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 125299 results
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Decision Reference DRN-4007771
10 Mar 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4007771 The complaint Mr and Mrs S complain that Monzo Bank Ltd (Monzo) won’t refund all the money they lost when they fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them all again here. But briefly: a colleague of M... (4 pages)View decision -
Decision Reference DRN-4012357
10 Mar 2023 Barclays Bank UK PLC UpheldInvestmentsDRN-4012357 The complaint Mr and Mrs P complain about Barclays Bank UK PLC, (referred to as “Barclays” or “the business”) about their experience of the smart investor platform. In short, Mr P says Barclays failed to credit their joint account with the requisite number of shares and warrant... (5 pages)View decision -
Decision Reference DRN-4005688
10 Mar 2023 Creation Financial Services Limited UpheldConsumer CreditDRN-4005688 The complaint Miss O complains that Creation Financial Services Limited (“Creation”) have wrongly asked her to pay £1,182.95 to settle her car finance account. What happened Miss O acquired a car in February 2018 through a fixed sum loan agreement provided by Creation. In early... (4 pages)View decision -
Decision Reference DRN-3855908
10 Mar 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3855908 The complaint Mr M complains that National Westminster Bank Plc (“NatWest”) allowed him to use his funds for gambling. What happened Mr M contacted NatWest in 2016 and asked them to place a gambling block on his debit card. Despite this, he was able to make payments to a bettin... (4 pages)View decision -
Decision Reference DRN-4003915
10 Mar 2023 Haven Insurance Company Limited UpheldInsuranceDRN-4003915 The complaint Mr S complains that Haven Insurance Company Limited declined to pay his claim on his motor insurance policy after his car was stolen. He wants Haven to pay for the loss of his car. What happened Mr S took out a motor insurance policy with Haven through an online c... (2 pages)View decision -
Decision Reference DRN-4013232
10 Mar 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4013232 The complaint Mr S complains about the cash settlement Admiral Insurance (Gibraltar) Limited has offered him to repair his car after claims made on his motor insurance policy. He’s also unhappy that it hasn’t inspected further mechanical damage. He wants a settlement to pay for... (4 pages)View decision -
Decision Reference DRN-3992059
10 Mar 2023 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-3992059 The complaint Miss K’s complaint is about DAS Legal Expenses Insurance Company Limited’s handling of a claim on her residential landlord’s insurance policy. What happened Miss K made a claim on her DAS residential landlord’s policy for cover to evict a tenant and to receive a p... (3 pages)View decision -
Decision Reference DRN-3984914
10 Mar 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3984914 The complaint Mr S complains that HSBC UK Bank Plc will not refund all the money he lost when he fell victim to an investment scam. Mr S is bringing his complaint with the assistance of a claims management company. To make my decision easier to read, I refer only to Mr S. I do ... (5 pages)View decision -
Decision Reference DRN-4002145
10 Mar 2023 AWP P&C SA UpheldInsuranceDRN-4002145 The complaint Mrs F complains about the way AWP P&C SA has handled a claim she made on a travel insurance policy. What happened Mrs F held an annual travel insurance policy which she’d taken out through a broker. In January 2022, Mrs F was abroad in a country I’ll call U wh... (3 pages)View decision -
Decision Reference DRN-4014994
10 Mar 2023 Totemic Limited UpheldConsumer CreditDRN-4014994 The complaint Mrs V complains about mistakes made by Totemic Limited trading as PayPlan when trying to agree partial settlements with her creditors. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mrs V ... (3 pages)View decision
