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 364862 results
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Decision Reference DRN-4887292
7 Oct 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4887292 The complaint Mr H complains TSB Bank Plc treated him unfairly when it refused to accept a cheque made out to him, using its cheque deposit service on his banking app. What happened A summary of what happened is below: Mr H tried paying a cheque into his TSB account using hi... (2 pages)View decision -
Decision Reference DRN-5009898
7 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5009898 The complaint Mr F has complained Santander UK plc did nothing to help when he ended up paying a fraudster for a holiday booking. What happened In 2024, Mr F was the victim of a scam. He was looking to book a villa holiday and after finding something, he was contacted to sug... (2 pages)View decision -
Decision Reference DRN-5064497
7 Oct 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5064497 The complaint Mr & Mrs A complain about how Admiral Insurance (Gibraltar) Limited (“Admiral”) assessed their car’s value when it was written off in a claim under their car insurance policy. What happened Mr & Mrs A had a motor insurance policy with Admiral covering t... (4 pages)View decision -
Decision Reference DRN-4802953
7 Oct 2024 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-4802953 The complaint Miss P complains that Shop Direct Finance Company Limited trading as Very irresponsibly granted her a running credit account and increased her limit on the account several times without her consent. Miss P says she couldn’t afford it. What happened Very agreed... (3 pages)View decision -
Decision Reference DRN-5006970
7 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5006970 The complaint Mr W has complained HSBC UK Bank plc won’t remove a fraud-related marker they’ve lodged in his name. What happened Mr W made an application for a small business loan but found this was hampered because of adverse fraud-related data held about him. He discovered... (2 pages)View decision -
Decision Reference DRN-5064951
7 Oct 2024 Bank of Scotland Plc Not upheldMortgagesDRN-5064951 The complaint This complaint’s about a mortgage Mr N holds with Bank of Scotland plc trading as Halifax. He’s unhappy that when he approached Halifax during a period of financial difficulties in April 2021, the business refused his request for a payment holiday. Instead, he ... (2 pages)View decision -
Decision Reference DRN-5064544
7 Oct 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-5064544 The complaint Mr M complains that after he made a claim on his motor insurance policy Marshmallow Insurance Limited (Marshmallow) unfairly said he had to accept it as his fault. He further complains his claim was then cancelled. There are several parties and representatives... (4 pages)View decision -
Decision Reference DRN-5052208
7 Oct 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5052208 The complaint Mr A’s complaint is about the way he was treated by Barclays Bank UK PLC when he wanted to dispute a number of payments to an online retailer made on his debit card. What happened I made a provisional decision on this complaint on 20 September 2024. A copy of t... (8 pages)View decision -
Decision Reference DRN-4998767
7 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4998767 The complaint Mr R has complained Monzo Bank Ltd did nothing to help when he ended up paying a fraudster for a holiday. What happened At the end of 2023 into 2024, Mr R was the victim of a scam. He was looking to book an overseas holiday and googled to find his normal travel... (3 pages)View decision -
Decision Reference DRN-3190487
7 Oct 2024 ReAssure Limited Not upheldPensions and AnnuitiesDRN-3190487 The complaint Mr D has complained, with the help of a professional third party, about the transfer of his ReAssure Limited (‘ReAssure’) personal pension to a small self-administered scheme (“SSAS”) in August 2014. Mr D’s SSAS was subsequently used to invest in an overseas pr... (12 pages)View decision
