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 130193 results
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Decision Reference DRN-4996522
17 Sep 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4996522 The complaint This complaint is about a buy-to-let (BTL) mortgage Mr L and Mr M hold with Barclays Bank UK PLC. There are several strands to the complaint, which I will summarise in bullet point form in the next section, but all are related to how Barclays communicates with ... (6 pages)View decision -
Decision Reference DRN-4979333
17 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4979333 The complaint Mr F complains that when Monzo Bank Ltd processed his subject access request (‘SAR’) it omitted to send some information. What happened On 17 March 2023, Mr F made a request to Monzo for a SAR through a representative. When Mr F realised that some information w... (2 pages)View decision -
Decision Reference DRN-4869641
17 Sep 2024 British Gas Insurance Limited UpheldInsuranceDRN-4869641 The complaint Mrs B is unhappy with the service provided by British Gas Insurance Limited (“BG”) under her boiler repair and service policy. What happened The background to this complaint is well-known to both parties. So I’ve set out a summary of what I think are the key ev... (5 pages)View decision -
Decision Reference DRN-4964167
17 Sep 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4964167 The complaint Ms M complains about Accredited Insurance (Europe) Ltd (Accredited) declining a claim under her home insurance policy for damage to her property in bad weather. References to Accredited include their agents who administer the policy and assess claims. What ha... (6 pages)View decision -
Decision Reference DRN-5026141
17 Sep 2024 Virgin Money Personal Financial Service Ltd UpheldBanking and PaymentsDRN-5026141 The complaint Mr L is being represented by his partner. He’s complaining about Virgin Money Personal Financial Service Ltd trading as Virgin Money because interest was incorrectly charged on his credit card account. What happened Mr L opened a credit card account with Virgin... (3 pages)View decision -
Decision Reference DRN-4463243
17 Sep 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4463243 The complaint Ms M complains that J. P. Morgan Europe Limited trading as Chase didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to... (5 pages)View decision -
Decision Reference DRN-4999757
17 Sep 2024 Yorkshire Building Society UpheldMortgagesDRN-4999757 The complaint Mr M complains that Yorkshire Building Society gave him incorrect information about his account that led to him going into arrears and failing to qualify for a temporary interest-only amendment to his mortgage. This has affected his credit rating. What happened... (2 pages)View decision -
Decision Reference DRN-5025900
17 Sep 2024 West Bay Insurance Plc UpheldInsuranceDRN-5025900 The complaint Mr W is unhappy with how West Bay Insurance Plc (“West Bay”) determined liability when he made a motor insurance claim. Any reference to West Bay includes the actions of its agents. What happened The circumstances of this complaint are well known to both partie... (4 pages)View decision -
Decision Reference DRN-4950660
17 Sep 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4950660 The complaint Mrs K complains about Creation Consumer Finance Ltd’s response to her claim under section 75 of the Consumer Credit Act 1974 about the installation of some windows. What happened In March 2017 Mrs K paid a third party (“the merchant”) to supply and install some... (3 pages)View decision -
Decision Reference DRN-5025928
17 Sep 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5025928 The complaint The estate of Mrs B has complained Lloyds Bank plc was unable to manage the opening of an executor account within a reasonable period of time. This caused a loss of interest for the beneficiaries of the estate by delaying the money being disbursed. What happene... (2 pages)View decision