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 369227 results
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Decision Reference DRN-5221711
13 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5221711 The complaint Mr B complains that Santander UK Plc applied fees and charges to his account having arbitrarily changed his account to a fee paying one. What happened Mr B said he has complained to Santander many times about unfair charges, in particular for an overdraft faci... (3 pages)View decision -
Decision Reference DRN-5145990
13 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5145990 The complaint Miss H has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss H had held an account with Monzo since September 2023. In 2024 Miss H was told by Monzo that they were closing her account.... (2 pages)View decision -
Decision Reference DRN-5190849
13 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5190849 The complaint Miss B complains that NewDay Ltd failed to reduce the outstanding balance on her credit card account after agreeing to do so. What happened Miss B holds a credit card account with NewDay. She entered a payment agreement with NewDay on 10 April 2024. She agreed ... (3 pages)View decision -
Decision Reference DRN-5216929
13 Jan 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5216929 The complaint Ms L complained about how Admiral Insurance (Gibraltar) Limited handled her repair claim under her motor insurance policy. What happened Ms L’s car was damaged in an incident and Admiral’s approved repairers (Admiral’s garage) repaired it. But when Ms L got her... (2 pages)View decision -
Decision Reference DRN-5128616
13 Jan 2025 Fairmead Insurance Limited Not upheldInsuranceDRN-5128616 The complaint Mr and Mrs H have complained that Fairmead Insurance Limited (‘Fairmead’) reneged on its agreement to settle their claim under their home insurance policy due to damage to their garden wall following a storm. For the avoidance of doubt, the term ‘Fairmead’ incl... (5 pages)View decision -
Decision Reference DRN-5213916
13 Jan 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5213916 The complaint Miss Y complains that Watford Insurance Company Europe Limited caused a delay in settling her claim on her motor insurance policy following the theft of her car. What happened Miss Y’s car was stolen by a family member, and she made a claim on her policy. The ... (3 pages)View decision -
Decision Reference DRN-5175306
13 Jan 2025 Shawbrook Bank Limited Not upheldBanking and PaymentsDRN-5175306 The complaint Ms H complains that Shawbrook Bank Limited wouldn’t accept a certified copy of her lasting power of attorney (LPA). What happened Ms H is represented in this complaint by her daughter who has an LPA allowing her to manage Ms H’s affairs. Her representative expl... (2 pages)View decision -
Decision Reference DRN-5256457
13 Jan 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5256457 The complaint Ms T complains about the amount Liverpool Victoria Insurance Company Limited (“LV”) offered to settle a claim she made under her home insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the background: Ms T got in touch wi... (4 pages)View decision -
Decision Reference DRN-5165750
13 Jan 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5165750 The complaint The estate of Mr H has complained The Co-operative Bank plc allowed a third party to be authorised to use their father’s account despite the signature being fraudulent. They also believe gambling transactions on the account went unnoticed by the bank and that t... (3 pages)View decision -
Decision Reference DRN-5221641
13 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5221641 The complaint Mrs J complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and went on to increase the credit limit. What happened Mrs J applied for a credit card with Aqua in May 2022. In the application Mrs J said she was... (3 pages)View decision
