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 358528 results
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Decision Reference DRN-4799896
17 Jun 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-4799896 The complaint Miss B complains about the settlement Inter Partner Assistance SA (“IPA”) paid her after she made a claim under her damage refund insurance policy. IPA is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. A... (2 pages)View decision -
Decision Reference DRN-4640526
17 Jun 2024 Paysafe Financial Services Limited Not upheldBanking and PaymentsDRN-4640526 The complaint Mrs K is unhappy with Paysafe Financial Services Limited (trading as Neteller) decision to close her account and retain funds her funds. What happened Mrs K opened an account with Neteller in 2023 and made deposits into it. Mrs K has said she used the account to s... (3 pages)View decision -
Decision Reference DRN-4852526
17 Jun 2024 Skrill Limited Not upheldBanking and PaymentsDRN-4852526 The complaint Mr S complains Skrill Limited (“Skrill”) restricted and closed his account without explanation. He also complains Skrill has withheld his funds. To put things right, Mr S wants the account reopened so that he can transfer funds from other trading accounts without ... (2 pages)View decision -
Decision Reference DRN-4856949
17 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4856949 The complaint Mr D complains that Monzo Bank Ltd (Monzo) won’t refund money he lost in a romance scam. What happened What Mr D says: Mr D met someone online via a dating website in December 2022. He found her to be attractive and was flattered she appeared to be interested in h... (8 pages)View decision -
Decision Reference DRN-4811010
17 Jun 2024 U K Insurance Limited Not upheldInsuranceDRN-4811010 The complaint Mr and Mrs H are unhappy that U K Insurance Limited (UKI) declined a claim made on their travel insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. I’ll focus on giving the reasons for my... (2 pages)View decision -
Decision Reference DRN-4833476
17 Jun 2024 RCI Financial Services Limited UpheldConsumer CreditDRN-4833476 The complaint Mr C is unhappy that a car supplied to him under a hire purchase agreement with RCI Financial Services Limited trading as Renault Finance was of an unsatisfactory quality. What happened In January 2023, Mr C was supplied with a used car through a hire purchase agr... (3 pages)View decision -
Decision Reference DRN-4572148
17 Jun 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4572148 The complaint Mrs W has complained that Bank of Scotland plc trading as Halifax (“Halifax”) prevented her from switching accounts. What happened Mrs W applied to switch her account from Halifax to another bank on 22 June 2023. However, Mrs W received a letter from Halifax dated... (3 pages)View decision -
Decision Reference DRN-4853760
17 Jun 2024 Vitality Health Limited UpheldInsuranceDRN-4853760 The complaint Mrs B is unhappy with the way Vitality Health Limited has handled a claim made on her private health insurance policy (‘the policy’). Although Mrs B is being represented in this complaint, she is the named policyholder and sole beneficiary of the policy. So, I’ve ... (8 pages)View decision -
Decision Reference DRN-4833514
17 Jun 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4833514 The complaint Mr F is unhappy that Bank of Scotland plc won’t refund a payment he says he didn’t make. What happened Mr F disputed an unrecognised £800 faster payment with Bank of Scotland. He explained that he met up with people who used his phone to supposedly look at his pho... (3 pages)View decision -
Decision Reference DRN-4744742
17 Jun 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4744742 The complaint Mr L is unhappy that Bank of Scotland plc (“BOS”) won’t honour money transfer terms they displayed to him and which he accepted. What happened On 14 December 2023, Mr L received a promotional offer from BOS which said that any money transfers he undertook within t... (3 pages)View decision
