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 360264 results
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Decision Reference DRN-4740925
19 Apr 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4740925 The complaint Mr I complains about the information and service provided by Barclays Bank UK PLC when his Flexible Cash ISA matured. What happened Mr I had a Flexible Cash ISA with Barclays with a maturity date of 11 January 2024. In December 2023, Barclays sent Mr I inform... (4 pages)View decision -
Decision Reference DRN-4552630
19 Apr 2024 Smart Currency Exchange Limited Not upheldBanking and PaymentsDRN-4552630 The complaint Mr C and Mr H complain about the service provided by Smart Currency Exchange Limited (SCEL) while trying to convert and transfer around €400,000 from Italy to the UK. What happened Mr C and Mr H were selling their property in Italy. They spoke with one of SCEL’s t... (5 pages)View decision -
Decision Reference DRN-4467244
19 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4467244 The complaint Mr H complains that Santander UK Plc (“Santander”) won’t refund payments totalling £30,900 made from his account that he says he didn’t authorise. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. ... (4 pages)View decision -
Decision Reference DRN-4667227
19 Apr 2024 Covea Insurance plc UpheldInsuranceDRN-4667227 The complaint L, a limited company, complains about what Covea Insurance plc did after it made a claim on its commercial combined insurance policy. What happened In December 2022 Covea received a claim from L for damage and increased costs of working. This followed a storm whic... (4 pages)View decision -
Decision Reference DRN-4752479
19 Apr 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4752479 The complaint Mr Y complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to bo... (4 pages)View decision -
Decision Reference DRN-4752394
19 Apr 2024 HCC International Insurance Company Plc UpheldInsuranceDRN-4752394 The complaint Mrs R has complained about her property insurer HCC International Insurance Company Plc about how it has handled a claim following a flood, including outstanding repairs and poor work completed. HCC has used a number of agents to progress the claim. I’ll refer to ... (10 pages)View decision -
Decision Reference DRN-4748382
19 Apr 2024 Ikano Bank AB (publ) UpheldConsumer CreditDRN-4748382 The complaint Mr K complains Ikano Bank AB (publ) failed to update his address on their systems, and this resulted in his account being unfairly defaulted. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts a... (4 pages)View decision -
Decision Reference DRN-4747356
19 Apr 2024 PEBBLE PROTECTION LTD UpheldInsuranceDRN-4747356 The complaint Mr R complains that PEBBLE PROTECTION LIMITED (Pebble) mis-sold him a new life insurance policy, that left him with considerably less cover than he had previously. What happened Mr R says he had a term assurance policy in place, which provided him with £200,000 of... (3 pages)View decision -
Decision Reference DRN-4747361
19 Apr 2024 Legal and General Assurance Society Limited UpheldInsuranceDRN-4747361 The complaint Mr R complains that Legal and General Assurance Society Limited (L&G) let him cancel a life insurance policy, before reducing the terms on his succeeding policy. What happened Mr R says he had a term assurance policy in place with L&G, which provided him w... (4 pages)View decision -
Decision Reference DRN-4732198
19 Apr 2024 U K Insurance Limited Not upheldInsuranceDRN-4732198 The complaint Mr S complains U K Insurance Limited trading as Direct Line Car Insurance (UKI) did not make updates to his motor insurance policy correctly when he changed his car. And it would not cover for the financial loss to him when it was found the new car was a stolen ve... (3 pages)View decision
