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 369228 results
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Decision Reference DRN-5316668
11 Feb 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5316668 The complaint Miss H complains about the way Lloyds Bank General Insurance Limited handled an escape of water claim under a buildings insurance policy. Reference to Lloyds include its agents. What happened In summary, Miss H held buildings insurance with Lloyds. She noticed ... (7 pages)View decision -
Decision Reference DRN-5278151
11 Feb 2025 esure Insurance Limited Not upheldInsuranceDRN-5278151 The complaint Mr S has complained about esure Insurance Limited’s decision to settle a claim as a fault claim under his car insurance policy. What happened In March 2024 Mr S was involved in an incident with a third party vehicle (TPV). esure settled the third party’s claim ... (3 pages)View decision -
Decision Reference DRN-4956720
11 Feb 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4956720 The complaint Mr W complains that Volkswagen Financial Services (UK) Limited, trading as Audi Financial Services, has terminated the hire purchase agreement under which a car was supplied to him. What happened A new car was supplied to Mr W under a hire purchase agreement wi... (3 pages)View decision -
Decision Reference DRN-5311117
11 Feb 2025 Nationwide Building Society Not upheldMortgagesDRN-5311117 The complaint Mr D and Mrs D complain about the method Nationwide Building Society has used to calculate the interest charged in their first mortgage payment. What happened Mr D and Mrs D took out a new mortgage with Nationwide which completed on 29 April 2024. They borrowed... (3 pages)View decision -
Decision Reference DRN-4766439
11 Feb 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4766439 The complaint Mr K has complained that American Express Services Europe Limited (‘Amex’) hasn’t refunded him for counterfeit stamps he bought using his Amex credit card. What happened Mr K bought a number of stamps between 2018 and 2021, using his Amex credit card. This was ... (2 pages)View decision -
Decision Reference DRN-5138893
11 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5138893 The complaint A company, which I’ll refer to as W, complains that Lloyds Bank PLC closed its bank account without notice which in turn caused problems for repayment of its Bounce Back Loan (BBL). What happened W had a business current account and a business credit card accou... (4 pages)View decision -
Decision Reference DRN-5200261
11 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5200261 The complaint Mr B complains about how Admiral Insurance (Gibraltar) Limited handled a claim he made (then later withdrew) on his commercial motor insurance policy. What happened In October 2023 an object fell from a truck on a motorway, causing damage to Mr B’s vehicle. He ... (3 pages)View decision -
Decision Reference DRN-4959639
11 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4959639 The complaint Mr A complains that HSBC UK Bank Plc trading as first direct (“fist direct”) won’t refund several payments he says he made and lost to a scam. What happened Mr A raised a complaint with first direct, but it wasn’t upheld. So, Mr A brought his complaint to our ... (2 pages)View decision -
Decision Reference DRN-4873262
11 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4873262 The complaint Miss C complains that Monzo Bank Ltd failed to protect her from becoming the victim of a scam and did not appropriately warn her about several payments she made from her account. To make things right Miss C would like to be compensated for her financial loss. W... (4 pages)View decision -
Decision Reference DRN-5279193
11 Feb 2025 JAJA FINANCE LTD UpheldBanking and PaymentsDRN-5279193 The complaint Miss B complains about the way in which Jaja Finance Ltd trading as Asda Money Credit Card managed her account. What happened Miss B holds a credit card account with Jaja. In May 2024 Miss B missed a payment on the account. On 7 June 2024 Miss B contacted Jaja ... (4 pages)View decision
