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-4528424
29 Jan 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4528424 The complaint Mr P complains that National Westminster Bank Plc (“NatWest”) mishandled his chargeback dispute for three payments totalling £60,000, which Visa said were made out of time. What happened The details of this complaint are well known to both parties, so I won’t repe... (3 pages)View decision -
Decision Reference DRN-4366076
29 Jan 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4366076 The complaint Mr G complains about the quality of a used car that was supplied to him through a conditional sale agreement with Moneybarn No. 1 Limited (MBL). What happened In May 2022, Mr G acquired a used car through a conditional sale agreement with MBL. The car was about si... (5 pages)View decision -
Decision Reference DRN-4586552
29 Jan 2024 Evelyn Partners Financial Planning Limited Not upheldPensions and AnnuitiesDRN-4586552 The complaint Mr G complains Evelyn Partners Financial Planning Limited trading as Smith & Williamson caused unreasonable delays when switching his stocks and shares Individual Savings Account (ISA) and his self-invested personal pension (SIPP), resulting in a financial los... (7 pages)View decision -
Decision Reference DRN-4344245
29 Jan 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4344245 The complaint Mr H updated National Westminster Bank Plc that he was travelling abroad, and he complains about his account being blocked, causing a financial loss. What happened Mr H was travelling to Country A and he planned to purchase a property using funds from his NatWest ... (3 pages)View decision -
Decision Reference DRN-4544627
29 Jan 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4544627 The complaint Mrs and Mr C complain that Great Lakes Insurance SE declined their travel insurance claim and about its service. My references to Great Lakes include its agents. What happened Mrs and Mr C had an annual multi trip travel insurance policy. Great Lakes insured the r... (3 pages)View decision -
Decision Reference DRN-4279373
29 Jan 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4279373 The complaint Mrs R complains that Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund her the money she lost, after she fell victim to an Authorised Push Payment (“APP”) investment scam. What happened The background to this complaint is well known to both parties,... (4 pages)View decision -
Decision Reference DRN-4587793
29 Jan 2024 Hastings Insurance Services Limited Not upheldInsuranceDRN-4587793 The complaint Mr P and Ms M complain that Hastings Insurance Services Limited (“Hastings”) debited more than they should’ve for a monthly instalment towards their premium for their car insurance policy. Ms M has acted as the main representative during the complaint process. So,... (3 pages)View decision -
Decision Reference DRN-4544163
29 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4544163 The complaint Mrs M complains that Monzo Bank Ltd (Monzo) won’t refund money she lost in a scam. What happened What Mrs M says: Mrs M found a company advertising on a booking website. Mrs M contacted them and had regular contact. She confirmed the dates of the booking on WhatsA... (4 pages)View decision -
Decision Reference DRN-4461467
29 Jan 2024 Haven Insurance Company Limited Not upheldInsuranceDRN-4461467 The complaint Miss O complains about how Haven Insurance Company Limited handled a claim made on her motor insurance policy. She wants it to honour an offer to settle her claim or for the car to be repaired and not recorded as a write-off. What happened A family member took Mis... (2 pages)View decision -
Decision Reference DRN-4569193
29 Jan 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4569193 The complaint Mr H and Mrs H have complained about how Royal & Sun Alliance Insurance Limited (RSA) dealt with claims under a home emergency policy. References to RSA include companies acting on its behalf. What happened Mr H and Mrs H contacted RSA on two occasions to make... (2 pages)View decision
