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-3447154
6 Jul 2022 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3447154 The complaint Mr L complained about problems he had with Sainsbury’s Bank Plc when he disputed a number of fraudulent transactions. What happened In June 2018, a number of online transactions were made on Mr L’s Sainsbury’s credit card. He reported to Sainsbury’s ... (6 pages)View decision -
Decision Reference DRN-3568296
6 Jul 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3568296 The complaint X complains about how Royal & Sun Alliance Insurance Limited (RSA) handled a claim under his home insurance policy. When I mention RSA, I also mean its suppliers and repairers. What happened X has a home insurance policy with RSA covering his home buildings an... (5 pages)View decision -
Decision Reference DRN-3572705
6 Jul 2022 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-3572705 The complaint Mrs O complains that The Royal Bank of Scotland Plc (“RBS”) gave incorrect information when transferring a large sum of money. What happened Mrs O contacted RBS to transfer £45,000 to a solicitors for a house purchase. She was advised to fax the instruction to mak... (2 pages)View decision -
Decision Reference DRN-3581769
6 Jul 2022 Fairmead Insurance Limited UpheldInsuranceDRN-3581769 The complaint Mr and Mrs C are unhappy with Fairmead Insurance Limited’s (Fairmead) handling of a subsidence claim made under their home insurance policy. What happened In January 2020 Mr and Mrs C noticed their porch had started to sink and the roof was leaking. They reported ... (9 pages)View decision -
Decision Reference DRN-3581825
6 Jul 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3581825 The complaint Mr C complains that Monzo Bank Limited won’t refund an unsuccessful cash machine withdrawal that debited his account but didn’t dispense all the cash he requested. What happened On 5 September 2021, Mr C attempted to withdraw £100 from a cash machine using his Mon... (2 pages)View decision -
Decision Reference DRN-3576492
6 Jul 2022 HDI Global Specialty SE UpheldInsuranceDRN-3576492 The complaint Mrs M’s complaint is about the refusal of a claim under her pet insurance policy with HDI Global Specialty SE. What happened I issued a provisional decision on this matter in May 2022, the main part of which is copied below: “Mrs M took a ‘lifetime’ pet insurance ... (5 pages)View decision -
Decision Reference DRN-3254162
6 Jul 2022 PayPal (Europe) Sarl et Cie SCA UpheldConsumer CreditDRN-3254162 The complaint Ms M is unhappy with how PayPal (Europe) Sarl et Cie SCA have dealt with a transaction she made through it. What happened Ms M has explained that she purchased a tumble dryer, priced at £294.97, online on 30 September 2021. She explained that when purchasing the i... (3 pages)View decision -
Decision Reference DRN-3491643
6 Jul 2022 Barclays Bank UK PLC UpheldConsumer CreditDRN-3491643 The complaint Miss W complains that Barclays Bank UK PLC lent to her irresponsibly. She says they should have looked at her financial circumstances in more detail before agreeing to the loan as she couldn’t afford it. What happened Miss W applied in branch for a loan of £12,00... (3 pages)View decision -
Decision Reference DRN-3425677
6 Jul 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3425677 The complaint Mr and Mrs K dispute four transactions which were carried out on their account. They say Lloyds Bank PLC (Lloyds) should refund the transactions and compensate them for the distress they have experienced as a result of Lloyds’ investigation into their complaint. B... (3 pages)View decision -
Decision Reference DRN-3576993
6 Jul 2022 Gain Capital UK Limited UpheldInvestmentsDRN-3576993 The complaint Mr K complains that Gain Capital UK Limited didn’t allow him to take any action on the long position in US Oil he opened on 20 April 2020. What happened On 20 April 2020 Mr K opened a long position in US Oil for the May 2020 futures contract at 19.02 UK time. The ... (7 pages)View decision
