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 360264 results
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Decision Reference DRN-4592009
1 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4592009 The complaint A limited company, which I’ll refer to as ‘R’, is unhappy that Barclays Bank UK PLC objected to its being struck off. R’s complaint is brought to this service by its director, whom I’ll refer to as ‘Mr H’. What happened R has an outstanding Bounce Back Loan (“BBL”... (3 pages)View decision -
Decision Reference DRN-4584019
1 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4584019 The complaint Miss A complains 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 all in detail here. But in summ... (3 pages)View decision -
Decision Reference DRN-4593055
1 Feb 2024 U K Insurance Limited UpheldInsuranceDRN-4593055 The complaint Miss J has complained about the poor service she received from U K Insurance Limited (UKI) when her car needed repair following two accidents. What happened Miss J was involved in an accident in 2021 where her car was damaged and UKI’s approved repairers repaired ... (4 pages)View decision -
Decision Reference DRN-4566095
1 Feb 2024 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-4566095 The complaint Mr S has complained that Frasers Group Financial Services Limited trading as Studio, acted irresponsibly when it provided him with a credit card, and multiple limit increases between 2013 and 2017. Background Mr S opened a credit card account with Studio in June 2... (3 pages)View decision -
Decision Reference DRN-4591144
1 Feb 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4591144 The complaint Miss C has complained about the way BMW Financial Services (GB) Limited trading as MINI Financial Services (BMWFS) administered a hire purchase agreement. What happened The circumstances of the complaint are well known to the parties so I’m not going to go over ev... (3 pages)View decision -
Decision Reference DRN-4594221
1 Feb 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4594221 The complaint Mr M complains Revolut Ltd provided poor service around an incentive offer. What happened Mr M has a Revolut account, and it was running a refer a friend offer. Mr M invited a relative to apply for a Revolut account, but they didn’t receive their card in time to m... (3 pages)View decision -
Decision Reference DRN-4592721
1 Feb 2024 BUPA Insurance Limited Not upheldInsuranceDRN-4592721 The complaint Mr C complains that BUPA Insurance Limited (‘Bupa’) applied a special condition to his private medical insurance policy, and also turned down his claim. What happened Mr C was added to a group private medical insurance scheme in January 2023. The scheme is underwr... (3 pages)View decision -
Decision Reference DRN-4511435
1 Feb 2024 Experian Limited Not upheldConsumer CreditDRN-4511435 The complaint Mr H complains Experian Limited took too long to remove incorrect information from his credit report and haven’t refunded his subscription costs in full. What happened Mr H says for a number of years he’s been subject to fraudulent credit searches from various thi... (4 pages)View decision -
Decision Reference DRN-4556577
1 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4556577 The complaint Miss V complains that HSBC UK Bank Plc have failed to refund £1,900 she says she lost to an investment scam. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will focus on giving the reasons for my d... (2 pages)View decision -
Decision Reference DRN-4369978
1 Feb 2024 Skipton Building Society UpheldBanking and PaymentsDRN-4369978 The complaint Mr A is unhappy Skipton Building Society (Skipton) didn’t allow him to make a withdrawal from his account when requested and then failing to tell him when it had unblocked his account. What happened The facts of this complaint are well known to both sides so I wi... (3 pages)View decision
