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-4765862
26 Apr 2024 British Gas Insurance Limited UpheldInsuranceDRN-4765862 The complaint Miss C complains about the service provided by British Gas Insurance Limited in relation to her home emergency insurance policy. What happened Miss C had a home emergency policy with British Gas which covered a property she rents out. Under the terms of the policy... (6 pages)View decision -
Decision Reference DRN-4739586
26 Apr 2024 esure Insurance Limited UpheldInsuranceDRN-4739586 The complaint Mr V complains that the settlement payment esure Insurance Limited (esure) offered him was too low, following the total loss of his car, under his motor insurance policy. What happened Mr V’s car was damaged in an accident. He contacted esure to make a claim. It c... (2 pages)View decision -
Decision Reference DRN-4765443
26 Apr 2024 National Westminster Bank Plc UpheldConsumer CreditDRN-4765443 The complaint Mr L has complained that National Westminster Bank Plc (“NatWest”) acted irresponsibly when it provided him with a £8,000 loan in March 2023. Background Mr L is a compulsive gambler. In March 2023 he successfully applied for a £8,000 loan with NatWest online. He h... (3 pages)View decision -
Decision Reference DRN-4763505
26 Apr 2024 Barclays Bank Plc UpheldInvestmentsDRN-4763505 The complaint Mr G complains that Barclays Bank Plc did not tell him about a company merger, which was relevant information to a shareholding he had in a company I shall refer to as ‘A.’ He says he only discovered his shares were delisted as a result of the merger when Barclays... (5 pages)View decision -
Decision Reference DRN-4757290
26 Apr 2024 Evergreen Finance London Limited UpheldConsumer CreditDRN-4757290 The complaint Miss T complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided her with loans she couldn’t afford to repay because at the time she had four accounts on her credit file that were in default. What happened A summary of Miss... (4 pages)View decision -
Decision Reference DRN-4697096
26 Apr 2024 Evolution Insurance Company Limited UpheldInsuranceDRN-4697096 The complaint Ms A is unhappy with the decision made by Evolution Insurance Company Limited (EICL) following a claim attempted under her home essentials home emergency policy. EICL is the underwriter of this policy. Part of this complaint concerns the actions of the agent. As E... (3 pages)View decision -
Decision Reference DRN-4580437
26 Apr 2024 The Prudential Assurance Company Limited UpheldInvestmentsDRN-4580437 The complaint Mr D’s complaint is about the maturity value he was paid for a mortgage endowment policy he had with The Prudential Assurance Company Limited. He believes it was less than it should have been and was led to believe it would be. What happened Mr D took out his mort... (4 pages)View decision -
Decision Reference DRN-4538076
25 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4538076 The complaint Mr H complains about Monzo Bank Ltd. He says that Monzo didn’t do enough to protect him when he became the victim of a scam and would like Monzo to refund him the money he has lost. What happened Mr H was contacted via WhatsApp by an individual who said they were ... (4 pages)View decision -
Decision Reference DRN-4736943
25 Apr 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4736943 The complaint Mrs L and Mr L complain that HSBC UK Plc won’t refund all the money they lost to an investment scam. As most of the correspondence has come from Mrs L, for ease of reading, I’ll refer to her alone in this decision. The details of this complaint are well known to b... (2 pages)View decision -
Decision Reference DRN-4741428
25 Apr 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4741428 The complaint Mr G complains that Vanquis Bank Limited (Vanquis) lent to him irresponsibly. What happened Mr G opened a credit card account with Vanquis in September 2015. The limits were then increased as shown: Date Limit September 2015 (new card) £500 June 2017 £1,500 April ... (4 pages)View decision
