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
-
Decision Reference DRN-5211141
23 Jan 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5211141 The complaint Mr T complains that National Westminster Bank Plc (“NatWest”) won’t refund money he lost when he fell victim to a scam. Mr T is being represented by a claims management company in this complaint. What happened In January 2021, Mr T invested in a company – Buy... (7 pages)View decision -
Decision Reference DRN-5123892
23 Jan 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5123892 The complaint Mr D has complained about a transfer of his Phoenix Life Limited personal pensions to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Gibraltar in July 2014. Mr D’s QROPS was subsequently used to invest in the Trafalgar Multi Asset Fund – a Cayman is... (10 pages)View decision -
Decision Reference DRN-5242715
23 Jan 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5242715 The complaint Mr R complains that Barclays Bank UK PLC failed to make reasonable adjustments by not sending him his mortgage offer and supporting documents in braille. Mr R says that as a result, he was unaware of the mortgage terms, and this impacted his ability to secure a... (5 pages)View decision -
Decision Reference DRN-5218040
23 Jan 2025 Paymentsense Limited Not upheldBanking and PaymentsDRN-5218040 The complaint This complaint is brought by Mr and Mrs J, who operate a business I will refer to as MHIC. Their complaint is that Paymentsense Limited trading as Dojo has unfairly processed a chargeback of £509.99 against their account. To settle the complaint, Mr and Mrs J ... (3 pages)View decision -
Decision Reference DRN-5240245
23 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5240245 The complaint Mr W is unhappy that HSBC UK Bank Plc allowed him to spend a large sum of money in a short space of time on gambling websites. What happened In September 2024, Mr W received a large sum of money into his HSBC bank account. Shortly afterwards, Mr W made a large ... (3 pages)View decision -
Decision Reference DRN-5266949
23 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5266949 The complaint Miss K complains that Monzo Bank Ltd hasn’t reimbursed her under the Contingent Reimbursement Model (“CRM”) code for payments she made due to a romance scam. What happened Miss K met someone online I’ll call ‘Z’ and from January 2023 was persuaded to send them ... (4 pages)View decision -
Decision Reference DRN-5239742
23 Jan 2025 Covea Insurance plc UpheldInsuranceDRN-5239742 The complaint Mr B complains about Covea Insurance plc’s handling of his car insurance claim. What happened Mr B had a car insurance policy with Covea, and in June 2023, he made a claim for theft of his car. In August 2023 the car was recovered and Covea deemed it a category... (2 pages)View decision -
Decision Reference DRN-5279162
23 Jan 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5279162 The complaint Mr and Mrs L’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (15 pages)View decision -
Decision Reference DRN-5200180
23 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5200180 The complaint Ms Y complains that National Westminster Bank Plc lent to her irresponsibly. What happened Ms Y had two current accounts with NatWest. Account 1 had a relatively small overdraft limit of up to £600 from November 2002. She repaid it in full and the limit was rem... (4 pages)View decision -
Decision Reference DRN-5238127
23 Jan 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5238127 The complaint Miss Q complains that Prepay Technologies Ltd (Prepay) frustrated her transactions and deducted the money from her account balance. She also complains about rude service. What happened Miss Q said she was advised by Prepay that its prepaid card could be used f... (3 pages)View decision
