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 364862 results
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Decision Reference DRN-5188837
4 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5188837 The complaint Miss B complains Monzo Bank Ltd only refunded a portion of the funds she lost. What happened In summary, Miss B says she lost over £40,000 while in a coercive relationship with an ex- partner. Miss B complained as she said Monzo did not provide any support tho... (3 pages)View decision -
Decision Reference DRN-5064697
4 Dec 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5064697 The complaint Mr P complained that AXA Insurance UK Plc (“AXA”) unfairly declined his claim for damage to his property and contents following a storm. AXA were providing a home insurance policy. What happened Mr P made a claim to AXA following a storm. The storm caused signi... (3 pages)View decision -
Decision Reference DRN-5108655
4 Dec 2024 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5108655 The complaint Mr G complains that a car supplied to him with finance from Blue Motor Finance Ltd (“BMF”) was previously reported as stolen/recovered and sold for salvage. He says the car has a salvage marker which has impacted on his ability to sell the car and on its value,... (3 pages)View decision -
Decision Reference DRN-5020765
4 Dec 2024 Dignity Funerals Limited Not upheldFuneral Planning ServicesDRN-5020765 The complaint The estate of Mrs R complains that Dignity Funerals Limited won’t reimburse the cost of a funeral carried out by a non-Dignity funeral director. The estate is represented by relatives of Mrs R. I’ll refer to one, Mrs L, as she first brought the complaint to ou... (3 pages)View decision -
Decision Reference DRN-5175902
4 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5175902 The complaint Mr R complains that Bank of Scotland plc (BoS) allowed him to withdraw money from a blocked account causing him to incur a large amount of legal fees in respect of divorce proceedings. What happened In November 2021 a block was put on transactions from a joint ... (2 pages)View decision -
Decision Reference DRN-5188484
4 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5188484 The complaint Mr H complains that National Westminster Bank Plc refused to accept a cash deposit to his account with it. What happened On 15 March 2024 Mr H tried to make a cash deposit of €4,900 at a NatWest branch. His intention was that the bank would convert the money to... (2 pages)View decision -
Decision Reference DRN-5096474
4 Dec 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5096474 The complaint Mr L’s complaint is about a claim he made on his The National Farmers' Union Mutual Insurance Society Limited trading as NFU Mutual (‘NFU’) legal expenses insurance policy, which was eventually declined. Mr L says that NFU treated him unfairly and wants th... (3 pages)View decision -
Decision Reference DRN-5141087
4 Dec 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5141087 The complaint Ms H complains that NewDay Ltd trading as Marbles was irresponsible in its lending to her. She wants all interest, fees and charges refunded along with statutory interest and any adverse information removed from her credit file. What happened Ms H was provided ... (4 pages)View decision -
Decision Reference DRN-5172084
4 Dec 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5172084 The complaint Mr G’s complaint arises out of a current account held with The Royal Bank of Scotland Plc. Mr G is unhappy that RBS blocked transactions on the account, as a result of which Mr G needed to open a second current account with a different bank. This left a credit... (2 pages)View decision -
Decision Reference DRN-5123742
4 Dec 2024 esure Insurance Limited UpheldInsuranceDRN-5123742 The complaint Mr P complains about delays and the quality of repairs carried out by esure Insurance Limited (“esure”) after making a claim on his car insurance policy. What happened In April 2023 Mr P found that his car had been damaged with spray... (2 pages)View decision
