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 369228 results
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Decision Reference DRN-4439313
19 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4439313 The complaint A company which I’ll call ‘P’ complains that Barclays Bank UK Plc caused them inconvenience when it incorrectly changed the name of their account. The complaint is brought on P’s behalf by their director, Mr M. What happened P held a business current account with ... (3 pages)View decision -
Decision Reference DRN-4743951
19 Apr 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4743951 The complaint Mr W complains about Lloyds Bank PLC’s chat facility and text messages he received after raising a complaint. What happened Mr W is a customer of Lloyds and used its online chat facility to discuss his account and complaints he’s made. Mr W complained he’s address... (2 pages)View decision -
Decision Reference DRN-4623017
19 Apr 2024 PPH Limited Not upheldPensions and AnnuitiesDRN-4623017 The complaint Mrs C has complained that the advice provided by PPH Limited trading as Principal & Prosper (‘PPH’) to transfer her occupational defined benefit (‘DB’) pension to a self-invested personal pension (‘SIPP’) was unsuitable and has caused financial loss. What happ... (2 pages)View decision -
Decision Reference DRN-4740925
19 Apr 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4740925 The complaint Mr I complains about the information and service provided by Barclays Bank UK PLC when his Flexible Cash ISA matured. What happened Mr I had a Flexible Cash ISA with Barclays with a maturity date of 11 January 2024. In December 2023, Barclays sent Mr I inform... (4 pages)View decision -
Decision Reference DRN-4552630
19 Apr 2024 Smart Currency Exchange Limited Not upheldBanking and PaymentsDRN-4552630 The complaint Mr C and Mr H complain about the service provided by Smart Currency Exchange Limited (SCEL) while trying to convert and transfer around €400,000 from Italy to the UK. What happened Mr C and Mr H were selling their property in Italy. They spoke with one of SCEL’s t... (5 pages)View decision -
Decision Reference DRN-4467244
19 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4467244 The complaint Mr H complains that Santander UK Plc (“Santander”) won’t refund payments totalling £30,900 made from his account that he says he didn’t authorise. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. ... (4 pages)View decision -
Decision Reference DRN-4667227
19 Apr 2024 Covea Insurance plc UpheldInsuranceDRN-4667227 The complaint L, a limited company, complains about what Covea Insurance plc did after it made a claim on its commercial combined insurance policy. What happened In December 2022 Covea received a claim from L for damage and increased costs of working. This followed a storm whic... (4 pages)View decision -
Decision Reference DRN-4752479
19 Apr 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4752479 The complaint Mr Y complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to bo... (4 pages)View decision -
Decision Reference DRN-4752394
19 Apr 2024 HCC International Insurance Company Plc UpheldInsuranceDRN-4752394 The complaint Mrs R has complained about her property insurer HCC International Insurance Company Plc about how it has handled a claim following a flood, including outstanding repairs and poor work completed. HCC has used a number of agents to progress the claim. I’ll refer to ... (10 pages)View decision -
Decision Reference DRN-4748382
19 Apr 2024 Ikano Bank AB (publ) UpheldConsumer CreditDRN-4748382 The complaint Mr K complains Ikano Bank AB (publ) failed to update his address on their systems, and this resulted in his account being unfairly defaulted. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts a... (4 pages)View decision
