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 119464 results
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Decision Reference DRN-4552218
24 Apr 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4552218 The complaint Mr D complains that his credit score has been impacted as a result of a late payment marker recorded by American Express Services Europe Limited (“AESEL”). What happened Mr D holds a Vitality American Express Credit Card. In April 2023 Mr D was a victim of fraud. ... (3 pages)View decision -
Decision Reference DRN-4691904
24 Apr 2024 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-4691904 The complaint Miss R complains about how her insurer, Chaucer Insurance Company Delegated Activity Company (Chaucer), dealt with a claim for damage to Miss R’s stock while being held in a facility operated by a storage firm (M). Chaucer use agents to administer the policy and t... (5 pages)View decision -
Decision Reference DRN-4761513
24 Apr 2024 Vitality Health Limited UpheldInsuranceDRN-4761513 The complaint Miss M has private medical insurance cover with Vitality Health Limited. She complains that Vitality made an error recording her activity points, and that this affected her credit card cashback. What happened Miss M has private medical insurance cover with Vitalit... (4 pages)View decision -
Decision Reference DRN-4741505
24 Apr 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4741505 The complaint Mr S complains about the consequences he suffered as a result of TSB Bank plc (TSB) declining two cheques that he issued. What happened In January 2023, Mr S wanted to open an executor account to enable him to look after and distribute the proceeds of his late fat... (4 pages)View decision -
Decision Reference DRN-4757734
24 Apr 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4757734 The complaint Mr F complains National Westminster Bank Plc (“NatWest”) won’t refund him for transactions he didn’t authorise and is unfairly holding him liable. He also complains NatWest should remove any adverse information its applied to his credit file, and that a member of ... (12 pages)View decision -
Decision Reference DRN-4758818
24 Apr 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4758818 The complaint Mr J complains about the service he received from Bank of Scotland plc, trading as Halifax, surrounding his request to add his wife to his account as a joint account holder. What happened Mr J and his wife wanted to open a joint current account with Halifax. But H... (3 pages)View decision -
Decision Reference DRN-4760540
24 Apr 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4760540 The complaint Mrs T says Vanquis Bank Limited irresponsibly lent to her. What happened Mrs T applied for a credit card from Vanquis in August 2023. Her application was accepted and Vanquis gave her a £1,200 credit limit. Mrs T says Vanquis did not complete sufficient checks. It... (3 pages)View decision -
Decision Reference DRN-4653894
24 Apr 2024 Watford Insurance Company Europe Limited UpheldInsuranceDRN-4653894 The complaint Mr O complains that Watford Insurance Company Europe Limited discriminated against him when it cancelled his motor insurance policy. Where I refer to Watford, this includes the actions of its agents and claims handlers for which it takes responsibility. What happe... (3 pages)View decision -
Decision Reference DRN-4760825
24 Apr 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4760825 The complaint Mr D has a self-invested personal pension (SIPP) with Options UK Personal Pensions LLP (‘Options’, formerly Carey Pensions UK LLP). Mr D transferred his existing personal pension to the SIPP to invest in a property-based investment scheme in Cape Verde and a corpo... (25 pages)View decision -
Decision Reference DRN-4760817
24 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4760817 The complaint Mr A complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded him the money he lost in a scam. What happened I’m not going to cover all the points raised in detail. The view of 30 November 2023 covered the details of Mr A’s testimony. But briefly Mr A says he was c... (6 pages)View decision
