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-4904201
16 Jul 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4904201 The complaint A sole trader, who I’ll call Mr H, complains that Lloyds Bank PLC lent him money he could not afford in the form of a business overdraft and a bounce back loan (“BBL”). What happened Mr H was a personal customer of Lloyds. In May 2019, he opened a business bank... (5 pages)View decision -
Decision Reference DRN-4769259
16 Jul 2024 esure Insurance Limited UpheldInsuranceDRN-4769259 The complaint Mrs I complains about delays and poor service from esure Insurance Limited (esure) when arranging repairs to her car, under her motor insurance policy. What happened Mrs I’s car was stolen in May 2023. It was recovered the same day by the police but had been da... (4 pages)View decision -
Decision Reference DRN-4503105
16 Jul 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4503105 The complaint Mr and Mrs C complain about delays by AXA Insurance UK Plc dealing with a subsidence claim on their buildings insurance policy. What happened Mr and Mrs C have buildings insurance for their home with AXA. It’s a joint policy but Mr C has dealt with most of the ... (3 pages)View decision -
Decision Reference DRN-4911136
16 Jul 2024 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-4911136 The complaint Mr and Mrs G complain that Accelerant Insurance Europe SA/NV (Accelerant) has sought to reduce settlement of a claim made under their landlord’s building insurance policy. Where I’ve referred to Accelerant, this also includes any communication or action by age... (6 pages)View decision -
Decision Reference DRN-4908459
16 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4908459 The complaint Mr T complains that Monzo Bank Ltd (“Monzo”) won’t refund the money he lost as a result of an investment scam. What happened The background to this complaint is known to both parties, so I won’t repeat all the details here. In summary, Mr T transferred a total ... (3 pages)View decision -
Decision Reference DRN-4877726
16 Jul 2024 Topaz Finance Limited UpheldMortgagesDRN-4877726 The complaint This complaint is about a mortgage Mrs N hold with Topaz Finance Limited trading as Heliodor Mortgages (Heliodor). The essence of the complaint is that Mrs N believes Heliodor isn’t treating her fairly because it’s reporting the conduct of the mortgage on her c... (4 pages)View decision -
Decision Reference DRN-4834147
16 Jul 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4834147 The complaint Mr K & Mr K complain about the way Marshmallow Insurance Limited (“Marshmallow”) handled a claim under their car insurance policy. What happened Mr K & Mr K had a car insurance policy with Marshmallow. In November 2022 Mr K was involved in a collision w... (3 pages)View decision -
Decision Reference DRN-4891274
16 Jul 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4891274 The complaint Mrs B complains that Bank of Scotland plc trading as Halifax (Halifax) made an error when processing a cash Individual Savings Account (ISA) transfer and took too long to rectify the situation. Mrs B is represented by a third party but I have just referred to M... (3 pages)View decision -
Decision Reference DRN-4908387
16 Jul 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4908387 The complaint Mrs C complains that Clydesdale Bank plc trading as Virgin Money (‘Virgin’) acted unfairly and disproportionately when they reported a default on her credit card to Credit Reference Agencies (‘CRAs’) for a debt of £11.04. Mrs C would like her credit rating to ... (5 pages)View decision -
Decision Reference DRN-4871242
16 Jul 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4871242 The complaint Miss B complains about the way that Tesco Personal Finance PLC trading as Tesco Bank dealt with her concerns over a duplicate debit on her credit card account. What happened In 2021, a business I will refer to as C, mistakenly placed two orders for the same pro... (3 pages)View decision