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 362195 results
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Decision Reference DRN-5108569
22 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5108569 The complaint Mr A complains that Lloyds Bank PLC poorly handled his switch to a Lloyds current account, which resulted in him receiving his payments late. What happened The details of this complaint are well known to both parties, so I won’t repeat them here again in detail... (2 pages)View decision -
Decision Reference DRN-5155441
22 Nov 2024 AIG Life Limited Not upheldInsuranceDRN-5155441 The complaint Ms M as the trustee of the H trust complains that AIG Life Limited turned down a claim Mr H made for terminal illness benefit on a term assurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a sum... (3 pages)View decision -
Decision Reference DRN-5164895
22 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5164895 The complaint Mr O complains that Barclays Bank UK PLC trading as Barclaycard (“Barclays”) hasn’t honoured a promotional offer it told him was available to him. He believes that Barclays’ advertising of the offer has been misleading. And as a result, he says he has suffered ... (5 pages)View decision -
Decision Reference DRN-5044457
22 Nov 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5044457 The complaint Mx W complains that J.P. Morgan Europe Limited trading as Chase didn’t provide the service it should have and didn’t follow the reasonable adjustments that are in place. What happened Mx W contacted Chase through its online chat. Mx W says that their questions ... (3 pages)View decision -
Decision Reference DRN-5034948
22 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5034948 The complaint Mr R complains that Monzo Bank Ltd hasn’t reimbursed money he lost to a scam. What happened The background to this complaint is well-known to both parties, with the circumstances having been discussed at length. First, through Monzo’s own complaint handling pro... (3 pages)View decision -
Decision Reference DRN-4985531
22 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4985531 The complaint Mr I complains that Revolut Ltd won’t refund over £30,000 he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. However, in brief, Mr I fell victim to a fake job scam after he was... (8 pages)View decision -
Decision Reference DRN-5163847
22 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5163847 The complaint Mr M complains that Barclays Bank UK PLC has not paid him the substantial amount he is expecting for a tax rebate. He says Barclays notified him about the payment. What happened Mr M asked Barclays to send him the copy of a notification he’d seen in his banking... (4 pages)View decision -
Decision Reference DRN-4952090
22 Nov 2024 Healthcare Finance Limited Not upheldConsumer CreditDRN-4952090 The complaint Mr R complains that Healthcare Finance Limited (“HFL”) failed to pay out on a claim he made to it about the failure of a supplier to deliver the dental treatment which he paid for with credit it provided. What happened In March 2023 Mr R entered into a 25-month... (4 pages)View decision -
Decision Reference DRN-5050788
22 Nov 2024 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5050788 The complaint Ms S complains through a representative that Santander Consumer (UK) Plc trading as Santander Consumer Finance (“Santander”) gave her a conditional sale agreement without carrying out adequate affordability checks. What happened In August 2015, Santander provi... (4 pages)View decision -
Decision Reference DRN-5164560
22 Nov 2024 Ageas Insurance Limited UpheldInsuranceDRN-5164560 The complaint V, a limited company, complains about Ageas Insurance Limited’s (Ageas) handling and settlement offer following a claim made under its commercial manufacturer’s insurance policy. V is being represented in its complaint by Mr V, one of its directors. As Mr V en... (23 pages)View decision
