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-4694669
18 Apr 2024 Paymentsense Limited UpheldBanking and PaymentsDRN-4694669 The complaint I has complained Paymentsense Limited, trading as Dojo, is requiring them to pay a card refund of £5,000 that was made fraudulently. What happened Mr B runs a company, called I, and uses a card processing machine provided by Dojo. In March 2023, a couple of men ca... (3 pages)View decision -
Decision Reference DRN-4707839
18 Apr 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4707839 The complaint Mr K complains that HSBC UK Bank Plc (“HSBC”) won’t refund £25,000 he says he lost to an investment scam in May 2022. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief summary, Mr K invest... (2 pages)View decision -
Decision Reference DRN-4738223
18 Apr 2024 Amtrust Europe Limited Not upheldInsuranceDRN-4738223 The complaint Mr L and Mrs L are unhappy with what Amtrust Europe Limited did after they made a claim on their legal expenses insurance policy. Although the policy is in joint names, as the submissions have been made by Mrs L, for ease I’ll refer to her in this decision What ha... (4 pages)View decision -
Decision Reference DRN-4690916
18 Apr 2024 West Bay Insurance Plc UpheldInsuranceDRN-4690916 The complaint Mr C complains about delays in West Bay Insurance Plc (West Bay) arranging repairs to his car following an accident, and a premium increase due to an ongoing claim at renewal, under his motor insurance policy. What happened Mr C says he skidded on some ice on his ... (3 pages)View decision -
Decision Reference DRN-4620002
18 Apr 2024 National Westminster Bank Plc Not upheldInvestmentsDRN-4620002 The complaint Mr G complains that National Westminster Bank Plc (NatWest) caused delays in the transfer of his cash ISA to another provider, resulting in him being financially disadvantaged. What happened In early December 2022, Mr G decided to transfer his cash ISA from NatWes... (4 pages)View decision -
Decision Reference DRN-4629956
18 Apr 2024 Telefonica UK Limited UpheldConsumer CreditDRN-4629956 The complaint Mr H complaints about the service provided to him by Telefonica UK Limited (trading as “O2”) in respect of four fixed sum loan agreements he took out for two mobile phones, an Apple Watch and an iPad. What happened In 2022, Mr H took out a number of separate Refre... (2 pages)View decision -
Decision Reference DRN-4597774
18 Apr 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4597774 The complaint Mr O has complained HSBC UK Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2022 Mr O was told by HSBC that they were closing his account. They also lodged a fraud-related marker on his record with CIFAS.... (2 pages)View decision -
Decision Reference DRN-4714471
18 Apr 2024 Aviva Insurance Limited UpheldInsuranceDRN-4714471 The complaint Mr C has complained about the way Aviva Insurance Limited handled a claim for burglary under his home insurance policy and about the settlement it offered him. What happened In September 2022 Mr C made a claim to Aviva after his home was burgled. Various items wer... (2 pages)View decision -
Decision Reference DRN-4683595
18 Apr 2024 Barclays Bank UK PLC Not upheldInsuranceDRN-4683595 The complaint Miss M complains about the sale of a life insurance policy by Barclays Bank UK PLC. What happened In 2019, Miss M took out a life insurance policy through Barclays. The sale took place in a branch. However, she says she thought she’d taken out a pension, and only ... (2 pages)View decision -
Decision Reference DRN-4746418
18 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4746418 The complaint Mr F has complained Monzo Bank Ltd won’t refund money he lost as the result of a scam. What happened After expecting a pay-out following a car accident, Mr F was reviewing potential cryptocurrency investments. He joined a crypto investment group and got advice fro... (3 pages)View decision
