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-4889131
5 Jul 2024 HSBC UK Bank Plc UpheldMortgagesDRN-4889131 The complaint Mr and Mrs A complain about what happened when interest rate rises meant they were no longer paying enough to their mortgage with HSBC UK Bank Plc trading as first direct (“fd”). They said it didn’t alert them to the arrears, so their credit files are affected. Wh... (5 pages)View decision -
Decision Reference DRN-4796593
5 Jul 2024 Ageas Insurance Limited UpheldInsuranceDRN-4796593 The complaint Ms C complains about the way Ageas Insurance Limited has handled a claim she made on her home insurance policy for damage caused by subsidence. What happened This is a long running claim; as the background is well known to both parties, I’ve provided only a brief ... (3 pages)View decision -
Decision Reference DRN-4892027
5 Jul 2024 Zurich Insurance PLC UpheldInsuranceDRN-4892027 The complaint Mr F complains Zurich Insurance PLC unfairly handled a claim he made for an escape of water on his landlord’s insurance policy and declined a claim for malicious damage. What happened In March 2023 Mr F’s tenant vacated his rental property. Mr F discovered the ten... (4 pages)View decision -
Decision Reference DRN-4819110
5 Jul 2024 Euroins AD UpheldInsuranceDRN-4819110 The complaint Mr and Mrs D are unhappy with the way with the way in which Euroins AD handled a claim made on their travel insurance policy (‘the policy’) including delays in repatriating Mr D back to the UK and only covering a proportion of the costs claimed for. All reference ... (6 pages)View decision -
Decision Reference DRN-4891880
5 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4891880 The complaint Miss G complains that Monzo Bank Ltd won’t refund the money she lost when he was the victim of a scam. What happened In May 2023, Miss G was looking to book a holiday and was given a number for a travel agent by a friend. She spoke to the travel agent, agreed a pr... (4 pages)View decision -
Decision Reference DRN-4747184
5 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4747184 The complaint Mr D complains Monzo Bank Ltd didn’t do enough to protect him when he fell victim to a scam. What happened Mr D opened an account with Monzo on 1 April 2022. Monzo became concerned about the activity on the account shortly after it was opened and ultimately closed... (2 pages)View decision -
Decision Reference DRN-4860947
5 Jul 2024 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4860947 Complaint Mr P has complained about the quality of a car that N.I.I.B. Group Limited (trading as “Northridge” Finance) supplied to him through a hire-purchase agreement. Background Mr P’s agreement In June 2023, Northridge provided Mr P with finance for a used car. The car was ... (8 pages)View decision -
Decision Reference DRN-4666833
4 Jul 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4666833 The complaint Miss W complains HSBC UK Bank Plc didn’t do enough to protect her when she fell victim to an investment scam and won’t refund the money she lost to it. What happened Miss W met a man, who I’ll refer to as the scammer, on an online dating platform. She explained th... (7 pages)View decision -
Decision Reference DRN-4652760
4 Jul 2024 Ald Automotive Limited UpheldConsumer CreditDRN-4652760 The complaint Mr P complains about the quality of a car that was supplied through a hire purchase agreement with Ald Automotive Limited (ALD). What happened In September 2021, Mr P signed a hire agreement with ALD to lease a car. Mr P made an advanced payment of £3,105.32, leav... (4 pages)View decision -
Decision Reference DRN-4890052
4 Jul 2024 Covea Insurance plc UpheldInsuranceDRN-4890052 The complaint Mrs A has complained that Covea Insurance plc failed to properly investigate a claim she made under her car insurance policy. She’s unhappy it settled the claim as a fault claim. What happened Mrs A made a claim for damage to her car caused by a warning sign put o... (3 pages)View decision