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 128312 results
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Decision Reference DRN-4887494
21 Jul 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4887494 The complaint Mr and Mrs A complain that Admiral Insurance (Gibraltar) Limited (“Admiral”) unfairly declined their claim for damage caused by an escape of water. What happened Mr and Mrs A rent out a property which is covered by a landlord insurance policy with Admiral. Shor... (3 pages)View decision -
Decision Reference DRN-4920583
21 Jul 2024 Lemonade Insurance N.V. UpheldInsuranceDRN-4920583 The complaint Mr B is unhappy that Lemonade Insurance N.V. (Lemonade) declined his accidental damage claim. What happened I’ve set out a summary of what I think are the key events. Mr B bought insurance to cover accidental damage to his contents. The policy was in his name o... (3 pages)View decision -
Decision Reference DRN-4917419
20 Jul 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4917419 The complaint Mr D complains Nationwide Building Society (“Nationwide”) blocked his account and provided poor customer service and communication when unexpected funds were sent to his account. To put things right, Mr D wants an apology and £500 in compensation for the distre... (2 pages)View decision -
Decision Reference DRN-4781009
19 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4781009 The complaint Ms K complains about Monzo Bank Ltd. She says that Monzo didn’t do enough to protect her when she became the victim of a scam and would like it to refund her the money she has lost. What happened Ms K was contacted by someone on Instagram about investing in C... (5 pages)View decision -
Decision Reference DRN-4642669
19 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4642669 Complaint Miss M is unhappy that Monzo Bank Ltd didn’t reimburse her after she told it she’d fallen victim to a scam. Background In later 2023, Miss M was offered a part-time role working remotely. The role was in affiliate marketing – essentially, she was asked to complete ... (4 pages)View decision -
Decision Reference DRN-4792230
19 Jul 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4792230 The complaint Mr B complains that Barclays Bank UK PLC unfairly applied an early repayment charge (ERC) when he repaid his mortgage. Mr B asks that Barclays refunds the ERC and pays compensation for the additional emotional stress caused during an already difficult time. Wha... (3 pages)View decision -
Decision Reference DRN-4817667
19 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4817667 The complaint Mr D 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 it to refund him the money he has lost as a result. What happened The details of what happened are well known to both pa... (4 pages)View decision -
Decision Reference DRN-4914690
19 Jul 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4914690 The complaint M complain Wise Payments Limited (“Wise”) closed their account and withheld the funds. M add Wise’s actions are discriminatory due to the nationality of their directors, and that it’s failed to properly identify their country of residence. M say Wise’s action... (3 pages)View decision -
Decision Reference DRN-4919794
19 Jul 2024 National Westminster Bank Plc UpheldMortgagesDRN-4919794 The complaint Mr R complains that he was unable to take out additional mortgage borrowing due to National Westminster Bank Plc failing to remove a charge from his property title. He asks that NatWest compensates him for the higher cost of an unsecured loan. What happened Mr ... (3 pages)View decision -
Decision Reference DRN-4661837
19 Jul 2024 Ageas Insurance Limited UpheldInsuranceDRN-4661837 The complaint Mr and Mrs D complain about the way Ageas Insurance Limited has handled a claim they’ve made on their building insurance policy following subsidence at their home. What happened For ease of reading, I’ll refer to Mr D throughout this complaint although acknowle... (4 pages)View decision