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 364422 results
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Decision Reference DRN-5259388
4 Feb 2025 CIGNA Europe Insurance Company SA-NV UpheldInsuranceDRN-5259388 The complaint Mr F complains that CIGNA Europe Insurance Company SA-NV cancelled his private medical insurance policy from the outset. What happened In summary, in October and November 2023, Mr F’s mother called CIGNA on his behalf and took out a private medical insurance p... (6 pages)View decision -
Decision Reference DRN-5306516
4 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5306516 The complaint Ms F complains that Monzo Bank Ltd didn’t do enough to protect her from the financial harm caused by a scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to both part... (5 pages)View decision -
Decision Reference DRN-5301832
4 Feb 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5301832 The complaint Mr and Mrs I complained that Lloyds Bank General Insurance Limited (“Lloyds”) unfairly declined their storm claim for damage to their chimney. Mr and Mrs I were unhappy with the conduct of Lloyds’ surveyor. Lloyds were providing a home insurance policy. What ha... (3 pages)View decision -
Decision Reference DRN-5306415
4 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5306415 The complaint Mrs A complains Revolut Ltd didn’t send her a customised debit card she had ordered and the customer service she received. What happened I sent the parties a provisional decision in January 2025, in which I set out the following background information to the co... (3 pages)View decision -
Decision Reference DRN-5306153
4 Feb 2025 Newcastle Building Society UpheldBanking and PaymentsDRN-5306153 The complaint M, a limited company, complains that Newcastle Building Society trading as Manchester Building Society (“Manchester”) didn’t provide prompt access to funds in its savings account when withdrawals were requested. Mr F brings this complaint on behalf of M. What h... (5 pages)View decision -
Decision Reference DRN-5156011
4 Feb 2025 MBNA Limited Not upheldConsumer CreditDRN-5156011 The complaint Mr H complains that MBNA Limited lent to him irresponsibly in relation to a loan he says was approved for him. Mr H estimates that the loan was approved on a date between 1998 and 1 January 2001. What happened On 11 August 2023 Mr H complained to MBNA about a l... (3 pages)View decision -
Decision Reference DRN-5305297
4 Feb 2025 Mortgage Agency Services Number Five Limited Not upheldMortgagesDRN-5305297 The complaint Mr and Mrs S complain about the interest rate that Mortgage Agency Services Number Five Limited (MAS5) has applied to their mortgage. What happened In 2007, Mr and Mrs S took out an interest only mortgage over a term of 23 years with GMAC RFC. The mortgage had ... (4 pages)View decision -
Decision Reference DRN-5306236
4 Feb 2025 AWP P&C S.A. UpheldInsuranceDRN-5306236 The complaint Mr R and Mr B complain that AWP P&C S.A. has voided their travel insurance policy. What happened Mr R and Mr B bought a single trip travel insurance policy on 21 April 2023, provided by AWP. The cover period was between 28 April 2023 and 27 October 2023. ... (4 pages)View decision -
Decision Reference DRN-4824883
4 Feb 2025 247 Money Group Limited UpheldConsumer CreditDRN-4824883 The complaint Mr B is unhappy with the quality of a car supplied to him under a hire purchase agreement with 247 Money Group Limited trading as 247Money (“247”). What happened I sent Mr B and 247 my provisional findings on this complaint on 16 January 2025. A copy of that de... (6 pages)View decision -
Decision Reference DRN-4861984
4 Feb 2025 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-4861984 The complaint Mr P believes Volvo Car Financial Services UK Limited (“VCFS”) wrongfully terminated an agreement he held with them. What happened In August 2022, Mr P signed a hire purchase agreement with VCFS to acquire a brand-new car in September 2022. The agreement was f... (3 pages)View decision
