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-4989990
26 Sep 2024 U K Insurance Limited UpheldInsuranceDRN-4989990 The complaint Miss K has complained about the service she received from U K Insurance Limited trading as Churchill (“UKI”) when making a claim under the home emergency section of her home insurance policy. What happened The background to this complaint is well known to the p... (3 pages)View decision -
Decision Reference DRN-5012007
26 Sep 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5012007 The complaint Mr P is complaining about American Express Services Europe Limited because he believes it should remove a default it registered on his credit file. What happened Mr P had a credit card account with American Express. In August 2023, following a series of missed ... (2 pages)View decision -
Decision Reference DRN-5003830
26 Sep 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-5003830 The complaint Mr B complains about the service he received from Metro Bank PLC in relation to his ISA. What happened Mr B held an ISA with Metro Bank which had a maturity date in October 2023. In September 2023, Metro Bank sent him an email asking what he would like to do n... (3 pages)View decision -
Decision Reference DRN-4917285
26 Sep 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4917285 The complaint Mr R complains that TSB Bank plc (TSB) hasn’t refunded interest due to him and of the time taken to pursue this. He would like money owing refunded to him, and compensation for the distress and inconvenience. What happened The details of this complaint are wel... (2 pages)View decision -
Decision Reference DRN-5045285
26 Sep 2024 esure Insurance Limited UpheldInsuranceDRN-5045285 The complaint Ms S has complained that the offer made to her by her motor insurer, esure Insurance Limited (‘esure’), for the market value of her car was too low. She is also unhappy with its service. What happened In November 2023, Ms S was involved in a road traffic accid... (5 pages)View decision -
Decision Reference DRN-4852711
26 Sep 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4852711 The complaint Mrs A has complained that Wise Payments Limited (“Wise”) failed to protect her from falling victim to an employment-related impersonation scam, and it hasn’t refunded the money that she lost. What happened The background of this complaint is already known to b... (3 pages)View decision -
Decision Reference DRN-4845926
26 Sep 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4845926 The complaint Ms A has complained that Wise Payments Limited (“Wise”) failed to protect her from falling victim to an employment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summari... (4 pages)View decision -
Decision Reference DRN-4912572
26 Sep 2024 Homeserve Membership Limited Not upheldInsuranceDRN-4912572 The complaint Mr M has complained that Homeserve Membership Limited (‘Homeserve’) mis-sold him his home emergency policy. What happened Mr M has had a home emergency policy for many years and in 2016 his policy was migrated over to Homeserve, an insurance intermediary. Whe... (4 pages)View decision -
Decision Reference DRN-5044752
26 Sep 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-5044752 The complaint Mr G has complained that Wise Payments Limited (“Wise”) hasn’t refunded the money he lost as part of an impersonation scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summarise th... (3 pages)View decision -
Decision Reference DRN-4899871
26 Sep 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4899871 The complaint Mrs W complains that Starling Bank Limited (Starling) is refusing to refund her the amount she lost as the result of a scam. Mrs W is being represented by a third party. To keep things simple, I will refer to Mrs W throughout my decision What happened The backg... (3 pages)View decision
