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 367300 results
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Decision Reference DRN-4820144
30 Jan 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4820144 The complaint Mr A complains that BMW Financial Services (GB) Limited (BMWFS) trading as Alphera Financial Services wouldn’t let him reject a car. He would like to reject the car, cancel the credit agreement and receive a refund of monthly payments made. What happened The d... (2 pages)View decision -
Decision Reference DRN-5296343
30 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5296343 The complaint Mr A complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded him the money he lost in a scam. What happened I’m not going to cover all the points raised in detail. The view of 8 October 2024 covered the details of Mr A’s testimony and timeline of the transacti... (5 pages)View decision -
Decision Reference DRN-5246303
30 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5246303 The complaint Mr K complains that when he called Nationwide Building Society his call dropped. He says Nationwide should increase its £15 compensation to £25. What happened Mr K called Nationwide on 11 November 2024, but the call dropped. Mr K complained to Nationwide about... (2 pages)View decision -
Decision Reference DRN-5287241
30 Jan 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5287241 The complaint Miss W is unhappy with the way Watford Insurance Company Europe Limited (Watford) handled the repair of her vehicle after she made a claim on her motor insurance policy. What happened The details of this complaint will be well known to both parties so I’ve summ... (4 pages)View decision -
Decision Reference DRN-5236167
30 Jan 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5236167 The complaint Ms A complains about the way Royal & Sun Alliance Insurance Limited (RSA) handled a claim she made on her home insurance policy. She says RSA discriminated against her and this caused delays in completing works. What happened Ms A made an escape of water c... (3 pages)View decision -
Decision Reference DRN-5198921
30 Jan 2025 Sesame Limited UpheldPensions and AnnuitiesDRN-5198921 The complaint Mr W complains that Sesame Limited (Sesame) mis-sold him a Free Standing Additional Voluntary Contribution (FSAVC) pension plan causing him losses. He wants compensation for his losses. Mr W is represented in his complaint by a claims management company (CMC) ... (5 pages)View decision -
Decision Reference DRN-5289549
30 Jan 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5289549 The complaint Mr C complains that Mitsubishi HC Capital UK Plc, trading as Novuna Personal Finance, irresponsibly lent to him. What happened Mr C took out a 60-month fixed term loan for £9,500 from Novuna on 10 March 2023. The monthly repayments were £282.51 and the total r... (3 pages)View decision -
Decision Reference DRN-5296051
30 Jan 2025 esure Insurance Limited UpheldInsuranceDRN-5296051 The complaint Mr H complains that esure Insurance Limited (“esure”) unfairly reduced its settlement payment due to a motoring conviction - and valued his car below its market value after it was stolen under his motor insurance policy. What happened Mr H’s car was stolen in ... (5 pages)View decision -
Decision Reference DRN-5295805
30 Jan 2025 Santander UK Plc UpheldMortgagesDRN-5295805 The complaint Mr R and Ms R complain that Santander UK Plc unfairly added legal fees to the redemption statement on their mortgage account. What happened Mr R and Ms R have a mortgage with Santander. The term ended in April 2021 and was extended. Santander says that after be... (3 pages)View decision -
Decision Reference DRN-5262755
30 Jan 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5262755 The complaint Miss C has complained about the handling of a claim under her mobile phone insurance policy with Assurant General Insurance Limited. What happened Miss C contacted Assurant in August 2024, as her phone was damaged and she wanted to claim for the repair. Assuran... (3 pages)View decision
