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 366350 results
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Decision Reference DRN-4315196
17 Apr 2024 HDI Global Specialty SE UpheldInsuranceDRN-4315196 The complaint Mrs B has complained about HDI Global Specialty SE’s decision to decline her claim under her Residential Property Insurance policy for subsidence to the house insured under it. What happened The details of this complaint are well known to both parties, so I won’t ... (3 pages)View decision -
Decision Reference DRN-4538788
17 Apr 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4538788 The complaint Mrs M is unhappy that American Express Services Europe Limited (AESEL) changed her statements to paperless despite her telling it she wanted paper statements. Mrs M is represented in bringing her complaint by her husband Mr M – who is also an additional card holde... (2 pages)View decision -
Decision Reference DRN-4669306
17 Apr 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4669306 The complaint Miss J is unhappy that HSBC UK Bank Plc couldn’t stop a payment she made. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving the reasons for my decisi... (2 pages)View decision -
Decision Reference DRN-4747539
17 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4747539 The complaint Mrs C complains about Barclays Bank UK PLC being responsible for her being mugged after she left their branch having withdrawn £4,000 cash. What happened I issued a provisional decision on 17 March 2024, and this is what I said: I’ve considered the relevant inform... (7 pages)View decision -
Decision Reference DRN-4744971
17 Apr 2024 QIC Europe Ltd Not upheldInsuranceDRN-4744971 The complaint Mr W complains that QIC Europe Ltd (“QIC”) has unfairly handled a claim made under his buildings insurance policy. Any reference to QIC or Mr W includes respective agents or representatives. What happened The background of this complaint is well known between part... (4 pages)View decision -
Decision Reference DRN-4479328
17 Apr 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4479328 The complaint Mr H complains Monzo Bank Limited won’t refund transactions on his account which he says he didn’t authorise. What happened Mr H contacted Monzo on 24 February 2023 to report issues with his account. Initially Mr H explained he had been the victim of a scam and he... (3 pages)View decision -
Decision Reference DRN-4678003
17 Apr 2024 Evelyn Partners Investment Services Limited Not upheldPensions and AnnuitiesDRN-4678003 The complaint Miss P complains that Evelyn Partners Investment Services Limited (EPISL) failed to provide her with timely advice about her pension fund, and that this led to a financial loss. What happened In October 2019, Miss P decided to start using EPISL’s Product Investmen... (12 pages)View decision -
Decision Reference DRN-4420233
17 Apr 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-4420233 The complaint Mr R complains that PayPal (Europe) Sarl et Cie SCA unfairly declined a dispute he raised. What happened On 2 May 2023 Mr R purchased a phone for £1,495.50 from a merchant I’ll refer to as J. Mr R has explained that the phone was faulty so he contacted J and was a... (3 pages)View decision -
Decision Reference DRN-4456097
17 Apr 2024 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-4456097 The complaint Mr T complains that Marks & Spencer Financial Services Plc trading as M&S Bank (M&S) failed to inform him when they blocked his credit card which caused unnecessary expense whilst he was abroad. What happened In October 2023, Mr T attempted to use his ... (2 pages)View decision -
Decision Reference DRN-4696099
17 Apr 2024 Shawbrook Bank Limited Not upheldBanking and PaymentsDRN-4696099 The complaint Ms G complains about Shawbrook Bank Limited (Shawbrook) and how they processed a cash ISA transfer to another financial institution (which I’ll call A) and how Shawbrook dealt with her subsequent complaint. As a result, Ms G says she suffered distress and inconven... (2 pages)View decision
