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 125399 results
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Decision Reference DRN-4663375
3 Apr 2024 Zopa Bank Limited UpheldBanking and PaymentsDRN-4663375 The complaint Mr B is complaining about Zopa Bank Limited because he says it lent irresponsibly when providing him with a credit card. He says he had a gambling problem for which he’s receiving treatment and he shouldn’t have been given access to further credit. What happened O... (4 pages)View decision -
Decision Reference DRN-4610794
3 Apr 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4610794 The complaint Mr K complains that National Westminster Bank Plc declined a transaction he wanted to make and about the customer service he received. What happened The circumstances of this complaint are well known to both parties, so I won’t repeat everything in detail. Instead... (3 pages)View decision -
Decision Reference DRN-4719119
3 Apr 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4719119 The complaint Mr and Mrs H complain that Barclays Bank UK PLC did not tell them that their mortgage payment went up. As a result their mortgage fell into arrears. What happened Mr and Mrs H have a mortgage with Barclays. In 2014 they moved abroad and obtained permission to let ... (3 pages)View decision -
Decision Reference DRN-4476131
3 Apr 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4476131 The complaint Mrs L complains that AXA Insurance UK Plc declined a claim she made on her home insurance policy for subsidence. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: Mrs L has had home insurance through an indepe... (3 pages)View decision -
Decision Reference DRN-4650896
3 Apr 2024 Admiral Insurance Company Limited UpheldInsuranceDRN-4650896 The complaint Mr H complains that Admiral Insurance Company Limited failed to repair all the damage to his vehicle following a claim on his motor insurance policy. Whilst Mr H is represented by a family member, for ease of reading, I’ll refer to all submissions having been made... (3 pages)View decision -
Decision Reference DRN-4713099
3 Apr 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4713099 The complaint Mr P has complained about the way Haven Insurance Company Limited has dealt with his claim under his Private Car Insurance policy. What happened Mr P’s car was damaged in an incident at the beginning of May 2023. He made a claim under his policy and Haven arranged... (6 pages)View decision -
Decision Reference DRN-4690878
3 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4690878 Complaint Miss S has complained that Monzo Bank Ltd (“Monzo”) irresponsibly provided her with an overdraft which it continued applying charges on even when she was in financial difficulty. Background Miss S was provided an overdraft with an initial limit of £500 by Monzo in Aug... (4 pages)View decision -
Decision Reference DRN-4718880
3 Apr 2024 Sesame Limited UpheldMortgagesDRN-4718880 The complaint Mr P and Mrs P complain that New Homes Mortgage Services (NHMS), an appointed representative of Sesame Limited, gave them incorrect information about the length of the fixed rate on their mortgage. What happened In August 2021, NHMS gave Mr P and Mrs P mortgage ad... (4 pages)View decision -
Decision Reference DRN-4642170
3 Apr 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4642170 The complaint Mr O complains that Metro Bank PLC won’t reimburse him after he fell victim to a scam. What happened Both parties are aware of the circumstances surrounding this complaint, so I won’t repeat them in full here. But briefly, both parties accept that in March 2023, M... (3 pages)View decision -
Decision Reference DRN-4662003
3 Apr 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4662003 The complaint Mr D complains that Advantage Insurance Company Limited has failed to arrange a phone call to discuss a claim under his motor insurance policy. Where I refer to Advantage, this includes the actions of its agents and claims handlers for which it takes responsibilit... (2 pages)View decision
