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 371485 results
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Decision Reference DRN-5096592
11 Nov 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5096592 The complaint Mrs S would like Clydesdale Bank Plc trading as ‘Virgin Money’ to pay more compensation to reflect delays she experienced and poor service it provided during the process of transferring her ISA* from another financial services business (whom I’ll call ‘B’ to ke... (4 pages)View decision -
Decision Reference DRN-4884903
11 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4884903 The complaint Mr R complains that Barclays Bank UK PLC’s actions have allowed him to become a victim of fraud. He’s also unhappy that he’s not been able to access his account for years and that it’s now been closed. What happened Mr R used to live in the UK and says he’s had... (2 pages)View decision -
Decision Reference DRN-5025463
11 Nov 2024 Zurich Assurance Ltd UpheldInsuranceDRN-5025463 The complaint Mrs D as trustee of the M Trust complained about Zurich Assurance Ltd (Zurich). She said Zurich delayed payment of her with profits life assurance policy. Mrs D would like Zurich to pay compensation for the loss she said she has incurred along with a payment f... (3 pages)View decision -
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
