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 365360 results
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Decision Reference DRN-4762684
10 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4762684 The complaint Mrs R is unhappy Monzo Bank Ltd (“Monzo”) won’t refund the money she lost as a result of a third-party scam. What happened The circumstances that led to this complaint are well known to the parties, so I won’t repeat them in detail here. But, in summary Mrs R fell... (3 pages)View decision -
Decision Reference DRN-4792260
10 May 2024 Aviva Insurance UK Limited UpheldInsuranceDRN-4792260 The complaint Mrs M complains that Aviva Insurance UK Limited didn’t carry out a lasting repair to her floor, which has started to deteriorate. What happened In 2012, Mrs M’s home suffered flood damage and required repairs, completed in 2013. These repairs included replacing th... (5 pages)View decision -
Decision Reference DRN-4494137
10 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4494137 The complaint A company I’ll call F complains that Barclays Bank UK PLC (Barclays) closed its account and caused it difficulties in communicating with Barclays when it tried to discuss repaying a Bounce Back Loan (BBL) it had taken out. F is represented by one of its directors,... (3 pages)View decision -
Decision Reference DRN-4789748
10 May 2024 HDI Global Specialty SE UpheldInsuranceDRN-4789748 The complaint Mr P complains about HDI Global Specialty SE’s (“HDI”) decision to void his buildings insurance policy and decline to deal with his claim. What happened Mr P bought a property on 28 October 2022 and took out a home insurance policy with HDI after using an online c... (7 pages)View decision -
Decision Reference DRN-4265452
10 May 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4265452 The complaint W complain Lloyds Bank PLC (“Lloyds”) closed their accounts and provided poor communication. What happened In October 2022, following an internal review, Lloyds wrote to W and informed them it was no longer able to provide them with its banking services - and that... (3 pages)View decision -
Decision Reference DRN-4792221
10 May 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4792221 The complaint Mr S complains that Revolut Ltd has declined to refund payments from his account that he says he didn’t make or allow anyone else to make. What happened Mr S says that his mobile phone was stolen while he was working in a cafe in early February 2023. He says he re... (5 pages)View decision -
Decision Reference DRN-4494004
10 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4494004 The complaint A company I’ll call G complains that Barclays Bank UK PLC (Barclays) closed its account, and that its director received confusing messages about a Bounce Back Loan in G’s name, which he couldn’t speak to Barclays about. G is represented by one of its directors, Mr... (2 pages)View decision -
Decision Reference DRN-4494047
10 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4494047 The complaint A company I’ll call I complains that Barclays Bank UK PLC (Barclays) closed its accounts, without giving it notice, then failed to provide account statements on request and sent confusing text messages in connection with I’s Bounce Back Loan (BBL) I is represented... (2 pages)View decision -
Decision Reference DRN-4476292
10 May 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4476292 The complaint Mr R complains about how American Express Services Europe Limited (AESEL) handled a dispute over a payment. What happened The parties are familiar with the background details of this complaint – so I will simply summarise them. Mr R says that in early December 202... (3 pages)View decision -
Decision Reference DRN-4657649
10 May 2024 Neovision Wealth Management Limited UpheldPensions and AnnuitiesDRN-4657649 The complaint Mr Z has complained, through a representative, that NeoVision Wealth Management Limited gave him unsuitable advice to switch his pensions and make unsuitable investments. What happened Mr Z’s complaint was considered by one of our investigators. She sent her asses... (6 pages)View decision
