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 367300 results
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Decision Reference DRN-5137772
11 Nov 2024 Bluedrop Services (NW) Limited UpheldInsuranceDRN-5137772 The complaint D and Mr R have complained that Bluedrop Services (NW) Limited failed to tell them that D’s shop insurance policy had been cancelled and as a result a claim was not paid. What happened In June 2023 D took out a policy though Bluedrop, its broker, to cover its ... (4 pages)View decision -
Decision Reference DRN-5102355
11 Nov 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5102355 The complaint Miss A complains that Nationwide Building Society (“Nationwide”) replaced her debit card without out her authorisation and failed to provide a proper explanation for its replacement. Miss A believes there has been a breach of her personal data by Nationwide sta... (3 pages)View decision -
Decision Reference DRN-4846815
11 Nov 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4846815 The complaint Mr C complains that The Co-operative Bank Plc (‘The Co-op’) hasn’t reimbursed the money he lost to a scam. What’s happened? Late in the evening on 22 November 2015, Mr C paid £3,000 to a new beneficiary. The payment was made to a scam and Mr C is unhappy that T... (2 pages)View decision -
Decision Reference DRN-4962081
11 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4962081 The complaint Mr M complains Monzo Bank Ltd registered a fraud marker at Cifas, the national fraud database. He doesn’t think it’s done so fairly. What happened Mr M held an account with Monzo. On 20 June and 8 July 2023, the account received was payments of £220 and £290 r... (3 pages)View decision -
Decision Reference DRN-5102521
11 Nov 2024 Plata Finance Limited Not upheldConsumer CreditDRN-5102521 The complaint Mr H says Plata Finance Limited irresponsibly lent to him. What happened Mr H took out a £10,000 loan over 60 months from Plata on 25 March 2024. The monthly repayments were £232.53 and the total repayable was £13,951.62. Mr H says he took out a loan from Pla... (3 pages)View decision -
Decision Reference DRN-5108669
11 Nov 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5108669 The complaint Ms T complains that The Co-operative Bank Plc (“Co-op”) failed to cancel a £5,000 cheque payment and wrongly informed her it had done this. She says as a result she is out of pocket and wants to be compensated. What happened On 29 December 2023 Co-op’s fraud te... (3 pages)View decision -
Decision Reference DRN-4897061
11 Nov 2024 Zurich Insurance PLC Not upheldInsuranceDRN-4897061 The complaint Ms Y complains that Zurich Insurance PLC has made an unfair claim decision when considering a claim made on the property’s buildings insurance. What happened Ms Y believes damage which has been identified in a rental property she owns should be covered under th... (3 pages)View decision -
Decision Reference DRN-5076748
11 Nov 2024 Scottish Friendly Assurance Society Limited UpheldPensions and AnnuitiesDRN-5076748 The complaint Mr S complains about Scottish Friendly Assurance Society Limited. He’s unhappy Scottish Friendly provided him with incorrect information about the value of his pension. What happened Between February 2020 and September 2021, Scottish Friendly sent Mr S and his... (4 pages)View decision -
Decision Reference DRN-4994297
11 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4994297 The complaint Mr K complains Barclays Bank UK PLC registered a fraud marker at Cifas, the national fraud database. He doesn’t think it’s done so fairly. What happened A summary of what happened is below. Mr K held an account with Barclays. On 11 April 2024, the account rece... (3 pages)View decision -
Decision Reference DRN-5020954
11 Nov 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInvestmentsDRN-5020954 The complaint Mrs H and Mr H complained about The National Farmers’ Union Mutual Insurance Society (NFU). They said they were given unsuitable advice from NFU about investing in one of its managed funds within stocks and shares ISAs and additionally, in a joint select invest... (6 pages)View decision
