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 342791 results
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Decision Reference DRN-4663104
2 Jul 2024 Motability Operations Limited Not upheldConsumer CreditDRN-4663104 The complaint Mr A complains about a decision taken by Motability Operations Limited (“MOL”) to refuse him access to its scheme for one year. What happened Mr A complained to MOL about its decision to refuse him access to its scheme for one year. But MOL responded to say that i... (2 pages)View decision -
Decision Reference DRN-4829784
2 Jul 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4829784 The complaint Miss A is unhappy with the service she’s received from Inter Partner Assistance SA (Inter Partner) when she made a claim under her home emergency policy. What happened Miss A made a claim on 6 September 2023 under her home emergency policy following a blocked toil... (2 pages)View decision -
Decision Reference DRN-4865361
2 Jul 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4865361 The complaint Miss K complains that Advantage Insurance Company Limited unfairly cancelled her motor insurance policy. Any reference to Advantage also includes the actions of its agents. What happened Miss K held a motor insurance policy which was underwritten by Advantage. Mis... (4 pages)View decision -
Decision Reference DRN-4885204
2 Jul 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4885204 The complaint Mr O complains that American Express Services Europe Limited (AESEL) hasn’t refunded a payment he made using his credit card. What happened In June 2023, Mr O says he was searching online for a one night stay at a hotel near a specific UK airport. He wanted to sta... (4 pages)View decision -
Decision Reference DRN-4881966
2 Jul 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4881966 The complaint Mr L is unhappy that Lloyds Bank PLC closed his local branch without consulting him. What happened Mr L raised a complaint with Lloyds as he was unhappy that they had closed his local branch without consulting him. Lloyds responded to Mr L and confirmed that they ... (2 pages)View decision -
Decision Reference DRN-4732194
2 Jul 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4732194 The complaint Mr O complains that Wise Payments Limited won’t refund him money he says he lost as a result of a scam. He is also unhappy that Wise closed his accounts and the service it provided to him. What happened Mr O had two accounts with Wise – a business account and a pe... (4 pages)View decision -
Decision Reference DRN-4857979
2 Jul 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4857979 The complaint Mr S has complained about the actions taken by Lloyds Bank PLC after he transferred money from his account to the wrong recipient account. What happened On 5 January Mr S transferred £2,439 from his Lloyds account. He had intended to send this to a new account he ... (3 pages)View decision -
Decision Reference DRN-4861051
2 Jul 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4861051 The complaint Mr A complains that Barclays Bank UK PLC (“Barclays”) failed to refund transactions he didn’t recognise, closed his account and breached various standards of conduct when dealing with his dispute. What happened Mr A noticed two transactions on his Barclays Credit ... (7 pages)View decision -
Decision Reference DRN-4690262
2 Jul 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4690262 The complaint Mr P is unhappy with the service provided by Advantage Insurance Company Limited (Advantage) following a claim made on his home insurance policy. Advantage is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed o... (4 pages)View decision -
Decision Reference DRN-4745523
2 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4745523 The complaint Mrs C complains that Monzo Bank Ltd won’t refund money she lost when she was a victim of a scam. Mrs C is being supported by a representative, but for ease, I’ll refer to Mrs C throughout this decision. What happened The background to this complaint is well known ... (4 pages)View decision