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 120614 results
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Decision Reference DRN-3629293
26 Sep 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3629293 The complaint Ms G complains that Barclays Bank UK PLC closed her bank account and recorded a default with credit reference agencies. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Ms G held a Barclay... (5 pages)View decision -
Decision Reference DRN-3597000
26 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3597000 The complaint Mr G has complained Monzo Bank Ltd won’t refund him for transactions he didn’t make after his debit card was stolen. What happened Whilst Mr G was abroad early in 2022 he had his phone stolen along with cards and his driving license. He reported this to the police... (3 pages)View decision -
Decision Reference DRN-3714509
26 Sep 2022 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-3714509 The complaint Mr R complained that Scottish Widows Limited (SW) gave him incorrect information about opting out of his employer’s pension scheme. What happened Mr R said that in early April 2021 he received a welcome pack from SW for his workplace pension. He didn’t want to par... (3 pages)View decision -
Decision Reference DRN-3707554
26 Sep 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3707554 The complaint Miss M is unhappy Great Lakes Insurance SE is pursuing her for amounts it paid out under a rent deposit guarantee policy. All references to Great Lakes include its agents and claims handlers. What happened Great Lakes is the underwriter of a rent deposit guarantee... (3 pages)View decision -
Decision Reference DRN-3693574
26 Sep 2022 Morses Club PLC UpheldConsumer CreditDRN-3693574 The complaint Mrs K, through her representative, says that Morses Club PLC lent to her when she could not afford to repay the loans. What happened Using information from Mrs K and from Morses, the loan table I have set out below has five loans on it. But Morses provided us with... (5 pages)View decision -
Decision Reference DRN-3704143
26 Sep 2022 AWP P&C SA UpheldInsuranceDRN-3704143 The complaint Mrs K has complained about the service she received when she contacted AWP P&C SA (AWP) under a Home Emergency policy she holds with Mr K. What happened In October 2021 Mrs K asked for assistance under her Home Emergency plan with AWP. A contractor attended an... (3 pages)View decision -
Decision Reference DRN-3660795
26 Sep 2022 U K Insurance Limited UpheldInsuranceDRN-3660795 The complaint Ms P and Mr T are unhappy with the way in which U K Insurance Limited settled a claim on their travel insurance policy. What happened In March 2020 Ms P and Mr T were travelling to a country I’ll refer to as ‘S’. They were travelling via another country I’ll refer... (2 pages)View decision -
Decision Reference DRN-3719190
25 Sep 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3719190 The complaint Ms F complains that Santander UK Plc have withdrawn money from her account which she credited. What happened In September 2021, Ms F went to a Santander branch. She says she had £1000 worth of old £50 notes and wanted to exchange them for new ones; but the cashier... (2 pages)View decision -
Decision Reference DRN-3686015
25 Sep 2022 Mars Capital Finance Limited UpheldMortgagesDRN-3686015 The complaint Mr and Mrs F complained that there would be a balance remaining on a secured loan account they held with Mars Capital Finance Limited at the end of the loan term. What happened Mr and Mrs F took out this secured loan in March 2007 over a 15-year term. The loan was... (3 pages)View decision -
Decision Reference DRN-3701738
25 Sep 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3701738 The complaint Ms B complains that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined a subsidence claim she made under her home insurance policy. All references to RSA in this decision include its appointed agents. What happened In September 2020, Ms B made a ... (3 pages)View decision
