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 344609 results
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Decision Reference DRN-4596966
14 Aug 2024 Creation Financial Services Limited Not upheldBanking and PaymentsDRN-4596966 The complaint Mr M complains that Creation Financial Services Limited won’t refund him his money for a package holiday. What happened In February 2020 Mr M used his Creation credit card to part pay for a package holiday for his family to Greece. Due to th... (5 pages)View decision -
Decision Reference DRN-4960354
14 Aug 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4960354 The complaint Mrs S and Mr S’s complaint is about the rejection of a claim made under their pet insurance policy with Royal & Sun Alliance Insurance Limited (“RSA”). What happened In August 2023, Mrs S And Mr S were advised to have their dog put down after it had bitten... (5 pages)View decision -
Decision Reference DRN-4856244
14 Aug 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4856244 The complaint Mr C complains about the service provided by Barclays Bank UK PLC trading as Barclaycard after he mistakenly made two credit card payments. What happened On 29 February 2024 Mr C made a payment of £250 from his bank account to his Barclaycard credit card. Mr C’... (3 pages)View decision -
Decision Reference DRN-4966695
14 Aug 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4966695 The complaint Mr A has complained that Clydesdale Bank Plc (trading as Virgin Money) registered a fraud marker against him. What happened In spring 2023, Mr A received a credit of £108 into his Virgin account. This was reported by the sending bank as coming from fraud, so Vi... (3 pages)View decision -
Decision Reference DRN-4769677
14 Aug 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4769677 The complaint Mr K complains about the service he received from Santander UK Plc when he was unable to withdraw cash from an ATM using his bank card. What happened On 22 February 2024 Mr K attempted to get cash out of an ATM using his Santander card but was unable to do so. ... (3 pages)View decision -
Decision Reference DRN-4966584
14 Aug 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4966584 The complaint Mr D has complained about the settlement offered by Lloyds Bank General Insurance Limited trading as Halifax (Lloyds) for a claim under his home insurance policy. What happened Mr D had a water leak at his property. He arranged for a plumber to stop the leak. ... (5 pages)View decision -
Decision Reference DRN-4838622
14 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4838622 The complaint Miss T complains about how Monzo Bank Ltd (Monzo) treated her when she approached them about a gambling issue she had, and a delay in placing blocks on her account with them. Miss T says this caused frustration and had a significant impact on her finances. What... (4 pages)View decision -
Decision Reference DRN-4891281
14 Aug 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4891281 The complaint Mrs R complains about problems with Sainsbury’s Bank Plc after a credit card payment wasn’t made. What happened Mrs R has a Sainsbury’s Bank credit card and has explained that, due to an oversight, her November 2023 direct debit payment was returned to her ban... (3 pages)View decision -
Decision Reference DRN-4866628
14 Aug 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-4866628The complaint Mr C is unhappy that Legal and General Assurance Society Limited (L&G) declined his income protection claim. What happened Mr C is insured through his employer’s group income protection policy. The policy specified a deferred period of 26 weeks and L&G is t... (4 pages)View decision -
Decision Reference DRN-4946827
14 Aug 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4946827 The complaint Miss B, through her representative, complains that Capital One (Europe) plc, a credit card company, lent to her by approving the credit card and then increasing the credit limit when she could not afford it. What happened Miss B applied for the credit card with... (3 pages)View decision