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 352408 results
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Decision Reference DRN-5123714
22 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5123714 The complaint Mr P, through a representative, complains that Monzo Bank Ltd won’t refund £5,965 that he lost as the result of a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them in full here. In summary, Mr P made four ... (6 pages)View decision -
Decision Reference DRN-5013624
22 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5013624 The complaint A sole trader, who I’ll refer to as Mr W, complains that Barclays Bank UK PLC is unfairly pursuing him for a bounce back loan (“BBL”) applied for in the name of a limited company. What happened Mr W had had a business current account with Barclays in the tradin... (4 pages)View decision -
Decision Reference DRN-5030591
22 Nov 2024 Topaz Finance Limited UpheldMortgagesDRN-5030591 The complaint This complaint is about a mortgage Mr and Mrs R hold with Topaz Finance Limited trading as Hyalite Mortgages (and referred to here as Topaz). The complaint is brought on Mr and Mrs R’s behalf by a family member, Mr S. He is unhappy about the following matters:... (5 pages)View decision -
Decision Reference DRN-5089439
22 Nov 2024 Sainsbury's Bank Plc Not upheldInsuranceDRN-5089439 The complaint Mr F complains that Sainsbury's Bank Plc cancelled his motor insurance policy. What happened Mr F took out a motor insurance policy through Sainsbury’s Bank. The policy is underwritten by an insurer but Sainsbury’s arranged the policy and collected the pay... (2 pages)View decision -
Decision Reference DRN-4686971
22 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4686971 The complaint Mr M is unhappy with the service he’s received from NewDay Ltd trading as Marbles about several events relating to his credit card. What happened Mr M holds a Marbles branded credit card with NewDay. In October 2023 Mr M complained to NewDay. His complaint was... (4 pages)View decision -
Decision Reference DRN-5149014
22 Nov 2024 Ageas Insurance Limited Not upheldInsuranceDRN-5149014 The complaint Mr and Mrs B have complained about Ageas Insurance Limited’s (Ageas’) decision to decline a claim they made for accidental damage caused to their laptop and iPad. What happened In June 2022, while Mr B and Mrs B were away from home they received a call from a f... (3 pages)View decision -
Decision Reference DRN-4684890
22 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4684890 The complaint Mr M is unhappy about a number of events relating to his credit card and the service he has received from NewDay Ltd trading as Marbles. What happened Mr M holds a Marbles branded credit card with NewDay. In August 2023 Mr M complained to NewDay. He said: N... (4 pages)View decision -
Decision Reference DRN-5117648
22 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5117648 The complaint F, a limited company, complains that Monzo Bank Ltd blocked and then closed its bank account. What happened F opened an account with Monzo in June 2024. In July 2024, F received a payment from the personal account of one of its directors. It then tried to pay t... (3 pages)View decision -
Decision Reference DRN-4955421
22 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4955421 The complaint Mr C and Ms L, through their representative, have made a wide-ranging complaint about the actions of Bank of Scotland over a period of several years. I give more detail about the exact nature of their complaint below. What happened The background to this compl... (6 pages)View decision -
Decision Reference DRN-4987452
22 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4987452 The complaint Mr O complains Revolut Ltd didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam. What happened Mr O has an account with Revolut which he says he opened in the course of this scam at the suggestion of the scammer. He has accoun... (3 pages)View decision
