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-4699305
19 Apr 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4699305 The complaint Mr D complains about the actions of The Royal Bank of Scotland Plc (RBS) when he lost money to a scam. Mr D is being represented by a claims management company but for ease of reading I’ll only refer to Mr D in the decision. What happened The detailed background t... (4 pages)View decision -
Decision Reference DRN-4714201
19 Apr 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4714201 The complaint Mr N complains American Express Services Europe Limited (AESEL) have discriminated against him, on the grounds of disability, when they declined his application for a credit card. What happened In late March 2023, Mr N completed AESEL’s eligibility checker for a c... (4 pages)View decision -
Decision Reference DRN-4743997
19 Apr 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4743997 The complaint Mr P complains about how HSBC UK Bank Plc handled a payment dispute he brought to it. What happened The parties are familiar with the background facts of this case so I will summarise these briefly. It reflects my informal remit. Mr P bought an item from a retaile... (4 pages)View decision -
Decision Reference DRN-4752136
19 Apr 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4752136 The complaint Mr and Mrs L, represented by their daughter, Ms L, have complained about their property insurer Royal & Sun Alliance Insurance Limited (RSA), regarding a subsidence claim. What happened Mr and Mrs L made a claim to RSA in October 2021 when they noticed cracks ... (5 pages)View decision -
Decision Reference DRN-4715825
19 Apr 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4715825 The complaint Mrs D says Clydesdale Bank Plc, trading as Virgin Money, irresponsibly lent to her. What happened Mrs D applied for a credit card from Virgin Money in February 2019. She was given a limit of £4,300. She says Virgin Money did not complete enough checks, she had lot... (3 pages)View decision -
Decision Reference DRN-4508424
19 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4508424 The complaint Miss M complains that Monzo Bank Ltd did not refund a series of payments she lost to a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them again in detail here. In summary, Miss M met an individual I’ll call X w... (5 pages)View decision -
Decision Reference DRN-4717671
19 Apr 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4717671 The complaint Mr D1 complains on behalf of Mr D that Starling Bank Limited declined Mr D's application for a current account. What happened In September 2023, Mr D applied to Starling to open a personal current account. Mr D1 had applied for an account earlier on the same ... (2 pages)View decision -
Decision Reference DRN-4625163
19 Apr 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4625163 The complaint Mr B1, Mrs B and their two sons (Mr B2 and Mr B3) are unhappy that Inter Partner Assistance SA (‘IPA’) declined a claim made under their travel insurance policy (‘the policy’). All references to IPA include its assistance team. And because this complaint relates t... (6 pages)View decision -
Decision Reference DRN-4491206
19 Apr 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4491206 The complaint Mr A complains that Admiral Insurance (Gibraltar) Limited has caused significant delays in progressing a claim under his landlord insurance policy. What happened In November 2022, Mr A made a claim under his landlord insurance policy for malicious damage caused wh... (3 pages)View decision -
Decision Reference DRN-4742635
19 Apr 2024 Zopa Bank Limited UpheldBanking and PaymentsDRN-4742635 The complaint Mr K complains that ZOPA Bank Limited (“Zopa”) failed to refund a transaction he didn’t recognise. What happened What Mr K says Mr K noticed a cash withdrawal had been made using his Zopa credit card that he hadn’t made himself. He reported this to Zopa a few days... (5 pages)View decision
