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-4917251
14 Nov 2024 AXIS Specialty Europe SE UpheldInsuranceDRN-4917251 The complaint Mrs M complains about how AXIS Specialty Europe SE (‘AXIS’) handled a claim made under a commercial (holiday home) buildings insurance policy. AXIS are the underwriters (insurers) of this policy. A large part of this complaint relates to the actions of agents a... (4 pages)View decision -
Decision Reference DRN-5011348
14 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5011348 The complaint Miss W has complained Bank of Scotland plc, trading as Halifax, won’t refund her for disputed debit card transactions she didn’t make. What happened In the early part of 2024, Miss W spent a few months overseas. When she got back to the UK, she noticed more tha... (3 pages)View decision -
Decision Reference DRN-5080265
14 Nov 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5080265 The complaint Mr W is unhappy with the service he’s received from Clydesdale Bank Plc, trading as Virgin Money, surrounding requests he made to update his address. What happened Mr W noticed his address was showing incorrectly on Virgin’s online banking platform. For the pur... (2 pages)View decision -
Decision Reference DRN-5052491
14 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5052491 The complaint Miss A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss A had held an account with Monzo since October 2021. In 2024 Miss A was told by Monzo that they were closing her account. T... (2 pages)View decision -
Decision Reference DRN-5073748
14 Nov 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-5073748 The complaint Mr A is unhappy that TSB Bank plc won’t pay him the balance of an account shown in a rediscovered passbook. What happened Mr A recently came across an old passbook for an account he held with Lloyds TSB. The last transaction recorded in the passbook is dated 2... (3 pages)View decision -
Decision Reference DRN-5073739
14 Nov 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5073739 The complaint Mr A is unhappy that Lloyds Bank PLC won’t pay him the balance of an account shown in a rediscovered passbook. What happened Mr A recently came across an old passbook for an account he held with Lloyds TSB. The last transaction recorded in the passbook is date... (3 pages)View decision -
Decision Reference DRN-4895767
14 Nov 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4895767 The complaint Mr B has complained Zopa Bank Limited is asking him to repay a fixed-sum loan he took out as the result of a fraudulent scam. What happened In November 2023, Mr B realised he’d been the victim of a scam after having been persuaded to take out loans to make cryp... (2 pages)View decision -
Decision Reference DRN-4744671
14 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4744671 The complaint Mr C complains that Barclays Bank UK PLC (“Barclays”) won’t refund money he lost when he fell victim to an investment scam. Mr C is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to bot... (2 pages)View decision -
Decision Reference DRN-5145871
14 Nov 2024 Mathews Comfort Financial Services Limited UpheldInvestmentsDRN-5145871 The complaint Mrs C and the estate of Mr C, represented by Mrs P in her capacity as executor of the estate, complains that Mathews Comfort Financial Services Limited (MCF) gave Mrs C and the late Mr C unsuitable advice to invest in two Enterprise Investment Schemes (EIS). Wh... (12 pages)View decision -
Decision Reference DRN-5092247
14 Nov 2024 Aviva Insurance Limited UpheldInsuranceDRN-5092247 The complaint Mr S is unhappy that Aviva Insurance Limited (Aviva) partially settled his private medical insurance claim. What happened Mr S has a private medical insurance policy with Aviva. In January 2024, Mr S was unfortunately unwell and went into Accident and Emergency... (3 pages)View decision
