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 128312 results
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Decision Reference DRN-5236520
17 Jan 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5236520 The complaint Ms F and Mr J are unhappy with the way Royal & Sun Alliance Insurance Limited (“RSA”) handled their water damage claim under their buildings insurance policy. The policy was held in joint names. For ease of reading and because he brought the complaint, I’ll... (3 pages)View decision -
Decision Reference DRN-5261150
17 Jan 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5261150 The complaint Ms C complains that Barclays Bank UK PLC hasn’t allowed her to make payments to her buy to let mortgage. It then began taking legal action to recover the arrears that resulted. What happened Ms C has a buy to let mortgage with Barclays. The property is tenanted... (5 pages)View decision -
Decision Reference DRN-4970042
17 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4970042 The complaint A charitable incorporated organisation (CIO), which I will refer to as G, complains that Barclays Bank UK Plc treated it poorly in relation to its bank account. What happened One of our investigators looked at this complaint. Briefly, she said: In October 2... (3 pages)View decision -
Decision Reference DRN-5264921
17 Jan 2025 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-5264921 The complaint Mr D has complained about the way that Marks & Spencer Financial Services Plc, trading as M&S Bank (‘M&S’) has been dealing with his credit card account. What happened Mr D is being represented by a third party in his complaint. He has made a numbe... (2 pages)View decision -
Decision Reference DRN-4974401
17 Jan 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-4974401 The complaint Mr B complains about how Healthcare Finance Limited (‘HFL’) responded to a claim he made to it in respect of dental treatment paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) this is... (6 pages)View decision -
Decision Reference DRN-4959309
17 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4959309 The complaint Mr M complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties so I won’t repeat it all in detail here. But in su... (6 pages)View decision -
Decision Reference DRN-5232828
17 Jan 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5232828 The complaint Mrs M has complained that Domestic and General Insurance Plc (‘D&G’) declined to replace her freezer under her appliance insurance policy. What happened Mrs M’s freezer unfortunately broke down at the end of September 2024, and she raised a claim with D&am... (4 pages)View decision -
Decision Reference DRN-5094037
17 Jan 2025 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-5094037 The complaint Mr B is unhappy Transunion International UK Limited’s website won’t allow him to raise disputes about searches on his credit file. What happened Mr B says an individual who he sold his car to, is making fraudulent applications using his details. As a result of... (4 pages)View decision -
Decision Reference DRN-4780017
17 Jan 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4780017 The complaint Miss T complains about the quality of a used car she acquired through a hire purchase agreement with BMW Financial Services (GB) Limited trading as Alphera Financial Services (‘Alphera’). Miss T says the car was not fit for purpose from the start, and she was u... (4 pages)View decision -
Decision Reference DRN-5216744
17 Jan 2025 British Gas Insurance Limited UpheldInsuranceDRN-5216744 The complaint Ms C has complained that British Gas Insurance Limited (British Gas) damaged her boiler when it carried out an annual service under a home emergency policy. What happened Ms C had a home emergency policy with British Gas for several years. This included an ann... (3 pages)View decision