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-4810503
21 May 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4810503 The complaint Mr and Mrs B complain about problems and delays when switching products for their buy to let mortgage with Barclays. They ask for compensation of about £1,250 and a refund of the product fee, for the financial loss and distress caused by Barclays’ poor service. Wh... (2 pages)View decision -
Decision Reference DRN-4671855
21 May 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4671855 The complaint Miss C, who is represented by a third party, complains that Specialist Motor Finance Limited (“SMFL”) irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In November 2018, Miss C acquired a used car financed by a hire pu... (3 pages)View decision -
Decision Reference DRN-4541175
21 May 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4541175 The complaint Mrs R has complained about the way Royal & Sun Alliance Insurance Limited (“RSA”) handled a claim she made on her buildings insurance policy. Reference to RSA includes its agents and representatives. What happened The background to this complaint isn’t in disp... (3 pages)View decision -
Decision Reference DRN-4668461
21 May 2024 Close Brothers Limited UpheldConsumer CreditDRN-4668461 The complaint Mr B is unhappy that a car supplied to him under a conditional sale agreement with Close Brothers Limited was of an unsatisfactory quality. What happened In October 2022, Mr B was supplied with a used car through a conditional sale agreement with Close Brothers. H... (4 pages)View decision -
Decision Reference DRN-4723262
21 May 2024 One Insurance Limited UpheldInsuranceDRN-4723262 The complaint Mr G complains that One Insurance Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a car that had first been registered in about 2016. Mr G acquired the car and changed its registration to... (5 pages)View decision -
Decision Reference DRN-4744487
21 May 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4744487 The complaint Mr L complains Nationwide Building Society (“Nationwide”) debited £30 from his account without explanation and wants the transaction refunded. Mr L also complains that Nationwide has decided to close all his accounts despite his vulnerabilities. Mr L says Nationwi... (3 pages)View decision -
Decision Reference DRN-4610090
21 May 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4610090 The complaint P, a limited company, complains that TSB Bank plc sent two payments to the wrong account and hasn’t provided satisfactory help to recover those payments. What happened In May and June 2023 two payments totalling more than £10,000 were made from P’s account by fast... (3 pages)View decision -
Decision Reference DRN-4766424
21 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4766424 The complaint Miss K is unhappy that Monzo Bank Ltd haven’t reimbursed the money she lost through a scam. Miss K’s complaint has been brought on her behalf by a professional representative. What happened Around October 2022 Miss K was contacted by a scammer on a messaging app. ... (7 pages)View decision -
Decision Reference DRN-4806730
21 May 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4806730 The complaint Mrs P is unhappy J.P. Morgan Europe Limited (“Chase”) won’t refund the money she lost as a result of a third-party scam. What happened I’m not going to cover all the points raised in detail. The view of 14 December 2023 covered the details of Mrs P’s testimony. Bu... (6 pages)View decision -
Decision Reference DRN-4775304
21 May 2024 Evolution Insurance Company Limited UpheldInsuranceDRN-4775304 The complaint Mrs B complains about the way Evolution Insurance Company Limited has handled a claim under her boiler insurance policy. Where I refer to Evolution, this includes the actions of its agents and claims handlers. What happened In November 2023, Mrs B renewed her boil... (4 pages)View decision
