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-4617915
11 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4617915 The complaint Mr G complains that HSBC UK Bank Plc wrongly requested the return of over £5,000 of direct debit payments from his credit card provider (M). As a result M informed him that he had exceeded his credit limit. What happened In June 2023 Mr G visited his local branch ... (2 pages)View decision -
Decision Reference DRN-4623394
11 Mar 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4623394 The complaint Mr Y complains that Co-operative Bank Plc (Co-op) refused to dispute a payment he made. What happened Mr Y purchased an item online and made the payment via a third party business I’ll refer to as P. The payment was debited from Mr Y’s account with Co-op and paid ... (2 pages)View decision -
Decision Reference DRN-4559934
11 Mar 2024 Tesco Personal Finance PLC UpheldConsumer CreditDRN-4559934 The complaint Mr C complains that Tesco Personal Finance plc trading as Tesco Bank unfairly recorded a default on this credit file. He would like the default removed. What happened Mr C took out a Tesco Bank loan in September 2018. The loan was repayable over 61 months. Mr C s... (3 pages)View decision -
Decision Reference DRN-4657820
11 Mar 2024 Zurich Insurance PLC UpheldInsuranceDRN-4657820 The complaint Mr M is unhappy that Zurich Insurance PLC declined a claim he made on his travel insurance policy. What happened Mr M broke his leg whilst skiing on holiday. He claimed on his travel insurance policy, but the claim was declined because he hadn’t purchased winter s... (2 pages)View decision -
Decision Reference DRN-4673948
11 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4673948 The complaint Miss A and Mr B complain that Monzo Bank Ltd rejected their application for a joint account. They’d like Monzo to reconsider and open a joint account for them. What happened Miss A and Mr B both have personal accounts with Monzo. In May 2023, Miss A and Mr B attem... (3 pages)View decision -
Decision Reference DRN-4617416
11 Mar 2024 Lantern Debt Recovery Services Ltd Not upheldConsumer CreditDRN-4617416 The complaint Ms S complains that Lantern Debt Recovery Services Ltd is unfairly attempting to collect a debt it acquired in her name. What happened In August 2023 Lantern purchased a debt in Ms S’ name from a business I’ll refer to as A. The debt related to a guarantor loan fo... (3 pages)View decision -
Decision Reference DRN-4637455
11 Mar 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4637455 The complaint Mrs E has complained that Accredited Insurance (Europe) Ltd (AIE) unfairly declined her home insurance claim for theft and voided her policy (treated it as though it had never been in existence). AIE appointed a claims handler to deal with the claim on its behalf.... (3 pages)View decision -
Decision Reference DRN-4589043
11 Mar 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-4589043 The complaint Mr M and Mr M complain on Ms K’s behalf that Inter Partner Assistance SA (IPA) has turned down a medical expenses claim they made on Ms K’s travel insurance policy. Mr M and Mr M are represented in bringing Ms K’s complaint, but for ease, I’ve referred mainly to t... (5 pages)View decision -
Decision Reference DRN-4667223
11 Mar 2024 AWP P&C S.A. Not upheldInsuranceDRN-4667223 The complaint Mrs C is unhappy that AWP P&C SA declined a claim she made on her travel insurance policy. What happened Mrs C was abroad. Her return flight to the UK was cancelled as a result of a widespread air traffic control failure. She returned four days later than plan... (2 pages)View decision -
Decision Reference DRN-4636766
11 Mar 2024 Shawbrook Bank Limited Not upheldMortgagesDRN-4636766 The complaint This complaint arises out of the redemption of a commercial mortgage Ms K and Mr M held with Shawbrook Bank Limited. Mr M, who has dealt with the complaint throughout, says that in 2017 Shawbrook made an error on a property address when registering its legal charg... (3 pages)View decision
