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-4991418
13 Sep 2024 Leeds Building Society UpheldMortgagesDRN-4991418 The complaint Mr M complains about the way Leeds Building Society (LBS) has treated him during a dispute with his ex-partner and that it hasn’t put in place a fixed interest rate product on his and his ex-partner’s mortgage as it should have done. What happened Mr M and his ... (4 pages)View decision -
Decision Reference DRN-4991219
13 Sep 2024 Leeds Building Society UpheldBanking and PaymentsDRN-4991219 The complaint Mr C has complained about a delay he experienced when he transferred two Cash Individual Savings Accounts (“ISA”) to another ISA provider. Mr C says that Leeds Building Society (“LBS”) was at fault for the transfer being processed late. What happened Mr C appli... (3 pages)View decision -
Decision Reference DRN-4990736
13 Sep 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4990736 The complaint Mr F and Mrs G complain that Marshmallow Insurance Limited failed to fully investigate their motor insurance claim. Marshmallow has been represented by its agents during the claim. All references to Marshmallow include its agents. What happened In August 202... (3 pages)View decision -
Decision Reference DRN-5020272
13 Sep 2024 Ageas Insurance Limited UpheldInsuranceDRN-5020272 The complaint Mrs B complains that Ageas Insurance Limited (Ageas) declined a theft claim made under her home insurance policy. What happened Mrs B had a home insurance policy underwritten by Ageas. In August 2022, Mrs B made a claim for theft of contents from her home, thi... (4 pages)View decision -
Decision Reference DRN-4925138
13 Sep 2024 Bastion Insurance Company Limited UpheldInsuranceDRN-4925138 The complaint Mr B complains that Bastion Insurance Company Limited rejected a claim on his pet insurance policy. Where I refer to Bastion, this includes its agents and claims handlers acting on its behalf. What happened Mr B made a claim on his policy after his dog was inju... (2 pages)View decision -
Decision Reference DRN-5010197
13 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5010197 The complaint X is unhappy Revolut Ltd won’t reimburse him for the money he lost when he fell victim to a scam. What happened X is represented in this complaint by a solicitor, for simplicity I will refer to X throughout this decision, even when referencing what his represe... (8 pages)View decision -
Decision Reference DRN-5004256
13 Sep 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5004256 The complaint Mr S complains a set of sofas and chairs he part purchased through a fix sum loan agreement with Mitsubishi HC Capital (UK) PLC trading as Novuna Personal Finance (“Novuna”) weren’t of satisfactory quality. He feels Novuna should compensate him for this under s... (6 pages)View decision -
Decision Reference DRN-4983061
12 Sep 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4983061 The complaint Mr D complains J.P. Morgan Europe Limited, trading as Chase, blocked his accounts without warning or explanation. To keep matters simple, I’ll refer mainly to “Chase” in my decision. Mr D says Chase’s actions have caused him substantive distress and inconvenien... (2 pages)View decision -
Decision Reference DRN-4979596
12 Sep 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4979596 The complaint Mrs P, who resides overseas, is unhappy with the service she received from Santander UK Plc surrounding a foreign currency cheque that she submitted to Santander. What happened Mrs P has said that she contacted Santander from overseas and asked if they would ac... (4 pages)View decision -
Decision Reference DRN-5000680
12 Sep 2024 Equifax Limited UpheldConsumer CreditDRN-5000680 The complaint Mr T complains that Equifax Limited (Equifax) didn’t manually update his electoral registration on receipt of supporting evidence from his local council. What happened I issued my provisional decision to both parties on 19 August 2024, which set out the backgro... (5 pages)View decision