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-4777493
16 Jul 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4777493 The complaint Ms H complains that Lloyds Bank PLC (“Lloyds”) has failed to make reasonable adjustments and is discriminating against her by forcing her to use telephone banking to verify payments to new recipients from her account when she can’t communicate or use a smartpho... (4 pages)View decision -
Decision Reference DRN-4513825
16 Jul 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4513825 The complaint Mr and Mrs L complain that Bank of Scotland plc trading as Halifax did not refund a series of transactions they lost to a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them again in detail here. In summary, ... (4 pages)View decision -
Decision Reference DRN-4870132
16 Jul 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4870132 The complaint Miss G complains about the service provided by Marshmallow Insurance Limited that led to the cancellation of her motor insurance policy. What happened Miss G bought a motor insurance policy with Marshmallow on 19 February 2022 and set up monthly direct debit pa... (3 pages)View decision -
Decision Reference DRN-4878222
16 Jul 2024 Great Lakes Insurance UK Limited UpheldInsuranceDRN-4878222 The complaint Mrs P complains about the way Great Lakes Insurance UK Limited handled a medical assistance claim she made on a travel insurance policy. Mrs P’s represented by Mr P. What happened The background to this complaint is well-known to both parties. So I’ve simply ... (6 pages)View decision -
Decision Reference DRN-4752319
16 Jul 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4752319 The complaint Mr M complains that Monzo Bank Ltd did not refund a series of payments he says he lost to a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them again in detail here. In summary, Mr M says his wife was the vic... (3 pages)View decision -
Decision Reference DRN-4870121
16 Jul 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4870121 The complaint Mrs C is complaining about Clydesdale Bank Plc trading as Virgin Money because she says it lent irresponsibly by providing her a credit card she couldn’t afford. What happened In November 2017, Mrs C opened a credit card account with Virgin Money. The initial c... (4 pages)View decision -
Decision Reference DRN-4702764
16 Jul 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4702764 The complaint Mrs N complains Lloyds Bank PLC didn’t do enough to protect her when she fell victim to an investment scam. What happened Mrs N has an account with Lloyds Bank. Mrs N says one of her husband’s friends introduced them to a director of a company that was promisin... (2 pages)View decision -
Decision Reference DRN-4909235
16 Jul 2024 West Bay Insurance Plc UpheldInsuranceDRN-4909235 The complaint T has complained about the way claims for two vehicles it owns under two different policies provided by West Bay Insurance Plc were handled. It has also complained that a policy covering one of the vehicles was cancelled. This complaint was originally incorrec... (5 pages)View decision -
Decision Reference DRN-4909259
16 Jul 2024 TransferWise Ltd UpheldBanking and PaymentsDRN-4909259 The complaint Mrs A complains TransferWise Ltd didn’t do enough to protect her when she was the victim of an investment scam. What happened Mrs A has accounts with another bank who I’ll refer to as “N” in the rest of this decision – including an ISA and a savings account – a... (4 pages)View decision -
Decision Reference DRN-4742226
16 Jul 2024 Allianz Global Corporate & Specialty SE Not upheldInsuranceDRN-4742226 The complaint Mr J has complained about his building warranty provider Allianz Global Corporate & Specialty SE because it declined his claim for a defective flat roof. What happened Mr J became aware in 2023 that the flat roof at his property was defective – his neighbo... (2 pages)View decision