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-4872906
19 Jul 2024 esure Insurance Limited UpheldInsuranceDRN-4872906 The complaint Mr B is unhappy with the way esure Insurance Limited handled a claim against his motor insurance policy and feels they should pay him more compensation to put things right. What happened The details of this complaint are well known to both parties, so I won’t r... (2 pages)View decision -
Decision Reference DRN-4876437
19 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4876437 The complaint Miss R complains that Monzo Bank Ltd called the emergency services to ask them to do a welfare check on her at night which has caused her more distress and inconvenience. What happened The detailed background to this complaint is well known to both parties. So... (3 pages)View decision -
Decision Reference DRN-4916457
19 Jul 2024 TBO Services Limited UpheldInsuranceDRN-4916457 The complaint K, a company, complains TBO Services Limited trading as The Insurance Octopus (“Octopus”) failed it when it came to renewing a commercial property insurance policy. References to Octopus are inclusive of the actions of its agent(s). What happened I issued a p... (3 pages)View decision -
Decision Reference DRN-4919193
19 Jul 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4919193 The complaint Mrs W complains that The Royal Bank of Scotland Plc (RBS) blocked access to her account in 2022. What happened Mrs W had an account with RBS. She planned to buy a property abroad. She found a property and agreed to buy it. The property cost USD270,000, includin... (4 pages)View decision -
Decision Reference DRN-4893295
19 Jul 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4893295 The complaint Mr S says Tesco Personal Finance PLC, trading as Tesco Bank, mis-handled the administration of his credit card account which caused him distress and inconvenience. What happened Briefly, due to an error on its part, Tesco wrote to Mr S in February 2024 to confi... (2 pages)View decision -
Decision Reference DRN-4797138
19 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4797138 The complaint Miss B complains about how Monzo Bank Ltd (Monzo) treated her when she asked for statements from a closed account. What happened In March 2023, Miss B requested bank statements from an account she had with Monzo that they closed. Monzo responded offering the st... (3 pages)View decision -
Decision Reference DRN-4728584
19 Jul 2024 Covea Insurance plc UpheldInsuranceDRN-4728584 The complaint Mr and Mrs H complaint that Covea Insurance plc avoided their home insurance policy and didn’t deal with two claims they made as a result. Reference to Covea includes its agents. What happened Mr and Mrs H held a home insurance policy with Covea. After a storm ... (3 pages)View decision -
Decision Reference DRN-4918990
19 Jul 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4918990 The complaint Mr Z complains on behalf of his mother (Mrs Z) that HSBC UK Bank Plc didn’t do enough to prevent the loss she suffered when a third party made transfers from her account. Mr Z has been appointed as one of her deputies by the Court of Protection. What happened... (6 pages)View decision -
Decision Reference DRN-4885986
19 Jul 2024 esure Insurance Limited UpheldInsuranceDRN-4885986 The complaint Mrs B complains about how esure Insurance Limited (“esure”) handled two claims under her car insurance policy. What happened Mrs B had a motor insurance policy with esure covering her car. In May 2023 she was involved in a collision with a third-party vehicle. ... (3 pages)View decision -
Decision Reference DRN-4918080
19 Jul 2024 Kensington Mortgage Company Limited UpheldMortgagesDRN-4918080 The complaint Mr and Mrs K have complained that Kensington Mortgage Company Limited has treated them unfairly as it won’t offer them a new preferential interest rate product on their mortgage. What happened Mr and Mrs K took out their mortgage in May 2005 with lender G. They... (7 pages)View decision