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 381082 results
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Decision Reference DRN-4886788
28 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4886788 The complaint Mrs O complains that Monzo Bank Ltd unfairly transferred a debt to a collection agency that she says isn’t owed by her. What happened In 2020 Mrs O raised a dispute with Monzo after experiencing difficulties with an automated teller machine (ATM) cash withdrawa... (3 pages)View decision -
Decision Reference DRN-5110036
28 Oct 2024 Ageas Insurance Limited UpheldInsuranceDRN-5110036 The complaint Mr F has complained about his property insurer Ageas Insurance Limited because it has declined his claim made under the policy cover for subsidence, ground heave and landslip. What happened In January 2022 Mr F made a claim to Ageas as he had noted what he fel... (3 pages)View decision -
Decision Reference DRN-4506416
28 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4506416 The complaint Mr F is unhappy with how Santander UK Plc have handled his credit card. What happened On 18 January 2022 Mr F applied for the Everyday No Balance Transfer Fee credit card with Santander. This card offered an introductory 18 months interest free on Balance Tran... (4 pages)View decision -
Decision Reference DRN-5068435
28 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5068435 The complaint N is a limited company and is represented by its sole director, Mr D. He’s brought this complaint against Santander UK Plc on N’s behalf. He complains the bank hasn’t refunded money sent from N’s account toward a scam. What happened The background to this compl... (2 pages)View decision -
Decision Reference DRN-5050504
28 Oct 2024 BUPA Insurance Limited Not upheldInsuranceDRN-5050504 The complaint Mr D complains about a group private medical insurance policy underwritten by BUPA Insurance Limited . What happened Mr D is a member of a group private medical insurance policy underwritten by BUPA. His membership renews in April each year and is ‘Non-underwr... (3 pages)View decision -
Decision Reference DRN-5102243
28 Oct 2024 RCI Bank UK Limited UpheldBanking and PaymentsDRN-5102243 The complaint Mr A complains that RCI Bank UK Limited unfairly imposed changes to the terms and conditions of his Fixed-Term Investment Bonds. He complains about the communication of the changes and RCI’s refusal to allow their rejection within the notice period, or to close... (5 pages)View decision -
Decision Reference DRN-5065266
28 Oct 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5065266 The complaint Miss M has complained about the way Clydesdale Bank Plc (trading as Virgin Money) handled attempted fraud on her account. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. A fraudster called Virgin impersonating Miss M... (3 pages)View decision -
Decision Reference DRN-4865671
28 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4865671 The complaint Mr M complains Barclays Bank UK PLC registered a fraud marker at Cifas, the national fraud database. He doesn’t think it’s done so fairly. What happened Mr M held an account with Barclays – it was opened in April 2022. On 10 May 2022 a number of large payments... (3 pages)View decision -
Decision Reference DRN-4935606
28 Oct 2024 Just Retirement Limited UpheldPensions and AnnuitiesDRN-4935606 The complaint Mrs P is unhappy with delays she said were caused by Just Retirement Limited trading as Just (Just) which led to her receiving less per year after purchasing an annuity. What happened Mrs P had a personal pension scheme (PPS) with Firm R. She contacted them to... (4 pages)View decision -
Decision Reference DRN-5030009
28 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5030009 The complaint Mr M complains that Nationwide Building Society provided him with a poor level of service concerning his claims and reimbursement of his call costs. What happened Mr M held a packaged bank account with Nationwide which included a travel insurance product. Mr M... (3 pages)View decision
