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-4553767
27 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4553767 The complaint Miss Y is unhappy that Monzo Bank Ltd won’t refund the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But, in summa... (3 pages)View decision -
Decision Reference DRN-4615889
27 Feb 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4615889 The complaint Ms S is unhappy with the design and layout of The Co-operative Bank Plc (“Co-op”) online banking system. She says it doesn’t cater to the diverse needs of its customers and as such has breached its obligation to make reasonable adjustments and is discriminatory. M... (3 pages)View decision -
Decision Reference DRN-4564367
27 Feb 2024 Acromas Insurance Company Limited Not upheldInsuranceDRN-4564367 The complaint Mr B has complained that Acromas Insurance Company Limited has turned down his claim under his Breakdown Repair insurance policy. What happened The driver’s window on Mr B’s car became stuck in the open position, so he called out his roadside assistance provider, ... (2 pages)View decision -
Decision Reference DRN-4569571
27 Feb 2024 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4569571 The complaint Mr G has complained about the delays by The Prudential Assurance Company Limited (Prudential) in transferring his personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Australia, where Mr G resides. He has also complained about the level o... (5 pages)View decision -
Decision Reference DRN-4612341
27 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4612341 The complaint Mr T complains that Barclays Bank UK PLC (“Barclays”) allowed him to use his account for gambling transactions despite there being a merchant block in place. What happened Mr T has an account with Barclays. Mr T contacted Barclays regarding payments that had come ... (2 pages)View decision -
Decision Reference DRN-4605028
27 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4605028 The complaint Mrs A complains about the service she received when attempting to set up a savings account with HSBC UK Bank Plc trading as first direct (“first direct”) on its app. Mrs A is particularly unhappy that she was unable to set up a savings account over the phone and t... (4 pages)View decision -
Decision Reference DRN-4615558
27 Feb 2024 Equifax Limited UpheldConsumer CreditDRN-4615558 The complaint Mr C complains Equifax Limited recorded him under an incorrect address which led to problems with his mortgage application. What happened Mr C and his wife decided to move, and applied for a top up mortgage with their current provider – who I’ll refer to as N. Whe... (4 pages)View decision -
Decision Reference DRN-4501389
27 Feb 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4501389 The complaint Mr S complains Tesco Personal Finance PLC trading as Tesco Bank sent him a new credit card but didn’t initially explain why. What happened When Mr S received a new credit card he believed it was because his existing credit card was due to expire. He’s then found o... (2 pages)View decision -
Decision Reference DRN-4517524
27 Feb 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4517524 The complaint Mr H complains his Vanquis Bank Limited credit card didn’t work when he tried to use it. What happened On 17 June 2023 Mr H was abroad trying to pay for his car hire but the credit card wouldn’t work. When he returned to the UK, Mr H contacted Vanquis who said the... (3 pages)View decision -
Decision Reference DRN-4399155
27 Feb 2024 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-4399155 The complaint Mrs B complains Frasers Group Financial Services Limited have unfairly marked her credit file as having a missed payment in relation to her catalogue account. What happened On 5 April 2023 Mrs B bought a patio set from Frasers, which she says was delivered faulty.... (2 pages)View decision
