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 4269 results
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Decision Reference DRN-3009200
24 Aug 2021 Bothwell Bridge Associates Ltd Not upheldInsuranceDRN-3009200 The complaint Mr M complains on behalf of his business, M, about poor and incorrect advice from M’s insurance broker Bothwell Bridge Associates Limited (BBA), leading to inadequate cover. What happened I set out the background to M’s complaint in my Provisional Decision and her... (4 pages)View decision -
Decision Reference DRN1068026
2 May 2019 Amtrust International Underwriters DAC Not upheldPayment protection insurance (PPI)Mrs F has complained that Amtrust International Underwriters DAC mis-handled the claim that she made on her mortgage payment protection insurance policy.backgroundI’ve attached a copy of my provisional decision from March 2019 which forms part of this final decision. In ... (4 pages)View decision -
Decision Reference DRN-2483038
7 Jan 2021 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-2483038 The complaint Mr A is unhappy BMW Financial Services (GB) Limited (BMWFS) has supplied him with a car which he believes wasn’t of satisfactory quality. He also complains he was mis-led about the car’s fuel consumption. What happened In May 2019, Mr A acquired a brand-new car w... (5 pages)View decision -
Decision Reference DRN-3356768
17 Mar 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3356768 The complaint Ms J is unhappy that Bank of Scotland plc trading as Halifax won’t refund debit card payments she made to a dating agency she says is operating a scam. What happened The detailed background to this complaint is well known to both parties, so I’ll provide only an o... (4 pages)View decision -
Decision Reference DRN-3226380
23 Dec 2021 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3226380 The complaint Mr B complains that he was allowed to set up an account with PayPal (Europe) Sarl et Cie SCA even though he was underage. And he also complains that a payment then made to him through PayPal was never received. Mr B has been supported in bringing this complaint by... (4 pages)View decision -
Decision Reference DRN-3847535
7 Feb 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3847535 The complaint Mr A complains that Monzo Bank Ltd registered a marker at CIFAS, the national fraud database, when it closed his account. What happened Mr A says he has no knowledge of any fraudulent use of his account in January 2021. And that he found out about the marker when ... (4 pages)View decision -
Decision Reference DRN-3615165
30 Aug 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3615165 The complaint Miss G is unhappy because Monzo Bank Ltd (‘Monzo’) did not reimburse the money she transferred to a fraudster. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, in June 2020 Miss G was approac... (5 pages)View decision -
Decision Reference DRN-5252921
11 Mar 2025 ALGBRA GROUP LIMITED Not upheldBanking and PaymentsDRN-5252921 The complaint Mr A complains that Algbra Group Limited unfairly closed his account and returned the funds in it to source. What happened Around April last year, Algbra notifed Mr A that it would be closing his account. Algbra also returned around £3,400 from the account to s... (4 pages)View decision -
Decision Reference DRN-5210342
30 Jan 2025 U K Insurance Limited Not upheldInsuranceDRN-5210342 The complaint Mr J (senior) and Mr J (junior) complain about how the roadside assistance service they had as part of their motor insurance with U K Insurance Limited trading as Churchill (UKI) dealt with a breakdown. References to UKI include other organisations and individu... (4 pages)View decision -
Decision Reference DRN-4793930
4 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4793930 The complaint Mrs S complains that Bank of Scotland Plc trading as Halifax (Halifax) won’t refund the money she lost to a scam. Mrs S has used a professional representative to bring this complaint to our service and they have made submissions on her behalf. For consistency,... (4 pages)View decision
