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 370904 results
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Decision Reference DRN-5051784
28 Nov 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-5051784 The complaint Mr M and Miss S complain that the Early Repayment Charge (ERC) Barclays Bank UK PLC applied to their mortgage at redemption was unfairly excessive. What happened Mr M and Miss S had a mortgage with Barclays that was split into two accounts, each with different ... (2 pages)View decision -
Decision Reference DRN-4985333
28 Nov 2024 AXA PPP Healthcare Limited UpheldInsuranceDRN-4985333 The complaint Mr M is unhappy with the service he received from AXA PPP Healthcare Limited trading as AXA Health when he claimed on a private medical insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again he... (2 pages)View decision -
Decision Reference DRN-5176525
28 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5176525 The complaint X complains that Monzo Bank Ltd blocked and then closed his account with it. Monzo also delayed returning funds to him. What happened X held an account with Monzo. On 8 March 2024 Monzo wrote to X to tell him that it would be closing his account with effect fro... (2 pages)View decision -
Decision Reference DRN-4556328
28 Nov 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4556328 The complaint Mr V complains that Wise Payments Limited won’t refund money he lost when he was a victim of a scam. Mr V is represented by a firm that I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to ... (8 pages)View decision -
Decision Reference DRN-4858486
28 Nov 2024 Rathbones Investment Management Limited Not upheldInvestmentsDRN-4858486 The complaint Mrs T complains about Rathbones Investment Management Limited (RIML). She’s unhappy with their lack of contact which has resulted in her portfolio losing value. What happened Mrs T became a discretionary client of RIML in 2015. She was assessed as having a medi... (4 pages)View decision -
Decision Reference DRN-5136130
28 Nov 2024 Holiday Extras Cover Limited Not upheldInsuranceDRN-5136130 The complaint Mr T has complained that Holiday Extras Cover Limited hasn’t offered him any financial compensation after upholding a complaint he made about poor service he received when trying to renew a travel insurance policy. What happened Mr T rang Holiday Extras to ren... (2 pages)View decision -
Decision Reference DRN-4819375
28 Nov 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4819375 The complaint Ms M complains that Wise Payments Limited won’t refund the money she lost after falling victim to a scam. What happened Ms M is represented in this complaint by a claims management company, for simplicity I will refer to Ms M throughout this decision, even whe... (3 pages)View decision -
Decision Reference DRN-4918553
28 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4918553 The complaint Mrs C complains that Santander UK Plc will not refund the money she says she lost to two investment scams. Mrs C is represented by a solicitor. But for simplicity I will refer to Mrs C throughout this decision, even when referencing what her solicitors have sa... (4 pages)View decision -
Decision Reference DRN-5125708
28 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5125708 The complaint Mrs E complains that Barclays UK PLC didn’t protect her from an investment scam. Mrs E is being supported in making her complaint by a representative. But for ease, I’ll only refer to Mrs E in this decision. What happened Mrs E says that in 2018 she took redund... (5 pages)View decision -
Decision Reference DRN-5167772
28 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5167772 The complaint Mr M and Miss S complain that Barclays Bank UK Plc has not refunded the money they lost to what they believe was fraud. What happened Mr M had been involved in a court case, which led to him allegedly owing a debt. Mr M disputed that this debt was owed and was... (4 pages)View decision
