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-4632441
20 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4632441 The complaint Mrs M complains that Barclays Bank UK PLC did not honour a promotional offer she applied for. What happened Mrs M attempted to apply for a combined offer with Barclays and a credit card company (which I will refer to as CCC in this decision) in Barclays wider grou... (5 pages)View decision -
Decision Reference DRN-4595146
20 Feb 2024 PDL Finance Limited Not upheldConsumer CreditDRN-4595146 The complaint Miss H complains PDL Finance Limited trading as Mr Lender (“Mr Lender”) gave her a loan without carrying out sufficient checks. Had better checks been made it would’ve discovered Miss H had a low credit score and that she was reliant on credit. What happened Miss ... (3 pages)View decision -
Decision Reference DRN-4423172
20 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4423172 The complaint Ms K complains Monzo Bank Ltd didn’t do enough to protect her when she fell victim to a job scam. What happened Ms K, who has a representative, has an account with Monzo Bank. Ms K says she was looking for a way to supplement her income when she received a message... (5 pages)View decision -
Decision Reference DRN-4624119
20 Feb 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-4624119 The complaint Mr G complains that St James’s Place Wealth Management Plc (“SJP”) gave him unsuitable investment advice. He says SJP didn’t carry out due diligence on the investment it recommended and that the risks of the investment, and suitable alternatives, weren’t discussed... (3 pages)View decision -
Decision Reference DRN-4540682
20 Feb 2024 Pinnacle Insurance Plc Not upheldInsuranceDRN-4540682 The complaint Mr M’s complaint is about the refusal of a claim under his pet insurance policy with Pinnacle Insurance Plc. What happened In July 2023, Mr M made a claim under the policy for treatment for his dog who had been diagnosed with pancreatitis. Pinnacle refused the cla... (4 pages)View decision -
Decision Reference DRN-4185108
20 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4185108 Complaint Ms R is unhappy with the way Barclays Bank UK PLC handled things when she told it about some unauthorised payments made from her account. Background In January 2021, Ms R contacted Barclays to let it know that there were payments that had left her account which she ha... (2 pages)View decision -
Decision Reference DRN-4553694
20 Feb 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4553694 The complaint Ms S is complaining about Moneybarn No.1 Limited (Moneybarn). She says they were irresponsible in lending to her as the loan was unaffordable. What happened In October 2020, Ms S took out a conditional sale agreement with Moneybarn to finance the purchase of a ca... (3 pages)View decision -
Decision Reference DRN-4632129
20 Feb 2024 Phoenix Life Limited UpheldInsuranceDRN-4632129 The complaint Mrs J and Mr J have complained about the service they received from Phoenix Life Limited trading as Sun Life (“Sun Life”). What happened The background to this matter is well known to the parties and not in dispute. In summary Mrs J and Mr J each had an over 50s p... (2 pages)View decision -
Decision Reference DRN-4520606
20 Feb 2024 Atlanta Insurance Intermediaries Limited Not upheldInsuranceDRN-4520606 The complaint Mr F complains about the fees charged by Atlanta Insurance Intermediaries Limited, trading as Be Wiser, after his policy was cancelled. The policy is administered by Be Wiser and it’s underwritten by another business, who I’ll call U in this decision. What happene... (2 pages)View decision -
Decision Reference DRN-4566397
20 Feb 2024 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-4566397 The complaint Mr P complains Marks & Spencer Financial Services Plc trading as M&S Bank have provided him with poor customer service regarding the Cash Individual Savings Account (ISA) he opened with them. What happened Mr P attempted to open an M&S Bank Cash ISA, d... (3 pages)View decision
