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 347829 results
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Decision Reference DRN-4991498
27 Sep 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4991498 The complaint Mr G complains that Santander UK Plc stopped his payment and blocked his account. What happened Mr G says he was told he had to go into a branch to get his account unblocked but had to wait until Monday to do so as the branch wasn’t open on Saturday. He says i... (3 pages)View decision -
Decision Reference DRN-4877913
27 Sep 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4877913 The complaint The estate of Mrs M says The Royal Bank of Scotland PLC (“RBS”) refuses to refund it for transactions on the late Mrs M’s account which were unauthorised. This complaint has been brought by the late Mrs M’s son, for ease I will refer to him as ‘Mr M’. I will al... (2 pages)View decision -
Decision Reference DRN-4933220
27 Sep 2024 Zurich Assurance Ltd Not upheldInsuranceDRN-4933220 The complaint Mr R is unhappy with the way Zurich Assurance Ltd settled his claim and specifically, the amount of interest paid. What happened Mr and Mrs R had a life insurance policy, underwritten by Zurich. Sadly, Mr R’s wife died and so he made a claim on the policy. Zu... (2 pages)View decision -
Decision Reference DRN-5048385
27 Sep 2024 Inter Partner Assistance SA UpheldInsuranceDRN-5048385 The complaint Mr B is unhappy with Inter Partner Assistance (IPA) SA’s settlement on his travel medical claim. What happened The background to this complaint is set out in my provisional findings. To summarise, Mr B had an accident abroad and he, his wife and their dogs were... (2 pages)View decision -
Decision Reference DRN-5002421
27 Sep 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5002421 The complaint Mrs M has complained that her insurer Royal & Sun Alliance Limited (RSA) incorrectly told her it would recover claim costs from a third party when she made a claim under her home and buildings insurance policy. What happened Mrs M bought a home and building... (3 pages)View decision -
Decision Reference DRN-4711161
27 Sep 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4711161 The complaint Mr G complains that American Express Services Europe Limited (AESEL) has unfairly declined his claim under Section 75 of the Consumer Credit Act 1974 (Section 75). What happened Mr G used his AESEL credit card to purchase introduction and matchmaking services f... (3 pages)View decision -
Decision Reference DRN-4971903
27 Sep 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4971903 The complaint Mr B complains that Accredited Insurance (Europe) Ltd (Accredited) unfairly declined his claim for storm damage, under his home buildings insurance policy. What happened On 21 January 2024 Mr B says a severe ‘hurricane’ force storm caused damage to a conservato... (4 pages)View decision -
Decision Reference DRN-4593591
27 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4593591 The complaint Miss A complains that Revolut Ltd won’t reimburse her money she lost after being a victim of fraud. What happened As the circumstances of this complaint are well-known to both parties, I’ve summarised them briefly below. Miss A held an account with Revolut. In ... (6 pages)View decision -
Decision Reference DRN-4923288
27 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4923288 The complaint Mr W 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 t... (4 pages)View decision -
Decision Reference DRN-4966028
27 Sep 2024 Barclays Bank Plc UpheldBanking and PaymentsDRN-4966028 The complaint The trustees of a trust, which I will call T or simply the trust, complain that Barclays Bank Plc’s error caused the trust to miss out on an opportunity to earn interest at rate of 6.2%. What happened I set out the facts briefly below: Around September 2023... (3 pages)View decision
