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 360264 results
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Decision Reference DRN-4933102
25 Nov 2024 Amtrust Europe Limited UpheldInsuranceDRN-4933102 The complaint Mr B complains AmTrust Europe Limited unfairly declined a claim he made on his building warranty. Any reference to Amtrust also includes its agents. What happened Mr B bought a new-build property in 2018 which came with a ten-year Amtrust ‘defects and damage’ w... (4 pages)View decision -
Decision Reference DRN-4834690
25 Nov 2024 ClearBank Limited Not upheldBanking and PaymentsDRN-4834690 The complaint Mr W, on behalf of J, complains that ClearBank Limited (“Tide”) didn’t do enough to protect J when it fell victim to two separate scams. For ease, I’ll mostly refer to Mr W throughout. What happened The details of this complaint are well known to both parties, ... (2 pages)View decision -
Decision Reference DRN-5168364
25 Nov 2024 Aviva Insurance Limited UpheldInsuranceDRN-5168364 The complaint Miss R complains that Aviva Insurance Limited has treated her unfairly with delays in the handling of her flood claim. And its decision not to provide cover for all of the remedial work that has been undertaken is unreasonable. What happened Miss R notified Avi... (5 pages)View decision -
Decision Reference DRN-5163043
25 Nov 2024 Shawbrook Bank Limited UpheldConsumer CreditDRN-5163043 The complaint Mr and Mrs W complain that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding against p... (20 pages)View decision -
Decision Reference DRN-5168861
25 Nov 2024 Coventry Building Society UpheldMortgagesDRN-5168861 The complaint Mrs B complains that Coventry Building Society unfairly declined to transfer her joint mortgage into her sole name. What happened Mrs B took out a mortgage in joint names in 2013 with her (now ex) husband. They separated and Mrs B stayed in the property. In 202... (3 pages)View decision -
Decision Reference DRN-4863330
25 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4863330 The complaint Mrs B has complained Monzo Bank Ltd won’t refund her after she was the victim of a scam. What happened In January 2024, Mrs B was selling items on an online reselling website. Her card details were compromised, and she was conned into authenticating a foreign p... (2 pages)View decision -
Decision Reference DRN-5168588
25 Nov 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-5168588 The complaint Mr O has complained about the standard of repairs Advantage Insurance Company Limited permitted when it repaired his car following his claim under his motor policy. What happened Mr O made a claim for the repair of his car on 5 June 2023. Unfortunately, the ap... (3 pages)View decision -
Decision Reference DRN-4553109
25 Nov 2024 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-4553109 The complaint Mr J has complained about the way Ikano Bank AB (publ) responded to claims he’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credit Act 1974 (the “CCA”)... (4 pages)View decision -
Decision Reference DRN-5096946
25 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5096946 The complaint Mr S has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In March 2024 Mr S was told by Monzo that they were closing his account. They also lodged a fraud-related marker on his record wit... (2 pages)View decision -
Decision Reference DRN-4975467
25 Nov 2024 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-4975467 The complaint Mr W, Miss B and Miss W are unhappy with the way in which Great Lakes Insurance UK Limited handled a claim made on their travel insurance policy for a cancelled holiday. All reference to Great Lakes includes its agents. What happened By way of its final respo... (3 pages)View decision
