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 366874 results
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Decision Reference DRN-4914237
25 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4914237 The complaint Mr J is unhappy with the service provided by Barclays Bank UK PLC trading as Barclaycard when he was looking to raise a chargeback claim, and in subsequent interactions. What happened In December 2023 Mr J contacted Barclaycard to raise a dispute about a transa... (3 pages)View decision -
Decision Reference DRN-5509349
25 Apr 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5509349 The complaint Mr A complains that Monzo Bank Ltd has unfairly refused to refund his losses after he fell victim to a scam. What happened Mr A sent money from his Monzo account to various cryptocurrency merchants. From there, it was forwarded on as part of the investment he u... (4 pages)View decision -
Decision Reference DRN-5429498
25 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5429498 The complaint Mr A complains about the length of time it took Bank of Scotland plc to remove defaults relating to his current accounts from his credit file. What happened Mr A held three current accounts with Bank of Scotland. His estate was sequestrated in August 2017 – and... (3 pages)View decision -
Decision Reference DRN-5508872
25 Apr 2025 Covea Insurance plc Not upheldInsuranceDRN-5508872 The complaint Ms K’s complaint is about a claim she made on her Covea Insurance plc (‘Covea’) pet insurance policy, which Covea declined. Ms K says Covea treated her unfairly and wants them to pay her ongoing claims for her pet. What happened In March 2023 Ms K took out a ... (3 pages)View decision -
Decision Reference DRN-5499716
25 Apr 2025 West Bay Insurance Plc UpheldInsuranceDRN-5499716 The complaint Mr B has complained that his commercial van insurer, West Bay Insurance Plc (‘West Bay’), incorrectly added two incidents on his record which led to him paying higher premiums since 2020. West Bay is the underwriter of this policy i.e., the insurer. During the... (6 pages)View decision -
Decision Reference DRN-5508284
25 Apr 2025 Covea Insurance plc UpheldInsuranceDRN-5508284 The complaint Mr M complains that Covea Insurance plc (“Covea”) wouldn’t pay all of his car insurance claim, and then disposed of his car. One of Mr M’s family members has primarily dealt with the claim, but as the complaint is in his name for ease I’ll refer to him througho... (5 pages)View decision -
Decision Reference DRN-5491665
25 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5491665 The complaint Mr M complains that Barclays Bank UK PLC trading as Barclaycard unfairly allowed a transaction to debit his account after it had been closed. What happened Mr M had a credit card account with Barclaycard which was closed in 2024. Mr M had already authorised a £... (2 pages)View decision -
Decision Reference DRN-5509505
25 Apr 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5509505 The complaint Ms E is unhappy with the service she received from Haven Insurance Company Limited (Haven) after she made a claim on her car insurance policy. What happened Ms E held car insurance through Haven. In February 2024, Ms E’s car was involved in two separate motor ... (8 pages)View decision -
Decision Reference DRN-5509324
25 Apr 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5509324 The complaint Miss H’s complaint is about a claim she made on her Casualty & General Insurance Company (Europe) Ltd (‘C&G’) pet insurance policy, which C&G declined. Miss H says C&G treated her unfairly. What happened The details of this complaint are well kn... (3 pages)View decision -
Decision Reference DRN-5401846
25 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5401846 The complaint Mr S has complained that Revolut Ltd (“Revolut”) failed to refund the money he lost as part of an investment scam. Mr S has a professional representative. What happened The details of this complaint are well known to both parties, so I will not repeat everythin... (3 pages)View decision
