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-4577352
31 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4577352 The complaint Mr C complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. Mr C is being represented by a third party. To keep things simple, I will refer to Mr C throughout my decision. What happened The background of this co... (3 pages)View decision -
Decision Reference DRN-4705232
31 May 2024 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4705232 The complaint Miss S complains about the quality of a car she has been financing through an agreement with N.I.I.B. Group Limited, trading as Northridge Finance (who I’ll call Northridge). What happened The details of this complaint are well known to both parties, so I won’t re... (3 pages)View decision -
Decision Reference DRN-4422929
31 May 2024 The Mortgage Works (UK) Plc UpheldMortgagesDRN-4422929 The complaint Mr F complains that The Mortgage Works (UK) Plc (“TMW”) unfairly declined his application for a term extension on his buy-to-let (“BTL”) mortgage. What happened Mr F took out a BTL mortgage in 2008 with a previous lender. He borrowed around £147,000 (inclusive of ... (5 pages)View decision -
Decision Reference DRN-4787370
30 May 2024 One Insurance Limited UpheldInsuranceDRN-4787370 The complaint Mrs J complains about One Insurance Limited (“One Insurance”) for not providing greater and faster help to her when she experienced a serious leak at her home. She wants One Insurance to compensate her for her losses. What happened Mrs J lives in a bungalow. She i... (3 pages)View decision -
Decision Reference DRN-4501738
30 May 2024 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-4501738 The complaint Miss K is unhappy that a car supplied to her under a hire purchase agreement with CA Auto Finance UK Ltd trading as FCA Automotive Services UK (‘FCA’) was of an unsatisfactory quality. What happened In December 2022, Miss K was supplied with a used car through a h... (5 pages)View decision -
Decision Reference DRN-4826105
30 May 2024 Santander UK Plc UpheldMortgagesDRN-4826105 The complaint Miss T complains that Santander UK Plc won’t remove her ex-husband from the mortgage in line with a Court Order. She said this is causing her a great deal of stress and putting her at risk of harm. What happened Miss T has a mortgage with Santander and in June 202... (5 pages)View decision -
Decision Reference DRN-4714758
30 May 2024 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-4714758 The complaint Mr and Mrs G complain that the interest rate Mortgage Agency Services Number Five Limited (MAS5) has charged on their mortgage has been unfairly high. They also complain they’ve not been able to take out a new interest rate product. What happened Mr and Mrs G took... (11 pages)View decision -
Decision Reference DRN-4824571
30 May 2024 esure Insurance Limited UpheldInsuranceDRN-4824571 The complaint Mr G complains that esure Insurance Limited delayed settling a claim made on his motor insurance policy. He wants compensation for his consequent losses and for the effect on his credit score. What happened Mr G’s lease car was damaged in an incident, and it was ... (3 pages)View decision -
Decision Reference DRN-4737340
30 May 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4737340 The complaint Ms L has complained about the service she has received from Admiral Insurance (Gibraltar) Limited in relation to her car insurance policy and a claim under it. Any reference to Admiral includes its agents. What happened Ms L said originally that the underside of h... (5 pages)View decision -
Decision Reference DRN-4698802
30 May 2024 Freeway UK Insurance Services Limited UpheldInsuranceDRN-4698802 The complaint Mr E complains about the amount Freeway UK Insurance Services Limited (“Freeway”) has charged him when he cancelled a commercial motor insurance policy. What happened When cancelling his policy Mr E was charged set up and cancellation fees as well as being charged... (3 pages)View decision
