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-4609284
20 Feb 2024 ManyPets Ltd UpheldInsuranceDRN-4609284 The complaint Miss B complains about how ManyPets Ltd administered her policy. What happened The circumstances of this complaint are well known to both parties, so I’ve summarised events. Miss B took out a pet insurance policy in October 2022. Having noticed that the first pre... (3 pages)View decision -
Decision Reference DRN-4596647
20 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4596647 The complaint Mr H complains Monzo Bank Ltd (“Monzo”) refuses to refund him for transactions on his account he says he didn’t make. What happened Mr H says several transactions were made on his account totalling £4,350 on 29 March 2023, which he didn’t make. Monzo says it think... (2 pages)View decision -
Decision Reference DRN-4617979
20 Feb 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4617979 The complaint Ms J complains that HSBC UK Bank Plc made an unauthorised reversal of a direct debit payment on her account, and she complains about the service she received in trying to resolve HSBC’s mistake. What happened Ms J called HSBC for advice and called back later the s... (3 pages)View decision -
Decision Reference DRN-4633307
20 Feb 2024 State Bank Of India (UK) Limited UpheldBanking and PaymentsDRN-4633307 The complaint Mr S complains that his debit card from State Bank Of India (UK) Limited (‘SBI’) didn’t work. What happened On 23 July 2023, Mr S tried to use his debit card in a retailer to pay for goods. The debit card didn’t work. Mr S used the PIN number and contactless payme... (3 pages)View decision -
Decision Reference DRN-4615872
20 Feb 2024 Saga Services Limited Not upheldInsuranceDRN-4615872 The complaint Ms S complains that Saga Services Limited (“Saga”) has unfairly refused to cancel her motor insurance policy and refund her full premiums owed following her request to do so. What happened The background of this complaint is well known between parties, so I’ve sum... (3 pages)View decision -
Decision Reference DRN-4249952
20 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4249952 The complaint Mrs I is unhappy with several aspects of the service she received from Barclays Bank UK PLC, including that they stopped providing the type of savings accounts she held with them and changed her savings accounts to a different type. What happened To briefly summar... (3 pages)View decision -
Decision Reference DRN-4448988
20 Feb 2024 Bank of Scotland Plc UpheldMortgagesDRN-4448988 The complaint Mr and Mrs M complain that poor service from Bank of Scotland plc (trading as Halifax) meant they missed out on lower interest rate products for their residential and buy to let (BTL) mortgages. They’d like Halifax to apply the interest rate products available in ... (3 pages)View decision -
Decision Reference DRN-4606006
20 Feb 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4606006 The complaint Mr B complains that Nationwide Building Society mishandled a request from his son to make a withdrawal from his account as an authorised third-party. Mr B is unhappy about the misinformation given and the service Nationwide provided at its branch. What happened Mr... (2 pages)View decision -
Decision Reference DRN-4515380
20 Feb 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4515380 The complaint Miss H complains that Sainsbury's Bank Plc failed to keep its promise to remove adverse data from her credit report, causing her to miss out on a mortgage deal. What happened Miss H used to have a credit card account with Sainsbury’s Bank. In April 2021 the b... (6 pages)View decision -
Decision Reference DRN-4511730
20 Feb 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4511730 The complaint Mr S complains that The Co-operative Bank Plc 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 ... (6 pages)View decision
