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 364422 results
-
Decision Reference DRN-4642437
8 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4642437 The complaint Mr O has complained Monzo Bank Ltd won’t refund transactions he didn’t make. What happened In the morning of 7 October 2023 Mr O noticed two transactions made with his Monzo card which he didn’t recognise. Monzo reviewed the transactions but felt their technical e... (3 pages)View decision -
Decision Reference DRN-4673445
8 Apr 2024 West Bay Insurance Plc Not upheldInsuranceDRN-4673445 The complaint Ms P has complained about the way West Bay Insurance Plc decided not to pursue the other driver’s insurers for its costs and her uninsured losses following an accident under her motor policy. She is particularly aggrieved it failed to obtain the relevant CCTV foot... (4 pages)View decision -
Decision Reference DRN-4680392
8 Apr 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4680392 The complaint Miss H complains that Barclays Bank UK PLC trading as Barclaycard did not send her credit card statements as she instructed them to, and they provided her with poor customer service on numerous occasions. Miss H is represented by her husband in bringing this compl... (6 pages)View decision -
Decision Reference DRN-4660357
8 Apr 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4660357 The complaint Mrs T complains The Royal Bank of Scotland Plc (“RBS”) closed her account without explanation. Mrs T also complains that RBS has provided poor customer service and caused considerable delay in returning her funds by not sending her a cheque as promised. Mrs T says... (5 pages)View decision -
Decision Reference DRN-4729127
8 Apr 2024 British Gas Insurance Limited UpheldInsuranceDRN-4729127 The complaint Ms C complains about the service provided by British Gas Insurance Limited in relation to her home emergency insurance policy. What happened Ms C had a home emergency insurance policy through British Gas which she renewed each year. Under the terms of the policy, ... (4 pages)View decision -
Decision Reference DRN-4649579
8 Apr 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4649579 The complaint Mr L has complained Clydesdale Bank plc, trading as Virgin Money, lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr L applied to Virgin Money for an account after he started a new job. They weren’t willing t... (2 pages)View decision -
Decision Reference DRN-4346931
8 Apr 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4346931 The complaint Mr and Mrs B complain Nationwide Building Society (“Nationwide”) blocked their joint accounts without explanation causing them distress and inconvenience. They also complain about the way this was communicated to them. What happened The details of this complaint a... (2 pages)View decision -
Decision Reference DRN-4713116
8 Apr 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4713116 The complaint Mr B is unhappy with the service he’s received from National Westminster Bank Plc (“NatWest”) surrounding a cheque he deposited into his account. What happened Mr B deposited a cheque for £30 to his NatWest account via mobile banking on Saturday 2 September 2023. ... (2 pages)View decision -
Decision Reference DRN-4728044
8 Apr 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4728044 The complaint Mr C complains that he was charged a transaction fee for taking out cash with his card when abroad when he had looked at HSBC's website which said there was no such fee. He also complained about the difficulties in lodging a complaint when abroad. What happen... (2 pages)View decision -
Decision Reference DRN-4413536
8 Apr 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4413536 The complaint The estate of Ms M complained about Fairmead Insurance Limited stemming from a claim under the home insurance policy. For ease of reading any reference to Fairmead includes its agents and I’ve referred to Ms M, one of the executors of the estate, throughout for ea... (3 pages)View decision
