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-4586107
1 Mar 2024 Healthcare Finance Limited Not upheldConsumer CreditDRN-4586107 The complaint Mrs K complains Healthcare Finance Limited trading as Tabeo (“HCF”) has treated her unfairly in relation to a connected lender liability claim for dental treatment which was not completed. What happened Mrs K has an adult daughter, “N”. N was due to have dental tr... (3 pages)View decision -
Decision Reference DRN-4652988
1 Mar 2024 Barclays Bank Plc UpheldBanking and PaymentsDRN-4652988 The complaint Mrs C, a sole trader, complains that the merchant acquisition services agreement she entered into with Barclays Bank Plc (trading as Barclaycard) was mis-sold to her. She says that the salesperson assured her that the charges would be lower compared to the arrange... (5 pages)View decision -
Decision Reference DRN-4449960
1 Mar 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-4449960 The complaint S complains about an account limitation by PayPal (Europe) Sarl et Cie SCA (“PayPal”). What happened The details of this complaint are well known to both parties, so I will not repeat them again here. The facts are not in dispute so I will focus on giving the reas... (2 pages)View decision -
Decision Reference DRN-4428144
1 Mar 2024 The Governor and Company of the Bank of Ireland Not upheldMortgagesDRN-4428144 The complaint Mr and Mrs G complain about poor service from The Governor and Company of the Bank of Ireland (trading as Bank of Ireland) regarding their buy to let mortgage. What happened Mr and Mrs G’s interest rate product was due to expire on 30 April 2023. They made an appl... (3 pages)View decision -
Decision Reference DRN-4240653
1 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4240653 The complaint Mr W initially through a representative complains that Monzo Bank Ltd (“Monzo”) have failed to refund money that Mr W lost as part of an investment scam. What happened The circumstances of the matter are well known to both parties so I will not go into too much de... (2 pages)View decision -
Decision Reference DRN-4572146
1 Mar 2024 Watford Insurance Company Europe Limited UpheldInsuranceDRN-4572146 The complaint Mr J complains about how his insurer, Watford Insurance Company Limited (Watford) dealt with a claim under his motor insurance policy for an accident. References to Watford in this decision include their agents. What happened In October 2020 Mr J was involved in a... (4 pages)View decision -
Decision Reference DRN-4655892
1 Mar 2024 National Westminster Bank Plc Not upheldMortgagesDRN-4655892 The complaint Mr W and Mrs W complain that National Westminster Bank Plc agreed to extend the term of their mortgage without requiring them to meet with a mortgage adviser. It had previously said this was necessary. Mr W has dealt with the complaint. Mr W asks for an apology, c... (2 pages)View decision -
Decision Reference DRN-4601472
1 Mar 2024 Madison CF UK Limited Not upheldBanking and PaymentsDRN-4601472 The complaint Ms S complains that Madison CF UK Limited (“Madison”) irresponsibly granted her a credit card account she couldn’t afford to repay. What happened Ms S entered into an agreement with Madison to have access to credit with a credit card account that was opened in Jan... (3 pages)View decision -
Decision Reference DRN-4655891
1 Mar 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4655891 The complaint Miss L complains about AXA Insurance UK Plc’s handling of her buildings insurance claim. All references to AXA also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead... (3 pages)View decision -
Decision Reference DRN-4548837
1 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4548837 The complaint Mrs O complains that Barclays Bank UK PLC didn’t act on her instructions to transfer her money from her Individual Savings Account (ISA) to an account with another finance provider. What happened On 31 March 2023, Mrs O signed a Transfer Authority Form (TAF) to tr... (2 pages)View decision
