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-5017902
7 Oct 2024 Tradex Insurance Company PLC UpheldInsuranceDRN-5017902 The complaint Mr T has complained that Tradex Insurance Company PLC caused delay in arranging repairs for his van when he made a claim under his commercial vehicle insurance policy. All reference to the insurer Tradex in my decision includes the administrator of the claim on... (3 pages)View decision -
Decision Reference DRN-5057302
7 Oct 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5057302 The complaint Mrs M and Mr M complain about the service they received from Barclays Bank UK PLC (“Barclays”) when they tried to set up a joint account. The complaint is brought by both Mrs M and Mr M. But, for ease of reading, I’ll refer mostly to Mrs M throughout this deci... (5 pages)View decision -
Decision Reference DRN-5064551
7 Oct 2024 Accord Mortgages Limited UpheldMortgagesDRN-5064551 The complaint Ms N complains that when she asked Accord Mortgages Limited to send her full details of all the personal information it held for her, on a recently redeemed mortgage, Accord sent all that information to the wrong address. What happened Ms N told our service tha... (3 pages)View decision -
Decision Reference DRN-4886588
7 Oct 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4886588 The complaint Miss C complains that Bank of Scotland trading as Halifax has treated her unfairly by giving her an overdraft on her account. Miss C also says the charges and fees on the overdraft have led to financial hardship. What happened Halifax granted Miss C an overdra... (3 pages)View decision -
Decision Reference DRN-5064497
7 Oct 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5064497 The complaint Mr & Mrs A complain about how Admiral Insurance (Gibraltar) Limited (“Admiral”) assessed their car’s value when it was written off in a claim under their car insurance policy. What happened Mr & Mrs A had a motor insurance policy with Admiral covering t... (4 pages)View decision -
Decision Reference DRN-5064544
7 Oct 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-5064544 The complaint Mr M complains that after he made a claim on his motor insurance policy Marshmallow Insurance Limited (Marshmallow) unfairly said he had to accept it as his fault. He further complains his claim was then cancelled. There are several parties and representatives... (4 pages)View decision -
Decision Reference DRN-5052208
7 Oct 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5052208 The complaint Mr A’s complaint is about the way he was treated by Barclays Bank UK PLC when he wanted to dispute a number of payments to an online retailer made on his debit card. What happened I made a provisional decision on this complaint on 20 September 2024. A copy of t... (8 pages)View decision -
Decision Reference DRN-4998767
7 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4998767 The complaint Mr R has complained Monzo Bank Ltd did nothing to help when he ended up paying a fraudster for a holiday. What happened At the end of 2023 into 2024, Mr R was the victim of a scam. He was looking to book an overseas holiday and googled to find his normal travel... (3 pages)View decision -
Decision Reference DRN-5051727
7 Oct 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5051727 The complaint Mr R has complained about Mitsubishi HC Capital UK Plc trading as Hitachi Capital Consumer Finance (“Mitsubishi”)’s response to a claim he made under Section 75 (“s.75”) of the Consumer Credit Act 1974 (the “CCA”) and in relation to allegations of an unfair rel... (8 pages)View decision -
Decision Reference DRN-5064422
7 Oct 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5064422 The complaint Mr K complains about AXA Insurance UK Plc’s handling and settlement of his home insurance claim. What happened The background to this complaint is complex and is well known to both parties, so I’ll provide only a brief summary here. I’ll concentrate on the issu... (7 pages)View decision
