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-4819521
28 May 2024 Mulsanne Insurance Company Limited UpheldInsuranceDRN-4819521 The complaint Miss O complains that Mulsanne Insurance Company Limited accepted liability for a car accident she was in, without obtaining or reviewing CCTV footage. What happened Miss O was in a car accident in August 2021 and reported a claim to Mulsanne – her insurer. Miss O... (4 pages)View decision -
Decision Reference DRN-4809962
28 May 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4809962 The complaint Mr M complains that after TSB Bank plc closed his bank account, it said it would repay the expenses he incurred when he visited the branch to provide identification, but it hasn’t done so. Mr M also complains that he incurred costs when making telephone calls made... (3 pages)View decision -
Decision Reference DRN-4785627
28 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4785627 The complaint Mrs K complains that Barclays Bank UK PLC, trading as Barclaycard (Barclays), closed her account immediately without providing an explanation causing her trouble and upset. What happened The detailed background of this complaint is well known to both parties. So, ... (3 pages)View decision -
Decision Reference DRN-4819867
28 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4819867 The complaint Mr M complains that Monzo Bank Ltd hasn’t refunded him after he fell victim to a scam. What happened I issued a provisional decision for this complaint on 9 May 2024, the content of which has been added to the end of this final decision in italics. The background ... (4 pages)View decision -
Decision Reference DRN-4751007
28 May 2024 Santander UK Plc Not upheldMortgagesDRN-4751007 The complaint Mr Y complains that Santander UK plc recorded a marker against him on a fraud prevention database, after it declined his and his wife’s mortgage application. What happened Mr Y and his wife applied for a mortgage with Santander in March 2023. Santander declined th... (2 pages)View decision -
Decision Reference DRN-4801407
28 May 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4801407 The complaint Miss F complains about the way Inter Partner Assistance SA (IPA) has handled a medical expenses claim she made on a travel insurance policy. Miss F’s represented by Mrs M. What happened The background to this complaint is well-known to both parties. So I’ve simply... (5 pages)View decision -
Decision Reference DRN-4784015
28 May 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4784015 The complaint Mrs T complains that TSB Bank plc (“TSB”) were unable to locate her safety deposit box or provide her with an explanation of what happened to it and its contents which contained thousands of pounds of jewellery and also held significant sentimental value. What hap... (3 pages)View decision -
Decision Reference DRN-4768605
28 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4768605 The complaint Mr S complains on behalf of his business E that Barclays Bank UK PLC closed its bank account without warning and denied it access to its funds for six weeks. What happened Mr S said Barclays notified closure of E’s client account in 2022, along with those of simil... (3 pages)View decision -
Decision Reference DRN-4769558
28 May 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4769558 The complaint Miss H complains Santander UK plc (Santander) unfairly defaulted her bank account. What happened Miss H says she set up a payment plan with Santander to repay her overdraft and in September 2023 she telephoned Santander to alter the payment plan as she had changed... (3 pages)View decision -
Decision Reference DRN-4272116
28 May 2024 StoneX Financial Ltd Not upheldInvestmentsDRN-4272116 The complaint Mr E complains that StoneX Financial Ltd trading as Forex.com (‘Forex.com’) closed two of his trading positions when it should have closed only one. He says that caused him a significant financial loss. What happened Mr E had a trading account provided by Forex.co... (3 pages)View decision
