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 361839 results
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Decision Reference DRN-4698296
17 May 2024 U K Insurance Limited Not upheldInsuranceDRN-4698296 The complaint Mrs A has complained about U K Insurance Limited’s (trading as Sainsbury’s Premier Cover Home Insurance, who I will refer to as ‘UKI’) decision to decline a claim she made on her home insurance policy for damage to her property caused by a storm. What happened Mrs... (2 pages)View decision -
Decision Reference DRN-4785431
17 May 2024 Ikano Bank AB (publ) UpheldConsumer CreditDRN-4785431 The complaint Mrs R is unhappy with Ikano Bank AB (publ) (Ikano’s) response to a claim she made under s.75 of the Consumer Credit Act 1974 (the ‘CCA’) and to an unfair relationship she claims to have with it taking account s.140A of the CCA. What happened On 13 May 2015 Mrs R e... (6 pages)View decision -
Decision Reference DRN-4663871
17 May 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4663871 The complaint Mr A complains that Advantage Insurance Company Limited (“Advantage”) has lost his property during its handling of a motor insurance claim. Any reference to Advantage includes any agents that it is responsible for unless specified. What happened The background of ... (3 pages)View decision -
Decision Reference DRN-4609379
17 May 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4609379 The complaint Mr K complains that American Express Services Europe Limited (AESEL) didn’t provide him with reasonable support when he experienced financial difficulties. He wants compensation for the stress he has been caused by AESEL not helping him. What happened Mr K lost hi... (3 pages)View decision -
Decision Reference DRN-4803357
17 May 2024 Western Union Payment Services GB Limited UpheldBanking and PaymentsDRN-4803357 The complaint Mr G complains that Western Union Payment Services GB Limited (“Western Union”) delayed in returning funds to him after a transfer failed, causing him detriment. What happened In November, Mr G transferred some money to Western Union for onward transfer to an acco... (3 pages)View decision -
Decision Reference DRN-4675826
17 May 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4675826 The complaint Ms A complains that TSB Bank plc closed her current account and didn’t communicate to her the consequences of not clearing her overdraft balance, including registering a default. What happened Ms A had a current account with TSB since April 2021. She had an overdr... (3 pages)View decision -
Decision Reference DRN-4725788
17 May 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4725788 The complaint Mr L complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin”) failed to refund transactions he didn’t recognise. What happened Mr L explained that he wanted a way to allow a close family member to use online games whilst staying in control of the spe... (3 pages)View decision -
Decision Reference DRN-4693851
17 May 2024 Mulsanne Insurance Company Limited UpheldInsuranceDRN-4693851 The complaint Mr T complains that Mulsanne Insurance Company Limited unfairly declined his motor insurance claim after his car was damaged by fire. What happened Mr T held a motor insurance policy, underwritten by Mulsanne. While Mr T was abroad, his car was in the care of a re... (4 pages)View decision -
Decision Reference DRN-4513902
17 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4513902 The complaint Mr T complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr T was contacted ... (3 pages)View decision -
Decision Reference DRN-4800471
17 May 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4800471 The complaint Miss B complains that American Express Services Europe Limited (AESEL) mis-handled her credit card account, and unfairly closed it, after she fell into financial difficulty. What happened Unfortunately, Miss B fell into financial difficulty and her account went in... (4 pages)View decision
