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 360982 results
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Decision Reference DRN-4645717
27 Feb 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4645717 The complaint Mr W has complained about how American Express Services Europe Limited (AESEL) responded to a claim for money back in relation to a purchase he’d made on his credit card. What happened The circumstances of the complaint are well known so I’m not going to go over e... (4 pages)View decision -
Decision Reference DRN-4536155
27 Feb 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4536155 The complaint Mr R has complained Metro Bank PLC won’t refund him for transactions he didn’t authorise. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. On 11 May 2023, ... (3 pages)View decision -
Decision Reference DRN-4645757
27 Feb 2024 Vitality Life Limited UpheldInsuranceDRN-4645757 The complaint Miss R is unhappy with the way Vitality Life Limited has handled a claim made on her personal protection plan, which includes serious illness cover (‘the policy’). What happened Miss R took out the policy in early 2023. And in August 2023, she made a claim for the... (4 pages)View decision -
Decision Reference DRN-4646945
27 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4646945 The complaint Mrs M complains that Santander UK Plc (‘Santander’) won’t refund the money she lost in a scam. What happened What Mrs M says Mrs M says that she saw a job advertised on the hospitality page of a social networking site and registered her interest. She was later con... (7 pages)View decision -
Decision Reference DRN-4646887
27 Feb 2024 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-4646887 The complaint Mr B complains that Hargreaves Lansdown Asset Management Limited (HLAM) sold investments in his SIPP in order to realise cash to pay his excess Lifetime Allowance charge when he already had available cash in another account with HLAM. What happened Mr B had a SIPP... (2 pages)View decision -
Decision Reference DRN-4351855
27 Feb 2024 Advanced Payment Solutions Limited Not upheldBanking and PaymentsDRN-4351855 The complaint Mr S complains Advanced Payment Solutions Limited trading as Cashplus Bank (APS) unfairly removed his overdraft facility and cancelled his bank account without proper notification. What happened Mr S says he is a long-standing customer of APS and in early April 20... (2 pages)View decision -
Decision Reference DRN-4646655
27 Feb 2024 West Bay Insurance Plc Not upheldInsuranceDRN-4646655 The complaint Mr H complain about how West Bay Insurance Plc handled his motor insurance claim. References to West Bay include its agents. What happened The details of the claim are well known to both parties, so I won’t repeat them again here. Instead, I’ll summarise the backg... (4 pages)View decision -
Decision Reference DRN-4510860
27 Feb 2024 Financial Administration Services Limited Not upheldInvestmentsDRN-4510860 The complaint Mr S complains that Financial Administration Services Limited (‘FASL’) delayed the transfer of his stocks and shares Individual Savings Account (‘ISA’) to another provider, which caused a £15,000 financial loss. Mr S says to resolve the complaint he wants £35,000.... (4 pages)View decision -
Decision Reference DRN-4553767
27 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4553767 The complaint Miss Y is unhappy that Monzo Bank Ltd won’t refund the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But, in summa... (3 pages)View decision -
Decision Reference DRN-4615889
27 Feb 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4615889 The complaint Ms S is unhappy with the design and layout of The Co-operative Bank Plc (“Co-op”) online banking system. She says it doesn’t cater to the diverse needs of its customers and as such has breached its obligation to make reasonable adjustments and is discriminatory. M... (3 pages)View decision
