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 360264 results
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Decision Reference DRN-5144700
28 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5144700 The complaint Miss K complains that Monzo Bank Ltd, trading as Monzo, failed to protect her from becoming the victim of a scam and did not appropriately warn her about a payment she made from her Monzo account. To make things right Miss K would like to be compensated for her... (3 pages)View decision -
Decision Reference DRN-5100983
28 Nov 2024 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5100983 The complaint Mr A complains that Watford Insurance Company Europe Limited (Watford) voided his motor insurance policy and didn’t pay his claim. What happened The following is intended only as a summary of events. Mr A held a motor insurance policy with Watford. In March 20... (3 pages)View decision -
Decision Reference DRN-5078556
28 Nov 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-5078556 The complaint Mr S’s complaint relates to how Starling Bank Limited dealt with the closure of a joint account. He also complains about how it dealt with complaints he’d made. What happened A summary of what happened is below. In January 2021, Starling received a request from... (3 pages)View decision -
Decision Reference DRN-4853237
28 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4853237 The complaint Mr T complains that Santander UK Plc (‘Santander’) won’t reimburse the money he lost when he says he fell victim to a scam. What happened Mr T says that he was introduced to an investment opportunity with a company I’ll refer to as H in this decision. H was a ... (4 pages)View decision -
Decision Reference DRN-5171831
28 Nov 2024 Lloyds Bank PLC Not upheldMortgagesDRN-5171831 The complaint Mr and Mrs M complain that Lloyds Bank PLC is expecting them to repay their mortgage now that Mr M has reached the age of 75, without offering them any other option. They say there was no age limit discussed with them when they took out their mortgage and so th... (5 pages)View decision -
Decision Reference DRN-5103785
28 Nov 2024 Motors Insurance Company Limited Not upheldInsuranceDRN-5103785 The complaint Mr and Mrs B complain that Motors Insurance Company Limited (‘MIC’) unfairly declined a claim under their insurance policy. Both Mr and Mrs B are named policyholders on their MIC policy, so any claim or complaint is brought by them both. But for simplicity, and... (2 pages)View decision -
Decision Reference DRN-5172687
28 Nov 2024 Tesco Underwriting Limited UpheldInsuranceDRN-5172687 The complaint Mr Y is unhappy with the service provided by Tesco Underwriting Limited when dealing with renewal of his car insurance policy. What happened Mr Y took out car insurance with Tesco. The facts of Mr Y’s renewal in September 2023 are well known to both parties. S... (4 pages)View decision -
Decision Reference DRN-5137312
28 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5137312 The complaint Mr Y complains HSBC UK Bank Plc unfairly removed a payment from his account and then blocked and closed his account. He wants the payment repaid to him and compensation for the impact their actions had on him. What happened Mr Y held a current account with HSBC... (2 pages)View decision -
Decision Reference DRN-5144275
28 Nov 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5144275 The complaint Miss W complains that Red Sands Insurance Company (Europe) Limited unfairly declined a claim she made on her motor warranty. Reference to Red Sands Includes its agents. What happened Miss W holds a motor warranty with Red Sands. When her car broke down, she mad... (3 pages)View decision -
Decision Reference DRN-4826024
28 Nov 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4826024 The complaint Miss A complains that American Express Services Europe Limited (AESEL) or “Amex” didn’t treat her fairly when she requested a refund of costs she paid in part with her credit card. What happened Miss A used her Amex credit card to pay part of the cost of havin... (4 pages)View decision
