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 375868 results
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Decision Reference DRN-5197747
23 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5197747 The complaint Mr B complained that Aviva Insurance Limited (“Aviva”) unfairly declined his claim for damage caused by a water leak. Aviva were providing a home insurance policy. What happened Mr B made a claim when he spotted a leak coming from under his shower. As Mr B had ... (2 pages)View decision -
Decision Reference DRN-5110301
23 Jan 2025 Mattioli Woods Limited Not upheldPensions and AnnuitiesDRN-5110301 The complaint Ms B and Mr B complain that Mattioli Woods Limited (MW) unfairly settled the death benefits under their late father’s pension plan. Ms B and Mr B are represented in their complaint. But I’ll only refer to them in my decision. What happened In September 2013 the... (6 pages)View decision -
Decision Reference DRN-5216208
23 Jan 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5216208 The complaint Mr B complains that HSBC UK Bank Plc gave him incomplete information when it responded to his Subject Access Request (SAR). What happened Mr B says HSBC responded to his SAR on 3 January 2024, but did not include communications between itself and credit refere... (2 pages)View decision -
Decision Reference DRN-5214856
23 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5214856 The complaint Mr O, helped by a representative, complained because Barclays Bank PLC refused to refund him for transactions he said he didn’t authorise. What happened Mr O opened a Barclays account on 15 August 2017, during a short stay in the UK. There were transactions ov... (6 pages)View decision -
Decision Reference DRN-4996866
23 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4996866 The complaint Mr R is unhappy that Monzo Bank Ltd won’t reimburse him a payment that he made to a merchant for a service he didn’t receive. What happened Mr R made a payment of £1,877.92 to a gambling company from his Monzo account. Mr R didn’t receive any form of service fr... (3 pages)View decision -
Decision Reference DRN-5237087
23 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5237087 The complaint Ms T complains that Barclays Bank UK PLC failed to take appropriate action to prevent her from losing money when she says she fell victim to an authorised push payment investment scam. What happened Ms T is represented in her complaint by a firm of solicitors b... (3 pages)View decision -
Decision Reference DRN-5188998
23 Jan 2025 Barclays Bank UK PLC Not upheldInsuranceDRN-5188998 The complaint Mrs W complains that Barclays Bank UK PLC mis-sold her an income protection policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for my decision. What I’... (2 pages)View decision -
Decision Reference DRN-5282926
23 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5282926 The complaint Mr and Mrs K are unhappy that Santander UK Plc have refused to reimburse them for transactions they didn’t make. What happened In February 2024, Mr K’s wallet was stolen during a bus journey which held Mrs K’s Santander bank card for their joint account. Short... (3 pages)View decision -
Decision Reference DRN-5173544
23 Jan 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5173544 The complaint Mr and Mrs S complain that Lloyds Bank PLC (“Lloyds”) won’t refund the money they lost when they fell victim to a scam. What happened With Mr S having previously invested in a company called Buy2let/Raedex Consortium Ltd – “R”, Mr and Mrs S made a further inves... (7 pages)View decision -
Decision Reference DRN-5213610
23 Jan 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5213610 The complaint Mr M, who is represented by a third party, complains that Moneybarn No.1 Limited, trading as Moneybarn (‘Moneybarn’) irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In January 2016, Mr M acquired a used car fin... (4 pages)View decision
