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 366874 results
-
Decision Reference DRN-5470442
9 Apr 2025 Mulsanne Insurance Company Limited UpheldInsuranceDRN-5470442 The complaint Mr W complains about how Mulsanne Insurance Company Limited (Mulsanne) handled a claim he made under his motor insurance policy. What happened Mr W was involved in a road traffic accident in May 2024. He made a claim to Mulsanne but said despite the third-part... (4 pages)View decision -
Decision Reference DRN-4907880
9 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4907880 The complaint Mr R complains that Lloyds Bank PLC (“Lloyds”) won’t refund money he lost when he fell victim to a job scam. What happened The detailed background to this complaint is well known to both parties and has been previously set out by the investigator. So, I’ll onl... (3 pages)View decision -
Decision Reference DRN-5335080
9 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5335080 The complaint Mr D complains that Barclays Bank UK PLC mishandled his Subject Access Request (SAR), which led to the insecure transmission of data. What happened Mr D sent Barclays a SAR via Barclays’ secure website. In response, Mr D said he received unclear instructions f... (3 pages)View decision -
Decision Reference DRN-5389128
9 Apr 2025 Western Union Payment Services GB Limited UpheldBanking and PaymentsDRN-5389128 The complaint Mr M is unhappy that a payment made using Western Union Payment Services GB Limited was delayed, information he received was confusing and the payee says the payment never arrived. What happened Mr M instructed Western Union to make a transfer to a third party ... (3 pages)View decision -
Decision Reference DRN-5258903
9 Apr 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5258903 The complaint Mr S complains Starling Bank Limited didn’t do enough to help get a refund for a transaction made on his debit card. What happened The facts of this case are well known to both parties, so I won’t repeat them at length here. As a summary in December 2023, Mr S... (3 pages)View decision -
Decision Reference DRN-5215728
9 Apr 2025 Portal Financial Planning Limited Not upheldPensions and AnnuitiesDRN-5215728 The complaint Mr B complains that Portal Financial Planning Limited advised him to encash his pension plan which resulted in him triggering the Money Purchase Annual Allowance (MPAA). This means he can now only pay £10,000 per year into a pension, and he says if the adviser ... (4 pages)View decision -
Decision Reference DRN-5388249
9 Apr 2025 Inclusive Finance Limited Not upheldConsumer CreditDRN-5388249 The complaint Mr K is unhappy that Inclusive Finance Limited, trading as Creditspring, contacted him requesting payment when he was in a Mental Health Crisis Breathing Space arrangement. What happened Mr K had a credit facility with Creditspring and was in a Mental Health Cr... (3 pages)View decision -
Decision Reference DRN-5451236
9 Apr 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5451236 The complaint Mr Y complains that HSBC UK Bank Plc failed to take steps to remove entries from his credit file arising from a personal loan fraudulently taken out in his name. What happened A current account and personal loan were taken out with HSBC by a fraudster using Mr ... (4 pages)View decision -
Decision Reference DRN-5462739
9 Apr 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5462739 The complaint Mrs H has complained about the way Ageas Insurance Limited handled her claim under her motor policy which in turn raised her premium. What happened Mrs H said her car was damaged when she hit a pothole. When she realised the costs of repairing the damage, she ... (3 pages)View decision -
Decision Reference DRN-5291695
9 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5291695 The complaint Mr B complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr B had an account with Monzo. On 4 August 2023, it was credited with... (3 pages)View decision
