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 128312 results
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Decision Reference DRN-3731725
10 Jan 2023 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-3731725 The complaint Mr G is unhappy with The Royal Bank of Scotland Plc’s decision to block and close his account. He’s also unhappy about how long it took the bank to return the balance of his account to him. What happened Mr G had an account with RBS. In October 2020, RBS reviewed... (3 pages)View decision -
Decision Reference DRN-3709696
10 Jan 2023 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3709696 The complaint Mr H complains that Sainsbury’s Bank Plc (Sainsbury’s) hasn’t refunded the money he lost when he fell victim to a scam. What happened In 2020, Mr H was persuaded to invest in Bitcoin through a broker. He made a number of payments to this broker from a different fi... (3 pages)View decision -
Decision Reference DRN-3873564
10 Jan 2023 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3873564 The complaint Mr F complains that a conditional sale agreement he had for a car with Moneybarn No.1 Limited was unfairly terminated. What happened Mr F entered a conditional sale agreement for a used car with Moneybarn in February 2020. The purchase price was ... (3 pages)View decision -
Decision Reference DRN-3869396
10 Jan 2023 Ageas Insurance Limited UpheldInsuranceDRN-3869396 The complaint Mr P complains that Ageas Insurance Limited declined some parts of a claim he made under his home insurance policy. What happened Mr P has a home insurance policy underwritten by Ageas, which covers the contents of his home and his personal possessions. He made a ... (3 pages)View decision -
Decision Reference DRN-3594673
10 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3594673 The complaint Miss A complains that her bank Monzo Bank Ltd (“Monzo”) has refused to refund the money she has lost following her being the victim of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. I... (3 pages)View decision -
Decision Reference DRN-3861583
10 Jan 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3861583 The complaint Miss M has complained that Clydesdale Bank Plc trading as Virgin Money failed to update her address which resulted in her receiving late payment fees and adverse information being recorded on her credit file. What happened The details of the complaint are well kno... (3 pages)View decision -
Decision Reference DRN-3892158
10 Jan 2023 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-3892158 The complaint Mr F complains Capquest Debt Recovery Limited haven’t registered all the payments towards his debt they should have. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant elements of this... (4 pages)View decision -
Decision Reference DRN-3884808
10 Jan 2023 Lantern Debt Recovery Services Ltd UpheldConsumer CreditDRN-3884808 The complaint Mr A complains about Lantern Debt Recovery Services Ltd’s customer service regarding a debt before they took him to court. What happened My understanding is Mr A took out a loan with a company I’ll call P in 2012. Mr A wanted to complain the loan was unaffordable,... (3 pages)View decision -
Decision Reference DRN-3619305
10 Jan 2023 AXA Insurance UK Plc UpheldInsuranceDRN-3619305 The complaint Mr B and Ms S complain that AXA Insurance UK plc (‘AXA’) unfairly declined a claim for water damage under their home insurance policy. Both Mr B and Ms S are named policyholders on their AXA policy, so any claim or complaint is brought by them both. But for simpli... (3 pages)View decision -
Decision Reference DRN-3890370
10 Jan 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3890370 The complaint Mr H complained about poor service he received from Barclays Bank UK PLC after there were two disputed transactions on his Barclaycard credit card. What happened Mr H made a balance transfer to Barclaycard, which he paid off in around 2018, leaving a nil balance. ... (4 pages)View decision