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-4549181
30 Jan 2024 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-4549181 The complaint Mrs J complains that the whole of life policy she took out with The Royal London Mutual Insurance Society Limited (‘Royal London’) to provide funeral costs in the event of her husband’s death was unsuitable. She says she wasn’t told about the charges, that the pol... (4 pages)View decision -
Decision Reference DRN-4549184
30 Jan 2024 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-4549184 The complaint Mr J complains that the whole of life policy he took out with The Royal London Mutual Insurance Society Limited (‘Royal London’) to provide funeral costs in the event of his wife’s death was unsuitable. He says he wasn’t told about the charges, that the policy was... (4 pages)View decision -
Decision Reference DRN-4532499
30 Jan 2024 HCC International Insurance Company Plc Not upheldInsuranceDRN-4532499 The complaint Miss C complain about HCC International Insurance Company Plc trading as Tokio Marine HCC (Tokio) declining a claim under her home insurance policy for damage to her property in bad weather. Tokio use agents to administer the policy and to assess claims. Reference... (8 pages)View decision -
Decision Reference DRN-4549526
30 Jan 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4549526 The complaint F, a limited company, complains that Barclays Bank UK Plc didn’t do enough to prevent the loss it suffered when it sent money to a Barclays account as the result of a scam. Mr B (F’s owner) has brought the complaint on F’s behalf and has used a representative when... (2 pages)View decision -
Decision Reference DRN-4556318
30 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4556318 The complaint Miss V complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost after falling victim to a scam. What happened In July 2023, Miss V was trying to book her practical driving test. She wanted an earlier test date than was available through the DVLA sit... (3 pages)View decision -
Decision Reference DRN-4565257
30 Jan 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4565257 The complaint Mr J has complained to Lloyds Bank PLC about the packaged bank account he was sold in 2013. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But, in summary: Mr J took out a Classic ... (2 pages)View decision -
Decision Reference DRN-4537431
30 Jan 2024 Capital Home Loans Limited Not upheldMortgagesDRN-4537431 The complaint Ms D complains about the way Capital Home Loans Limited (CHL) handled her requests to make overpayments on her buy-to-let mortgage. What happened In September 2022 Ms D called CHL as she wanted to make a lump sum overpayment of £100,000 to her buy-to-let mortgage.... (3 pages)View decision -
Decision Reference DRN-4588879
30 Jan 2024 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-4588879 The complaint X complains about the service X received from Marks & Spencer Financial Services Plc including a manager being rude and aggressive. What happened I issued my provisional decision on this complaint on 27 January 2024, and this is what I said: I’ve considered th... (5 pages)View decision -
Decision Reference DRN-4429652
30 Jan 2024 Great Lakes Insurance SE Not upheldInsuranceDRN-4429652 The complaint Mr T is unhappy that Great Lakes Insurance SE declined a claim he made on his travel insurance policy. Any reference to Great Lakes includes the actions of its agents. What happened The circumstances of this complaint are well known to both parties, so I’ve summar... (2 pages)View decision -
Decision Reference DRN-4451681
29 Jan 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4451681 The complaint Mrs C complains that Bank of Scotland plc trading as Halifax misrepresented the fees chargeable in foreign exchange transactions. What happened On 15 July 2023 Mrs C made a payment to a merchant for 432.60 Euros. The amount was converted to Sterling at an exchange... (2 pages)View decision
