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 380824 results
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Decision Reference DRN-5295657
30 Jan 2025 Amtrust Europe Limited Not upheldInsuranceThe complaint Mr H is unhappy Amtrust Europe Limited didn’t agree to cover a claim on his legal expenses insurance policy. What happened Mr H has an employment dispute for which funding is being provided on a legal expenses policy he holds with a different insurer. Mr H says in July 2023 h... (3 pages)View decision -
Decision Reference DRN-5190270
30 Jan 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5190270 The complaint Mr M complains about Admiral Insurance (Gibraltar) Limited’s (“Admiral”) decision to treat his car as a total loss, and its subsequent valuation, following damage sustained in an accident, under his motor insurance policy. What happened In January 2024 Mr M’s c... (4 pages)View decision -
Decision Reference DRN-5212106
30 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5212106 The complaint Miss R complains that her Monzo Bank Ltd debit card didn’t work during August 2024 and September 2024. She says she had to transfer funds to her her savings account as a result. What happened Miss R says she had been experiencing issues with her debit card from... (3 pages)View decision -
Decision Reference DRN-5263671
30 Jan 2025 Financial Administration Services Limited Not upheldInvestmentsDRN-5263671 The complaint Mr G complains Financial Administration Services Limited (Fidelity) has unfairly continued to charge fees on his ISA after he instigated a transfer to a new provider. What happened Mr G held an ISA with Fidelity for a number of years. In 2023, he decided to tr... (3 pages)View decision -
Decision Reference DRN-4292228
30 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4292228 The complaint Mr K complains Bank of Scotland plc trading as Halifax has refused to refund disputed transactions made from his accounts. What happened Mr K has a representative, but I will refer to Mr K throughout my decision for the sake of clarity. Mr K was remanded into... (5 pages)View decision -
Decision Reference DRN-5248263
30 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5248263 The complaint Mr H complains that Barclays Bank UK PLC trading as Barclaycard offered him a credit limit increase but failed to implement it. What happened Mr H holds a credit card account with Barclays. In July 2024 Mr H received a letter from Barclays which stated that his... (3 pages)View decision -
Decision Reference DRN-5041813
30 Jan 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5041813 The complaint Miss D has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with a fixed sum loan from it. What happened In March 2023 Miss D bought a course of dental aligner treat... (5 pages)View decision -
Decision Reference DRN-5296114
30 Jan 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5296114 The complaint Mr W complains about Royal & Sun Alliance Insurance Limited’s (RSA) handling and decline of a claim made under his home insurance policy. Where I’ve referred to RSA, this also includes any actions or communication by agents acting on their behalf. What ha... (6 pages)View decision -
Decision Reference DRN-4641199
30 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4641199 The complaint Mr S has complained that Wise Payments Limited (“Wise”) failed to protect him from falling victim to an employment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summari... (5 pages)View decision -
Decision Reference DRN-5295448
30 Jan 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5295448 The complaint Ms D complains that Lloyds Bank PLC was irresponsible in its lending to her. She wants all interest and charges paid on her loan refunded. What happened Ms D was provided with a £8,000 loan by Lloyds Bank in August 2018. Under the loan agreement she was require... (4 pages)View decision
