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-4606402
8 Feb 2024 Zopa Bank Limited Not upheldBanking and PaymentsDRN-4606402 The complaint Miss M complains that Zopa Bank Limited (“Zopa”) irresponsibly gave her a credit card she couldn’t afford. What happened In April 2023 Miss M applied for and was approved for a Zopa credit card. She was given a credit limit of £1,200 for spending and an additional... (2 pages)View decision -
Decision Reference DRN-4600754
8 Feb 2024 CIGNA Europe Insurance Company SA-NV Not upheldInsuranceDRN-4600754 The complaint Mr M has complained that CIGNA Europe Insurance Company SA-NV (‘CIGNA’) provided a poor service when he made a claim. What happened Mr M has a dental insurance policy through CIGNA. Mr M made a claim for treatment and provided CIGNA with an invoice and receipt. CI... (2 pages)View decision -
Decision Reference DRN-4580686
8 Feb 2024 Monument Bank Limited Not upheldBanking and PaymentsDRN-4580686 The complaint Mrs L complains that Monument Bank Limited won’t allow her to close her Fixed Term Deposit account before maturity following a variation to the account terms and conditions (T&Cs). Mrs L has appointed her husband as a representative in her complaint, but for e... (3 pages)View decision -
Decision Reference DRN-4569271
8 Feb 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4569271 The complaint Mr B is unhappy with what Royal & Sun Alliance Insurance Limited did after he made a claim on his legal expenses insurance policy. Although the policy is in joint names (Mr B and Mr B1) as the complaint solely relates to a claim made by Mr B I’ll refer to him ... (3 pages)View decision -
Decision Reference DRN-4581820
8 Feb 2024 TIDE PLATFORM LTD Not upheldBanking and PaymentsDRN-4581820 The complaint Mr T is unhappy with the service he’s received from TIDE PLATFORM LTD (“Tide”), in particular he says it failed to cancel his upgrade and yet continued to charge him the monthly fee. What happened Mr T opened a Tide account on 13 December 2022 and upgraded it thre... (2 pages)View decision -
Decision Reference DRN-4513857
8 Feb 2024 WorldRemit Ltd Not upheldBanking and PaymentsDRN-4513857 The complaint Mr H complains about the delay experienced when he sent a payment abroad. He says WorldRemit Ltd (“WR”) failed to give him clear information about how long it would take and feels he lost out on the exchange rate because of the delay. What happened On 12 October M... (2 pages)View decision -
Decision Reference DRN-4607670
8 Feb 2024 National Savings and Investments Not upheldBanking and PaymentsDRN-4607670 The complaint The estate of Mrs J complains National Savings and Investments (NS&I) took too long to pay the investments she held. To resolve matters the estate would like interest it believes was lost on the funds, for the period of the delay, and compensation for the inco... (3 pages)View decision -
Decision Reference DRN-4517891
8 Feb 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4517891 The complaint Mr H complains that Nationwide Building Society (“Nationwide”) charged him a non-sterling transaction fee which he considers disproportionate to how much it cost it to process. What happened Mr H complained to Nationwide that it charged a 0.71p non-sterling transa... (3 pages)View decision -
Decision Reference DRN-4495768
8 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4495768 The complaint Mr A complains Barclays Bank UK PLC processed a payment without his consent. What happened Mr A attempted to make a £4,000 payment over the telephone to his neighbour, but the payment was flagged by Barclays’ systems and wasn’t paid immediately. Mr A contacted Bar... (3 pages)View decision -
Decision Reference DRN-4530913
8 Feb 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4530913 Complaint Mr M complains that Moneybarn No. 1 Limited (“Moneybarn”) unfairly entered into a conditional sale agreement with him. He’s said that the payments to the agreement were unaffordable, so he should not have been lent to. Background In January 2018, Moneybarn provided Mr... (3 pages)View decision
