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 342371 results
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Decision Reference DRN-4886477
10 Jul 2024 Covea Insurance plc Not upheldInsuranceDRN-4886477 The complaint Ms B complains Covea Insurance plc (Covea) caused delays with her claim on her motor insurance policy and caused damage to her car following an attempted break in to her car. Covea are the underwriters of this policy i.e. the insurer. Part of this complaint concer... (3 pages)View decision -
Decision Reference DRN-4899916
10 Jul 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4899916 The complaint Mr B complains about the way Royal & Sun Alliance Insurance Limited handled a claim he made following a fire in one of his outbuildings. What happened In January 2023 there was a fire in one of the outbuildings on Mr B’s property. He made a claim for the damag... (8 pages)View decision -
Decision Reference DRN-4807328
10 Jul 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4807328 The complaint Mr and Mrs W say Barclays Bank UK PLC (“Barclays”) mis-sold them Additions and Additions Plus packaged bank accounts and mis-sold them Feature Store packs. Mr and Mrs W say they don’t remember agreeing to ever having their account changed and they say they weren’t... (3 pages)View decision -
Decision Reference DRN-4876898
10 Jul 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4876898 The complaint Miss G complains that Bank of Scotland plc trading as Halifax didn’t stop her from spending over £30,000 on gambling transactions in just over a year. This complaint has been brought on Miss G’s behalf by a family member. For ease, I’ll refer to his comments as th... (2 pages)View decision -
Decision Reference DRN-4897353
10 Jul 2024 Barclays Bank Plc UpheldInvestmentsDRN-4897353 The complaint Mr C and Ms M complain that Barclays Bank Plc has delayed the transfer of their investment holdings and cash held in a Smart Investor (‘SI’) account to an overseas broker. They are also unhappy that Barclays has denied online access to their account and that it co... (11 pages)View decision -
Decision Reference DRN-4623833
10 Jul 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4623833 The complaint Miss J complains about being misgendered during her interactions with National Westminster Bank Plc (NatWest). What happened Miss J discovered her debit card didn’t work when trying to purchase a train ticket. This prompted her to visit her local branch to resolve... (4 pages)View decision -
Decision Reference DRN-4849901
10 Jul 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4849901 The complaint Mr H is unhappy that Barclays Bank UK PLC trading as Barclays (“Barclays”) won’t refund the money he paid for escort services. What happened Mr H has confirmed that he met the individuals through a website. After an agreement over costs was made, Mr H transferred ... (3 pages)View decision -
Decision Reference DRN-4813588
10 Jul 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4813588 The complaint Miss J complains that Mitsubishi HC Capital UK Plc trading as Novuna 1 (‘Novuna’) is liable to pay her compensation following a complaint made about a timeshare bought using credit provided by Novuna. What happened On 27 March 2017, whilst on a holiday, Miss J att... (8 pages)View decision -
Decision Reference DRN-4845240
10 Jul 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4845240 The complaint Mrs R complains that Monzo Bank Ltd (‘Monzo’) hasn’t reimbursed the funds she lost when she fell victim to a scam. What happened Mrs R’s complaint has been brought to our service by a professional representative. As the account is in Mrs R’s name, I’ll refer to Mr... (4 pages)View decision -
Decision Reference DRN-4898938
10 Jul 2024 Cumberland Building Society UpheldBanking and PaymentsDRN-4898938 The complaint Mr M complains that Cumberland Building Society delayed processing a Clearing House Automated Payment System (CHAPS) transfer for a property purchase. What happened Mr M says he requested a CHAPS transfer for £290,000 to purchase a property. He says the instructio... (3 pages)View decision