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-4742946
23 Apr 2024 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4742946 The complaint Mr G has complained that Advanced Payment Solutions Limited, trading as Cashplus Bank (‘Cashplus’) didn’t update his address or mobile number on his account. When he told them of this, and complained, he received no response. What happened Mr G has an account with... (2 pages)View decision -
Decision Reference DRN-4757523
23 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4757523 The complaint Mr S complains that Monzo Bank Ltd (“Monzo”) failed to repeatedly cancel card payments. What happened Mr S used a third-party finance provider to pay a bill related to the service of his car. I’ll refer to the finance provider as P and the car service merchant as ... (5 pages)View decision -
Decision Reference DRN-4756815
23 Apr 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4756815 The complaint Mr and Mrs Q complain because Inter Partner Assistance SA (‘IPA’) hasn’t paid a claim under their travel insurance policy. What happened Mr and Mrs Q are insured under a single trip ‘Super Plus’ policy, provided by IPA. Mr and Mrs Q were due to travel abroad but t... (3 pages)View decision -
Decision Reference DRN-4689841
23 Apr 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4689841 The complaint Mr R complains that TSB Bank plc have been unable to retrieve funds he sent to a wrong account. Mr R is also unhappy that TSB closed his accounts and the service he received. What happened Mr R had a current account and savings account with TSB. In September 2023,... (5 pages)View decision -
Decision Reference DRN-4756719
22 Apr 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4756719 The complaint Mr and Mrs W complain that National Savings and Investments (NS&I) incorrectly returned two payments they made. Mr and Mrs W also complain about the information and service provided by NS&I. What happened The background to this complaint and my initial con... (4 pages)View decision -
Decision Reference DRN-4757165
22 Apr 2024 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4757165 The complaint Mrs O has complained about the way AA Underwriting Insurance Company Limited (AAUW) handled her claim under her After The Event (ATE) insurance policy. What happened Mrs O’s car was damaged in an accident when another vehicle hit the rear passenger side. She conta... (3 pages)View decision -
Decision Reference DRN-4557740
22 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4557740 The complaint Mrs M complains that Barclays Bank UK PLC trading as Barclaycard recorded a default on her credit file. She’s also unhappy about the customer service she received when she contacted the bank. What happened Mrs M held a credit card account with Barclaycard. She mis... (3 pages)View decision -
Decision Reference DRN-4756398
22 Apr 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4756398 The complaint Mr B complains Revolut Ltd (“Revolut”) blocked and later closed his personal account without explanation. Mr B says this has led to him being forced to liquidate crypto assets which would lead to a substantive financial loss. Mr B says this matter has caused him d... (6 pages)View decision -
Decision Reference DRN-4690420
22 Apr 2024 esure Insurance Limited UpheldInsuranceDRN-4690420 The complaint Ms D has complained that esure Insurance Limited (‘esure’) declined a claim for water damage to her property under a home insurance policy. What happened Ms D became aware of a leak at her home in August 2023 when water started coming through the hallway lights. S... (4 pages)View decision -
Decision Reference DRN-4742717
22 Apr 2024 Mortgage and Financial Consultancy Limited UpheldMortgagesDRN-4742717 The complaint Ms D complains that she paid Mortgage and Financial Consultancy Limited (“MFCL”) a fee of £995 for advice, but she says when her plans changed and she realised she wouldn’t need a mortgage after all, MFCL refused to return her payment. What happened Ms D said in M... (6 pages)View decision
