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-4735835
23 Apr 2024 Bank of Ireland (UK) Plc UpheldConsumer CreditDRN-4735835 The complaint Mr C complains that Bank of Ireland (UK) Plc lent irresponsibly when it approved a loan application he made. What happened In May 2021 Mr C applied for a debt consolidation loan for £11,000with Bank of Ireland. Mr C said he was employed with an income of £33,234 a... (3 pages)View decision -
Decision Reference DRN-4676986
23 Apr 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4676986 The complaint Mr M complaints about AXA Insurance UK Plc’s handling of claims he made under his home insurance policy. AXA is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As AXA has accepted it is accountable for th... (4 pages)View decision -
Decision Reference DRN-4757453
23 Apr 2024 Bank of Scotland Plc UpheldMortgagesDRN-4757453 The complaint Mr H and Ms S complain that Bank of Scotland plc trading as Halifax will no longer off them a deeds storage service (Deedstore). Halifax has recently closed Mr H and Ms S’ mortgage account and returned their paper title deeds to them. What happened Mr H and Ms S t... (4 pages)View decision -
Decision Reference DRN-4727493
23 Apr 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4727493 The complaint Mr B complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsible when it approved his credit card application and later increased the credit limit. What happened Mr B applied for a credit card in September 2019. In Mr B’s application, he said he ... (3 pages)View decision -
Decision Reference DRN-4676916
23 Apr 2024 First Central Underwriting Limited UpheldInsuranceDRN-4676916 The complaint Ms E and Mr R complained that they were pressurised into cancelling their motor insurance with First Central Underwriting Limited (“First Central”) over issues with how their “black box” policy was tracking their driving. What happened Mr R arranged a “black box” ... (3 pages)View decision -
Decision Reference DRN-4742946
23 Apr 2024 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4742946 The complaint Mr G has complained that Advanced Payment Solutions Limited, trading as Cashplus Bank (‘Cashplus’) didn’t update his address or mobile number on his account. When he told them of this, and complained, he received no response. What happened Mr G has an account with... (2 pages)View decision -
Decision Reference DRN-4757523
23 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4757523 The complaint Mr S complains that Monzo Bank Ltd (“Monzo”) failed to repeatedly cancel card payments. What happened Mr S used a third-party finance provider to pay a bill related to the service of his car. I’ll refer to the finance provider as P and the car service merchant as ... (5 pages)View decision -
Decision Reference DRN-4756815
23 Apr 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4756815 The complaint Mr and Mrs Q complain because Inter Partner Assistance SA (‘IPA’) hasn’t paid a claim under their travel insurance policy. What happened Mr and Mrs Q are insured under a single trip ‘Super Plus’ policy, provided by IPA. Mr and Mrs Q were due to travel abroad but t... (3 pages)View decision -
Decision Reference DRN-4689841
23 Apr 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4689841 The complaint Mr R complains that TSB Bank plc have been unable to retrieve funds he sent to a wrong account. Mr R is also unhappy that TSB closed his accounts and the service he received. What happened Mr R had a current account and savings account with TSB. In September 2023,... (5 pages)View decision -
Decision Reference DRN-4756719
22 Apr 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4756719 The complaint Mr and Mrs W complain that National Savings and Investments (NS&I) incorrectly returned two payments they made. Mr and Mrs W also complain about the information and service provided by NS&I. What happened The background to this complaint and my initial con... (4 pages)View decision
