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 125400 results
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Decision Reference DRN-5012507
8 Oct 2024 County Insurance Services Limited UpheldInsuranceDRN-5012507 The complaint Mr S is unhappy with the way County Insurance Services Limited (CIS) sold and renewed his home insurance policy. What happened Mr S has brought his complaint through a representative. For simplicity, any reference to Mr S within this decision includes his repre... (8 pages)View decision -
Decision Reference DRN-4860531
8 Oct 2024 Topaz Finance Limited UpheldMortgagesDRN-4860531 The complaint Mr M complains that Topaz Finance Limited, trading as Rosinca Mortgages (“Topaz”) didn’t remove a charge from his property in 2022. What happened Mr M had a mortgage with Topaz which he redeemed in 2022. Topaz had placed two charges on his property (which I’ll ... (3 pages)View decision -
Decision Reference DRN-4223398
8 Oct 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4223398 The complaint Miss W has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims she’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Cr... (6 pages)View decision -
Decision Reference DRN-5067403
8 Oct 2024 Yonder Technology Ltd UpheldBanking and PaymentsDRN-5067403 The complaint Mr G complains about the time it took Yonder Technology Ltd to action his request to downgrade his credit card account. He’s also unhappy with the level of service they provided. What happened The details of this complaint are well-known to both parties, so I w... (3 pages)View decision -
Decision Reference DRN-5068378
8 Oct 2024 esure Insurance Limited UpheldInsuranceDRN-5068378 The complaint Mr B complains about esure Insurance Limited’s handling of a motor insurance claim. What happened Mr B held a motor insurance policy with esure. His car was damaged in a flood and he made a claim. esure agreed the claim was covered, and said Mr B’s car was a wr... (3 pages)View decision -
Decision Reference DRN-4956012
8 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4956012 The complaint Mr S has complained about Monzo Bank Ltd’s decision to increase the limit on his ‘Flex’ account with Monzo, which provided running account credit for transactions Mr S made on his current account, which was also held with Monzo. Mr S has experienced financial d... (8 pages)View decision -
Decision Reference DRN-5069075
8 Oct 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5069075 The complaint Miss M complained that her claim took a long time to progress which caused her to incur additional costs. Miss M was insured by Admiral Insurance (Gibraltar) Limited (“Admiral”) under a motor policy. Miss M had representation during the claim, but for ease and ... (4 pages)View decision -
Decision Reference DRN-5067156
8 Oct 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5067156 The complaint Mr K complains about the way a call was handled by HSBC UK Bank Plc after his debit card was blocked. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Earlier this year, Mr K returned to ... (3 pages)View decision -
Decision Reference DRN-5050710
8 Oct 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5050710 The complaint Miss G complains that NewDay Ltd terminated her amount at the end of a payment holiday even though she’d made a payment to bring her account back up to date. What happened Miss G holds an account with NewDay. On 8 February 2024 NewDay sent her a letter confirmi... (3 pages)View decision -
Decision Reference DRN-4753652
8 Oct 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4753652 The complaint Mr D has complained that Wise Payments Limited (“Wise”) failed in its duty to protect him from an employment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summarise the... (4 pages)View decision
