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-4667679
7 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4667679 The complaint Ms C complains that Barclays Bank UK PLC gave her a cheque for the amount of her savings bond, but her other bank marked it as fraudulent. Ms C said she is seriously ill and very distressed and wanted her money back as soon as possible. What happened I set out wha... (5 pages)View decision -
Decision Reference DRN-4501268
7 Mar 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4501268 The complaint Mr H complains about the lack of support he received from Capital One (Europe) plc when he experienced financial difficulties. He’s unhappy that his account was defaulted and terminated. What happened In December 2020 Mr H opened a credit account with Capital One.... (4 pages)View decision -
Decision Reference DRN-4600480
7 Mar 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4600480 The complaint Miss M has complained that Bank of Scotland Plc trading as Halifax has refused to capitalise the arrears on her mortgage account. Miss M says this is unfair and she would like Halifax to capitalise the arrears. Following an Ombudsman’s decision dated 24 January 20... (4 pages)View decision -
Decision Reference DRN-4665675
7 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4665675 The complaint Mrs A complains that Bank of Scotland plc trading as Halifax (“Halifax”) unfairly declined her claim under section 75 of the Consumer Credit Act 1974 (“CCA”) in relation to a payment she made using her credit card to purchase a timeshare product. What happened In ... (6 pages)View decision -
Decision Reference DRN-4665679
7 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4665679 The complaint Mr N complains that NewDay Ltd (“NewDay”) failed to uphold his claim under section 75 of the Consumer Credit Act 1974 (“CCA”) in relation to payments he made using his credit card to purchase a timeshare product. What happened In or around May 2015, while on holid... (5 pages)View decision -
Decision Reference DRN-4632468
7 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4632468 Complaint Ms V is unhappy that Monzo Bank Ltd didn’t reimburse her after she fell victim to a scam. Background The background to this complaint is well known to the parties, so I don’t intend to set it out in full here. Briefly, in December 2022, Ms V fell victim to an employme... (4 pages)View decision -
Decision Reference DRN-4652575
7 Mar 2024 DAS Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-4652575 The complaint Mr W’s complaint is about a claim he made on his DAS Legal Expenses Insurance Company Limited (‘DAS’) legal expenses insurance policy. Mr W says DAS treated him unfairly. Mr W is represented in this complaint but for ease of reference I shall refer to all submissi... (3 pages)View decision -
Decision Reference DRN-4634884
7 Mar 2024 Great Lakes Insurance SE Not upheldInsuranceDRN-4634884 The complaint Mr B has complained that Great Lakes Insurance SE declined a claim he made on a travel insurance policy. What happened Mr B’s planned travel itinerary was as follows: 8 July 2023 – fight from the UK to city A 12 July 2023 – flight from city A to city B, then a ... (3 pages)View decision -
Decision Reference DRN-4641558
7 Mar 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4641558 The complaint Mr R complains that AXA PPP Healthcare Limited hasn’t settled his private medical insurance claim in full. What happened Mr R holds private medical insurance cover with AXA. He needed an operation and contacted AXA. He was given authorisation for the treatment, an... (2 pages)View decision -
Decision Reference DRN-4667647
7 Mar 2024 First Complete Ltd UpheldMortgagesDRN-4667647 The complaint Mr E and Mrs E ‘s complaint is about mortgage advice they received from First Complete Ltd trading as PRIMIS Mortgage Network. To settle the complaint Mr and Mrs E want First Complete to compensate them for their financial losses and for the distress and inconveni... (6 pages)View decision
