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-4796178
31 May 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4796178 The complaint A company, which I will refer to as W, complains that Santander UK Plc unfairly blocked its savings account. W says that meant it didn’t have access to funds needed for a property purchase. What happened One of our investigators looked at this complaint, then wrot... (3 pages)View decision -
Decision Reference DRN-4732904
31 May 2024 V12 Retail Finance Limited UpheldConsumer CreditDRN-4732904 The complaint Mrs P complains about doors and windows which were paid for with finance provided by V12 Retail Finance Limited (“V12”). What happened In November 2022, Mrs P ordered some new doors and windows for her home. These were to be supplied and installed by a third party... (4 pages)View decision -
Decision Reference DRN-4827978
31 May 2024 New Wave Capital Limited UpheldBanking and PaymentsDRN-4827978 The complaint Mr R complains that New Wave Capital Limited (trading as Capital on Tap) unfairly reported adverse credit information about him. What happened In March 2017 Mr R was a director of a limited company. He made an application to Capital on Tap on his company’s behalf,... (3 pages)View decision -
Decision Reference DRN-4750561
31 May 2024 esure Insurance Limited UpheldInsuranceDRN-4750561 The complaint Mr S has complained about the service provided esure Insurance Limited (’esure’) in relation to his claim for storm damage under his home insurance policy. For the avoidance of doubt the term ‘esure’ includes its representatives and agents in this decision What ha... (3 pages)View decision -
Decision Reference DRN-4388281
31 May 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-4388281 The complaint Ms N has complained about the handling of her claim for her fridge freezer by Domestic & General Insurance Plc (‘D&G’) made under an extended warranty. What happened Ms N made a claim after experiencing difficulties with her fridge in March 2023. It was de... (6 pages)View decision -
Decision Reference DRN-4827723
31 May 2024 esure Insurance Limited UpheldInsuranceDRN-4827723 The complaint Miss B complains about how esure Insurance Limited dealt with her claim after her car was broken into. What happened In October 2023 Miss B’s car was broken into. She contacted esure to make a claim under her motor insurance policy. She’s unhappy about the delay i... (3 pages)View decision -
Decision Reference DRN-4827659
31 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4827659 Complaint Mr O is unhappy that Monzo Bank Ltd didn’t reimburse him after he fell victim to a scam. Background In late 2022, Mr O fell victim to a job scam. He was contacted on a social messaging app about a work opportunity. The role was one in affiliate marketing. He would be ... (3 pages)View decision -
Decision Reference DRN-4498380
31 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4498380 The complaint X complains about Monzo Bank Ltd. They say that Monzo didn’t do enough to protect them when they became the victim of a scam and would like it to refund the money that was lost. What happened X was contacted via the social media platform ‘Telegram’ by an individua... (4 pages)View decision -
Decision Reference DRN-4818316
31 May 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4818316 The complaint Mr B has complained about Acromas Insurance Company Limited. He isn’t happy about the way it dealt with a claim under his motor insurance policy. For ease of reading any reference to Acromas includes its agents. What happened I looked at this case and provided my ... (3 pages)View decision -
Decision Reference DRN-4715152
31 May 2024 Clydesdale Bank Plc UpheldConsumer CreditDRN-4715152 The complaint Mr E complains that Clydesdale Bank Plc trading as Virgin Money (Virgin) lent to him when he could not afford it. He says Virgin lent to him irresponsibly. What happened On 28 March 2021 Mr E was approved by Virgin for a £20,000 loan repayable over 85 months (seve... (6 pages)View decision
