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-3669416
8 Feb 2023 TSB Bank plc UpheldBanking and PaymentsDRN-3669416 The complaint Mr and Mrs P complain TSB Bank plc has not treated them fairly in a dispute they raised over a debit card payment for a timeshare exit service. What happened All parties to the complaint are familiar with the background so I will summarise what happened only brief... (3 pages)View decision -
Decision Reference DRN-3950151
8 Feb 2023 Fairmead Insurance Limited UpheldInsuranceDRN-3950151 The complaint Mr and Mrs B have complained about how Fairmead Insurance Limited handled a sickness claim that Mr B made on a mortgage payment protection insurance policy. What happened Mr B was off work due to having an operation in November 2019 and therefore made a claim on t... (3 pages)View decision -
Decision Reference DRN-3955250
8 Feb 2023 Rooftop Mortgages Limited UpheldMortgagesDRN-3955250 The complaint Mr M complains that Rooftop Mortgages Limited have treated him unfairly when he’s made overpayments to his mortgage. What happened Mr M has an interest only mortgage taken out in 2007. When the mortgage was first taken out, it was provided by another lender, Compa... (4 pages)View decision -
Decision Reference DRN-3953996
8 Feb 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3953996 The complaint Miss T complains that Barclays Bank UK PLC trading as Barclaycard (‘Barclaycard’) withdrew from a payment plan it had agreed with her. She doesn’t believe it’s treated her fairly. What happened I issued my provisional decision on this complaint and invited both pa... (5 pages)View decision -
Decision Reference DRN-3954585
8 Feb 2023 AXA PPP Healthcare Limited UpheldInsuranceDRN-3954585 The complaint Mr L complains about the decision by AXA PPP Healthcare Limited to turn down his private medical insurance claim. What happened Mr L holds private medical insurance cover with AXA. Mr L contacted AXA to obtain authorisation to see a cardiologist after being referr... (2 pages)View decision -
Decision Reference DRN-3813814
8 Feb 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3813814 The complaint Miss T is unhappy that Monzo Bank Ltd won’t refund payments she didn’t make. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving the reasons for my dec... (2 pages)View decision -
Decision Reference DRN-3777745
8 Feb 2023 Accelerant Insurance Limited UpheldInsuranceDRN-3777745 The complaint A limited company, which I’ll call O, has complained about the settlement provided for a claim under its restaurant insurance policy with Accelerant Insurance Limited. Mr D, as a director of O, has brought the complaint on its behalf. What happened In early March ... (8 pages)View decision -
Decision Reference DRN-3953073
8 Feb 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3953073 The complaint Mr C says Aviva Life & Pensions UK Limited (Aviva Life), trading as Colonial Mutual, gave him unsuitable advice in 1992 to take out a Free Standing Additional Voluntary Contributions (FSAVC) plan instead of informing him about the option to buy added years fro... (5 pages)View decision -
Decision Reference DRN-3817791
8 Feb 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3817791 The complaint Miss W is unhappy Monzo Bank Ltd won’t refund transactions she didn’t make. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving the reasons for my deci... (2 pages)View decision -
Decision Reference DRN-3860810
8 Feb 2023 PrePay Technologies Limited UpheldBanking and PaymentsDRN-3860810 The complaint Mr B complains that PrePay Technologies Limited reviewed and then closed his account without notice. What happened Mr B had an account with Monese, one of PrePay’s agents. In June 2021, Monese suspended Mr B’s account, and informed Mr B that it had done this in Au... (3 pages)View decision
