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 360264 results
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Decision Reference DRN-4467725
23 Apr 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4467725 The complaint Mr A has complained that Barclays Bank UK PLC terminated the fixed interest rate period on his mortgage too early. What happened On 21 September 2021 Barclays Bank UK PLC sent a mortgage offer letter to Mr A. Barclays said that the mortgage offer was based on a lo... (3 pages)View decision -
Decision Reference DRN-4676916
23 Apr 2024 First Central Underwriting Limited UpheldInsuranceDRN-4676916 The complaint Ms E and Mr R complained that they were pressurised into cancelling their motor insurance with First Central Underwriting Limited (“First Central”) over issues with how their “black box” policy was tracking their driving. What happened Mr R arranged a “black box” ... (3 pages)View decision -
Decision Reference DRN-4742946
23 Apr 2024 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4742946 The complaint Mr G has complained that Advanced Payment Solutions Limited, trading as Cashplus Bank (‘Cashplus’) didn’t update his address or mobile number on his account. When he told them of this, and complained, he received no response. What happened Mr G has an account with... (2 pages)View decision -
Decision Reference DRN-4757523
23 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4757523 The complaint Mr S complains that Monzo Bank Ltd (“Monzo”) failed to repeatedly cancel card payments. What happened Mr S used a third-party finance provider to pay a bill related to the service of his car. I’ll refer to the finance provider as P and the car service merchant as ... (5 pages)View decision -
Decision Reference DRN-3974001
23 Apr 2024 Admiral Markets UK Ltd Not upheldInvestmentsDRN-3974001 The complaint Mr P complains that Admiral Markets UK Ltd (“Admiral”) closed his open trading positions leaving him with a significant loss. He says this was caused because Admiral closed its passported Romanian operation and closed its local bank accounts. He says this meant ba... (6 pages)View decision -
Decision Reference DRN-4685648
23 Apr 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4685648 The complaint Mr A complains Monzo Bank Limited (Monzo) provided poor customer service when dealing with a scheduled payment. What happened Mr A says he approached Monzo in late July 2023 to arrange for an increase to his bank account payment limit, from the default amount of £... (3 pages)View decision -
Decision Reference DRN-4679804
23 Apr 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4679804 The complaint This complaint’s about two buy-to-let (BTL) mortgages Ms S holds, as part of a wider portfolio, with Bank of Scotland Plc trading as Birmingham Midshires (BM). At the heart of the complaint is the impact on Ms S’ wider financial situation that she say flows from B... (3 pages)View decision -
Decision Reference DRN-4747058
23 Apr 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4747058 The complaint Mr M has complained that Barclays Bank UK PLC, trading as Barclaycard, sent an email regarding his account to his ex-wife. What happened Mr M discovered that his ex-wife had been sent an email relating to his Barclaycard account. He complained about this, and it t... (2 pages)View decision -
Decision Reference DRN-4756815
23 Apr 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4756815 The complaint Mr and Mrs Q complain because Inter Partner Assistance SA (‘IPA’) hasn’t paid a claim under their travel insurance policy. What happened Mr and Mrs Q are insured under a single trip ‘Super Plus’ policy, provided by IPA. Mr and Mrs Q were due to travel abroad but t... (3 pages)View decision -
Decision Reference DRN-4385009
23 Apr 2024 Bank of Scotland Plc Not upheldInvestmentsDRN-4385009 The complaint Mrs W complains that she was mis-sold an ISA by Bank of Scotland plc (BoS) – she states that the investment fund carried a higher level of risk than she was willing to take. Mrs W’s complaint has been brought by a third party however for the sake of clarity I will... (4 pages)View decision
