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 363925 results
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Decision Reference DRN-4688339
4 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4688339 The complaint Mr S through a representative complains that Barclays Bank UK PLC (“Barclays”) won’t refund the money he lost as part of a scam. What happened The background to this complaint is well known to both parties, so I’ll only refer to some key events here. In 2021 Mr S ... (3 pages)View decision -
Decision Reference DRN-4819448
4 Jun 2024 AWP P&C S.A. UpheldInsuranceDRN-4819448 The complaint Mr J and the estate of Miss B complain about the way AWP P&C SA handled a medical assistance claim made on a travel insurance policy. Mr J and Miss B’s estate are represented by Mr A. All references to AWP include the actions of its medical assistance company.... (5 pages)View decision -
Decision Reference DRN-4375091
4 Jun 2024 Trading 212 UK Limited Not upheldInvestmentsDRN-4375091 The complaint Mr L complains that Trading 212 UK Limited treated him unfairly. He says it: 1. Increased its swap rate inconsistently and unpredictably. 2. Didn’t give him enough notice of a margin requirement increase. 3. Forced him to close a position by issuing an unfair acco... (5 pages)View decision -
Decision Reference DRN-4832885
4 Jun 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4832885 The complaint Mr Z complains that Tesco Personal Finance Ltd (“Tesco”) lent to him irresponsibly when it gave him a credit card. What happened Mr Z took out a credit card with Tesco in April 2019. It had a credit limit of £2,400. The limit was never increased. Mr Z says that Te... (3 pages)View decision -
Decision Reference DRN-4833023
4 Jun 2024 Equifax Limited UpheldConsumer CreditDRN-4833023 The complaint Mr W complains that Equifax Limited incorrectly reported a financial associate on his credit file. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: In March 2023 Mr W contacted Equifax after... (3 pages)View decision -
Decision Reference DRN-4524420
4 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4524420 The complaint Mr R complains that Monzo Bank Ltd won’t refund the money he lost when he fell victim to a scam. What happened Mr R says that he sent money (£150) to somebody he knew for an investment opportunity. The payment was made via his debit card through an international m... (2 pages)View decision -
Decision Reference DRN-4721718
4 Jun 2024 Frost Money Ltd Not upheldBanking and PaymentsDRN-4721718 The complaint Mr H complaint Frost Money Ltd (Frost) refuses to refund him for transactions on his account he says he didn’t authorise. What happened Mr H says several transactions on his account paid to the Google Play Store were not authorised by him. These transactions were ... (2 pages)View decision -
Decision Reference DRN-4832035
4 Jun 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4832035 The complaint Mr H complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In or around early to mid-2013, Mr H was ... (42 pages)View decision -
Decision Reference DRN-4716789
4 Jun 2024 Aioi Nissay Dowa Insurance UK Limited Not upheldInsuranceDRN-4716789 The complaint Mr O says Aioi Nissay Dowa Insurance UK Limited cancelled his motor insurance policy and recorded it, leading to indefinite financial detriment for him due to higher premiums. What happened The policy started on 4 June 2023. Aioi told Mr O by letter and email (fol... (3 pages)View decision -
Decision Reference DRN-4719437
4 Jun 2024 Santander UK Plc Not upheldMortgagesDRN-4719437 The complaint Mr and Mrs K complain that the information Santander UK Plc gave them when switching their mortgage product wasn’t clear. As a result, they say they’ve lost out on being able to switch to a more preferable deal. What happened On 13 November 2023 Mr K called Santan... (4 pages)View decision
