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 128535 results
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Decision Reference DRN-5002307
5 Sep 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5002307 The complaint Mr M complains about the charges Mitsubishi HC Capital UK PLC, trading as Novuna Vehicle Solutions (“Novuna”), applied when he returned a car at the end of his lease agreement. He also complains about the administration of the collection. What happened Mr M en... (5 pages)View decision -
Decision Reference DRN-4982224
5 Sep 2024 Assurant General Insurance Limited UpheldInsuranceDRN-4982224 The complaint Mr N complains about the way Assurant General Insurance Limited dealt with a claim on his mobile phone insurance and says the compensation it agreed to pay did not adequately reflect the distress and inconvenience he was caused. What happened When Mr N had a pr... (2 pages)View decision -
Decision Reference DRN-4917009
5 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4917009 The complaint Ms I complains about the service she received from Monzo Bank Ltd. What happened Monzo sent Ms I her debit and credit cards through the post. But when Ms I received them, she says the cards had been sent in a flimsy serrated packaging which had been opened. Ms... (3 pages)View decision -
Decision Reference DRN-4867191
5 Sep 2024 Mortgage Advice Bureau Limited UpheldInsuranceDRN-4867191 The complaint Miss P has complained that Mortgage Advice Bureau Limited (“MAB”) failed to put into place life and critical illness and income protection policies. What happened The background to this complaint is well known to the parties so I won’t repeat it in detail here.... (2 pages)View decision -
Decision Reference DRN-4798789
5 Sep 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4798789 The complaint Mr H complains that Barclays Bank UK PLC unfairly made a report about him to a fraud prevention database in connection with a mortgage application. What happened Mr H applied to Barclays for a mortgage in 2019. Barclays declined his application and reported Mr ... (3 pages)View decision -
Decision Reference DRN-5005927
5 Sep 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5005927 The complaint Mrs L complains that Moneybarn No. 1 Limited (“Moneybarn”) supplied her with a car that wasn’t of satisfactory quality at the point of supply. What happened Mrs L took out a conditional sale agreement with Moneybarn in February 2023 to acquire a used car. The ... (8 pages)View decision -
Decision Reference DRN-4992353
5 Sep 2024 HDI Global Specialty SE UpheldInsuranceDRN-4992353 The complaint Mr D complains that HDI Global Specialty SE declined his pet insurance claim. My references to HDI include its agents. What happened Mr D has ‘lifetime’ pet insurance for his dog, insured by HDI. The policy started on 8 March 2021 and is renewed annually. In De... (5 pages)View decision -
Decision Reference DRN-4767311
5 Sep 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4767311 The complaint Mr P is complaining about the way American Express Services Europe Limited (AESEL) administered certain aspects of his credit card account. What happened Mr P signed up for a basic credit card with AESEL in early 2023. In October 2023, he paid £250 to AESEL to ... (3 pages)View decision -
Decision Reference DRN-5005735
5 Sep 2024 Shawbrook Bank Limited UpheldBanking and PaymentsDRN-5005735 The complaint Mr D complains Shawbrook Bank Limited delayed the transfer of his matured individual savings Account (ISA) to a third party ISA provider. What happened I sent the parties a provisional decision in April 2024, in which I set out the following background informa... (4 pages)View decision -
Decision Reference DRN-5004904
5 Sep 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5004904 The complaint Mr W complains that Barclays Bank UK PLC trading as Barclaycard unreasonably refused his credit application. What happened Mr W applied for a credit card with Barclaycard after being pre-approved but his application was declined. Barclaycard’s rejection letter ... (3 pages)View decision