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 119142 results
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Decision Reference DRN-3594632
14 Jul 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3594632 The complaint Mr S is unhappy because Monzo Bank Ltd (Monzo) did not reimburse the money he transferred to a fraudster. What happened What Mr S says Mr S says that on 3 June 2020 he provided details of his account with another bank in response to an email he thought he’d receiv... (7 pages)View decision -
Decision Reference DRN-3545746
13 Jul 2022 TenetConnect Limited UpheldInvestmentsDRN-3545746 The complaint Mrs S complains about TenetConnect Limited (TC) following her instruction to disinvest £100,000 from her investment portfolio. What happened TC was Mrs S’s independent financial adviser (IFA). Mrs S held an investment portfolio with a third-party provider, from wh... (4 pages)View decision -
Decision Reference DRN-3475699
13 Jul 2022 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3475699 The complaint Mr C is unhappy with the £100 compensation Sainsbury’s Bank Plc offered after an error caused the late application of his credit card payment. What happened Mr C made a payment online on 19 September 2021 from his building society account to his Sainsbury’s credit... (2 pages)View decision -
Decision Reference DRN-3565896
13 Jul 2022 Markerstudy Insurance Company Limited UpheldInsuranceDRN-3565896 The complaint Mr F complains that Markerstudy Insurance Company Limited is responsible for poor service in connection with a claim on his motor insurance policy. Where I refer to Markerstudy, I refer to the above-named insurance company and I include employees and others insofa... (2 pages)View decision -
Decision Reference DRN-3593811
13 Jul 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3593811 The complaint Ms S complains that Royal & Sun Alliance Insurance Limited (RSA) failed to deal with her building insurance claim properly, following an escape of water at her home. She also complains RSA’s contractors negligently caused further damage to her home and content... (33 pages)View decision -
Decision Reference DRN-3492825
13 Jul 2022 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-3492825 The complaint Mr D is a sole trader. He complains that National Westminster Bank Plc (“NatWest”) unfairly declined his applications for a new account, which in turn meant he couldn’t apply to the bank for a Bounce Back Loan. What happened Mr D was an existing personal customer ... (3 pages)View decision -
Decision Reference DRN-3593677
13 Jul 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3593677 The complaint Mr P complains that HSBC Bank Plc (HSBC) failed to give him sufficient notice in line with the account terms and conditions when closing his credit card account. What happened Mr P contacted HSBC in 2019 to tell them he’d lost his job and was struggling financiall... (3 pages)View decision -
Decision Reference DRN-3569844
13 Jul 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3569844 The complaint Miss P has complained that Lloyds Bank PLC (“Lloyds”) acted irresponsibly by increasing her overdraft limit when she was in financial difficulty. What happened Miss P complained to Lloyds that it acted irresponsibly by allowing her to increase her overdraft limit ... (3 pages)View decision -
Decision Reference DRN-3580738
13 Jul 2022 QIC Europe Ltd UpheldInsuranceDRN-3580738 The complaint Mrs M and Mr M complain about the way QIC Europe Ltd handled a flood claim against their buildings insurance policy. What happened The background to the complaint is known to all parties so I won’t repeat it in detail here. In my decision I’ll mainly focus on givi... (6 pages)View decision -
Decision Reference DRN-3589852
13 Jul 2022 Capital One (Europe) plc UpheldBanking and PaymentsDRN-3589852 The complaint Mr P has complained he took out a credit card with Capital One which he couldn’t afford, and it subsequently defaulted. Since that, Capital One have lent him a further two credit cards. He feels this has trapped him in a cycle of debt which he couldn’t afford. Wha... (5 pages)View decision
