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-4717653
2 Apr 2024 Santander UK Plc UpheldConsumer CreditDRN-4717653 The complaint Miss M complains that Santander UK Plc lent irresponsibly when it approved a loan application in July 2020. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: In July 2020 Miss M applied for a... (4 pages)View decision -
Decision Reference DRN-4717812
2 Apr 2024 Lowell Financial Ltd UpheldConsumer CreditDRN-4717812 The complaint Mr N has complained that Lowell Financial Ltd recorded an incorrect address link on his credit file. What happened Both sides are most familiar with the case, so I’ll summarise what happened in brief. In March 2022, Lowell took over the debt of someone who had a s... (3 pages)View decision -
Decision Reference DRN-4716880
2 Apr 2024 Vitality Health Limited UpheldInsuranceDRN-4716880 The complaint Mr H and Ms B have the benefit of a corporate private medical insurance policy, underwritten by Vitality Health Limited (‘the policy’), through Ms B’s employer. They’re unhappy that Mr H was unable to access Vitality’s member zone via its app. Mr H and Ms B say th... (3 pages)View decision -
Decision Reference DRN-4716833
2 Apr 2024 Assurant General Insurance Limited UpheldInsuranceDRN-4716833 The complaint Mr T complains about the way Assurant General Insurance Limited handled his mobile phone insurance claim. What happened Mr T has mobile phone insurance through his building society account. The insurer is Assurant. Mr T’s mobile phone was damaged under a vehicle. ... (4 pages)View decision -
Decision Reference DRN-4690088
2 Apr 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4690088 The complaint Mr W complains about the service provided by Admiral Insurance (Gibraltar) Limited when he made a claim on his motor insurance policy. What happened Mr W made a claim on his policy with Admiral for damage caused to his car by a pot hole. Admiral declined to repair... (2 pages)View decision -
Decision Reference DRN-4520174
2 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4520174 The complaint Mr J complains that Monzo Bank Ltd (“Monzo”) have failed to refund £19,586.82 he lost to a cryptocurrency investment scam in April 2023. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief s... (3 pages)View decision -
Decision Reference DRN-4710619
2 Apr 2024 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-4710619 The complaint Z Limited complains through its director Mr F that DAS Legal Expenses Insurance Company Limited mishandled a claim on a self-drive hire motor breakdown insurance policy. What happened Z owned a motorhome made in about 2009 with a diesel engine. Z hired the motorho... (6 pages)View decision -
Decision Reference DRN-4712637
2 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4712637 The complaint Mr D has complained Barclays Bank UK PLC did nothing to intervene as he was making a number of payments to someone who was blackmailing him. What happened Mr D worked at a local club. In 2021 someone intimidated and threatened Mr D into sending him regular payment... (3 pages)View decision -
Decision Reference DRN-4657560
2 Apr 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4657560 The complaint Ms M has complained about how Accredited Insurance (Europe) Ltd (‘Accredited’) dealt with a claim under a home insurance policy. References to Accredited include companies acting on its behalf. What happened Ms M made a claim for an escape of water. When Accredite... (3 pages)View decision -
Decision Reference DRN-4442749
2 Apr 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-4442749 The complaint Mr W complains that PayPal (Europe) S.a.r.l.et C.i.e S.C.A (PayPal) shouldn’t have put a ‘Q’ marker on his credit file. He would like it removed. What happened Mr W says he raised a dispute with PayPal in relation to incorrect goods he received. He says although P... (2 pages)View decision
