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 118878 results
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Decision Reference DRN-3693748
5 Dec 2022 Starling Bank Limited UpheldBanking and PaymentsDRN-3693748 The complaint A company, which I’ll refer to as G, complains that Starling Bank Limited (Starling) won’t refund the money they lost when they fell victim to a scam. Mr K, who is the director of G, brings this complaint on G’s behalf. What happened The details of this complaint ... (3 pages)View decision -
Decision Reference DRN-3822206
5 Dec 2022 Think Money Limited UpheldBanking and PaymentsDRN-3822206 The complaint Mr O complains Think Money Limited (“TML”) restricted his account and withheld money held in it. Mr O says this caused him inconvenience. What happened In early October 2021, following an internal review, TML restricted Mr O’s access to funds in his account. Unhap... (3 pages)View decision -
Decision Reference DRN-3835260
5 Dec 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3835260 The complaint Mr L is unhappy that Royal & Sun Alliance Insurance Limited (RSA) offered a reduced settlement amount for the contents claim he made on his home insurance policy. What happened The background of this complaint is well known to both parties. So, I’ll summarise ... (2 pages)View decision -
Decision Reference DRN-3765315
5 Dec 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3765315 The complaint Mrs T complains that NewDay Ltd didn’t uphold her claim after the supplier didn’t provide her with a refund for a returned item she acquired using her NewDay credit card. What happened Mrs T ordered a mobile phone on 30 August 2021. She returned the phone to the s... (3 pages)View decision -
Decision Reference DRN-3741770
5 Dec 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3741770 The complaint Mr and Mrs W’s complaint about Barclays Bank UK PLC (Barclays) relates to its handling of their mortgage rate switch. Mr and Mrs W said Barclays gave them incorrect information about an early repayment charge (ERC), as a result of which they sustained a financial ... (3 pages)View decision -
Decision Reference DRN-3252477
5 Dec 2022 J D Williams & Company Limited UpheldConsumer CreditDRN-3252477 The complaint Mr M complains through his representative that J D Williams & Company Limited trading as Simply Be irresponsibly provided him with, and increased the credit limit on, a mail order account so he couldn’t afford the repayments. What happened Simply Be provided M... (3 pages)View decision -
Decision Reference DRN-3600126
5 Dec 2022 American International Group UK Limited UpheldInsuranceDRN-3600126 The complaint Mr B complains that American International Group UK Limited (AIG) has unfairly refused to meet a claim he’s made on his insurance policy. What happened Mr B was in the armed forces, and holds an insurance policy his employer made available to employees. It covers ... (3 pages)View decision -
Decision Reference DRN-3828506
5 Dec 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3828506 The complaint Mr U complains that Monzo Bank Ltd won’t refund money he lost when he was the victim of a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In early 2022 Mr U was the victim of a Fore... (4 pages)View decision -
Decision Reference DRN-3724023
5 Dec 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3724023 The complaint Ms G, through her representative, complains that the loans from Everyday Lending Limited, trading as Everyday Loans, were mis-sold to her. Ms G also complains about the rate of interest charged to her. What happened Using information from Everyday Lending’s record... (7 pages)View decision -
Decision Reference DRN-3823232
5 Dec 2022 American Express Services Europe Limited UpheldBanking and PaymentsDRN-3823232 The complaint Mr M has complained American Express Services Europe Limited didn’t apply a block to his account after they confirmed they would. What happened Mr M holds an Amex card and a member of his family is a supplementary cardholder on his account. In March Mr M asked Ame... (2 pages)View decision
