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-4571139
30 May 2024 Zurich Insurance PLC UpheldInsuranceDRN-4571139 The complaint Mr C complains that Zurich Insurance PLC has unfairly refused to pay a claim in full under his property owners insurance policy. Where I refer to Zurich, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened M... (3 pages)View decision -
Decision Reference DRN-4644434
30 May 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4644434 The complaint Miss V complains about how Metro Bank PLC (‘Metro’) handled a claim she made to it. What happened The parties are familiar with the background details of this complaint – so I will simply summarise them here. Miss V paid for flights from an online travel agent (‘t... (5 pages)View decision -
Decision Reference DRN-4729821
30 May 2024 Lendable Ltd UpheldBanking and PaymentsDRN-4729821 The complaint Mr F is unhappy with Lendable Ltd’s response to his claim made under s.75 Consumer Credit Act 1974. What happened In September 2022 Mr F bought a used car from a dealer I’ll call C. The cash price of the car was £28,950 and Mr F paid a £500 deposit using his Lenda... (4 pages)View decision -
Decision Reference DRN-4592375
30 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4592375 The complaint C, a company, complains that Barclays Bank UK PLC unfairly froze its accounts. C has been represented in this complaint by one of its directors, Mr W. What happened In June 2023 Barclays was notified by a third-party credit and data company (“E”) that C had been s... (3 pages)View decision -
Decision Reference DRN-4722223
30 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4722223 The complaint Ms A complains that Monzo Bank Ltd hasn’t refunded her after she fell victim to a scam. What happened The background to this complaint is well known to all parties and so I’ll not go into extensive detail here. Ms A was looking for employment opportunities. She wa... (6 pages)View decision -
Decision Reference DRN-4825216
30 May 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4825216 The complaint Mr and Mrs G complain that National Westminster Bank Plc (NatWest) closed their bank accounts without providing an explanation or warning. They are also unhappy that NatWest prevented them from using the account switching service. Mr and Mrs G says this caused the... (4 pages)View decision -
Decision Reference DRN-4541625
30 May 2024 Cheetham Jackson Ltd UpheldInvestmentsDRN-4541625 The complaint Mrs S complains about Cheetham Jackson Ltd (CJL). She’s unhappy with the level of service they’ve provided her with, specifically the lack of annual reviews which she believes has caused her a financial loss. What happened Mrs S received investment advice from CJL... (3 pages)View decision -
Decision Reference DRN-3966335
30 May 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3966335 The complaint Mr H has complained about Creation Consumer Finance Ltd’s (‘Creation’) 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 relationship taking in to account Section 140A (‘s.... (6 pages)View decision -
Decision Reference DRN-4801577
30 May 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4801577 The complaint Miss J complains that Nationwide Building Society (“Nationwide”) acted irresponsibly in increasing her overdraft limit on three occasions within the space of two weeks in August 2022. What happened Miss J holds a current account with Nationwide that was opened in ... (4 pages)View decision -
Decision Reference DRN-4825238
30 May 2024 Aviva Insurance Limited UpheldInsuranceDRN-4825238 The complaint Mr W complains that Aviva Insurance Limited unfairly declined a claim he made under his home insurance policy. Mr W is represented in his complaint by his brother. For ease, I’ll refer to anything said by his brother as being said by Mr W. Aviva is the underwriter... (5 pages)View decision
