liable for cash which he says did not dispense. What happened In early 2022, Mr E requested £400 from a cash machine. He explained that the last note which dispensed came out skewed sideways, and the last £20 did no... (4 pages)View decision -
Decision Reference DRN-3632084
29 Nov 2022 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3632084 The complaint Mr and Mrs O complain that Lloyds Bank General Insurance Limited (‘Lloyds’) unfairly increased their home insurance premiums over the period of cover. What happened Mr and Mrs O had a Lloyds home insurance policy, originally taken out in February 2004. In February... (3 pages)View decision -
Decision Reference DRN-3821653
29 Nov 2022 FCE Bank Plc UpheldConsumer CreditDRN-3821653 The complaint Mrs R is unhappy with how FCE Bank Plc trading as Ford Credit (‘FCE’) treated her when she asked for support due to the impacts of COVID-19. And she says FCE also recorded incorrect information on her credit file. What happened In December 2019 Mrs R entered int... (4 pages)View decision -
Decision Reference DRN-3781957
29 Nov 2022 Zurich Insurance PLC UpheldInsuranceDRN-3781957 The complaint Miss U has complained to Zurich Insurance PLC (Zurich) about claim delays under her home insurance policy. What happened Miss U contacted Zurich to make a claim following an escape of water at her home. Zurich accepted the claim. A few months later, Miss U complai... (3 pages)View decision -
Decision Reference DRN-3747352
29 Nov 2022 Wise Payments Limited UpheldBanking and PaymentsDRN-3747352 The complaint Mr C complains, on behalf of M, that Wise Payments Limited won’t reimburse transactions he didn’t make or otherwise authorise. The full details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll recap the key points and fo... (2 pages)View decision -
Decision Reference DRN-3693228
29 Nov 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3693228 The complaint Mr M complains about NewDay Ltd’s (“NewDay’s”), trading as Amazon Credit Card, handling of a chargeback claim he made to them. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus on givi... (2 pages)View decision -
Decision Reference DRN-3831613
29 Nov 2022 Aviva Insurance Limited UpheldInsuranceDRN-3831613 The complaint Mr B and Mrs B complain that Aviva Insurance Limited (Aviva) has refused to pay a claim for the replacement of their boiler under the home emergency section of their buildings and contents policy. They want the claim paid and compensation for the inconvenience. Wh... (7 pages)View decision -
Decision Reference DRN-3831986
29 Nov 2022 Evelyn Partners Investment Services Limited UpheldPensions and AnnuitiesDRN-3831986 The complaint Mr T’s representative has complained, on his behalf, that Smith & Williamson Investment Services Limited, trading as Tilney, gave him unsuitable advice in 1996 to begin contributions to a Free Standing Additional Voluntary Contributions (FSAVC) plan instead of... (5 pages)View decision -
Decision Reference DRN-3804503
29 Nov 2022 Zurich Insurance PLC UpheldInsuranceDRN-3804503 The complaint Mr R complains about Zurich Insurance PLC’s handling of an insurance claim after a flood at his property. What happened Mr R has an insurance policy underwritten by Zurich which covers a property he owns and rents out. He made a claim after a flood led to the grou... (3 pages)View decision -
Decision Reference DRN-3706449
29 Nov 2022 Citibank UK Limited UpheldBanking and PaymentsDRN-3706449 The complaint Mr A and his mother - Mrs A - are unhappy that Citibank UK Limited has not refunded them after Mr A was the victim of a safe account scam. Whilst this was a joint account, it was Mr A that fell victim to the scam and is acting on behalf of both account holders in ... (6 pages)View decision
