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 125400 results
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Decision Reference DRN-4695434
20 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4695434 The complaint Mr E complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost when he fell victim to a scam. What happened Mr E is represented in this case but for ease I’ll refer to Mr E throughout this decision. Mr E says that he saw an advert on social media prom... (5 pages)View decision -
Decision Reference DRN-4634765
20 Mar 2024 NCO Europe Limited UpheldConsumer CreditDRN-4634765 The complaint Mr M complains about NCO Europe Limited’s actions when trying to recover a debt in his name. What happened Mr M complains that despite being made aware he’s vulnerable and suffers with serious mental health difficulties NCO has continued to correspond with him ins... (3 pages)View decision -
Decision Reference DRN-4695062
20 Mar 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4695062 The complaint Mr W complains about the settlement he’s been offered by Advantage Insurance Company Limited (Advantage) after making a claim under his car insurance policy. What happened In August 2023 Mr W was involved in a car accident, so he made a claim to his insurer, Advan... (3 pages)View decision -
Decision Reference DRN-4695006
20 Mar 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4695006 The complaint Mr L complains about Bank of Scotland plc (BoS) refusing to make an adjustment to allow his payment to be processed. What happened I issued my provisional decision on 2 March 2024, and this is what I said: I’ve considered the relevant information about this compla... (4 pages)View decision -
Decision Reference DRN-4694959
20 Mar 2024 One Insurance Limited UpheldInsuranceDRN-4694959 The complaint Miss C has complained about her car insurer One Insurance Limited because it declined her claim for theft of her car. Her car was recovered, there were some costs for recovery and storage, and she completed some minor repairs. What happened Miss C was at home one ... (4 pages)View decision -
Decision Reference DRN-4694970
20 Mar 2024 National Westminster Bank Plc UpheldMortgagesDRN-4694970 The complaint Mr and Mrs H’s complaint is about a joint buy-to-let mortgage they applied for with National Westminster Bank Plc (NatWest). While they consider that approval of the mortgage was done in a timely manner, they think it took ‘an inordinate amount of time’ to finish ... (4 pages)View decision -
Decision Reference DRN-4679388
20 Mar 2024 One Insurance Limited UpheldInsuranceDRN-4679388 The complaint Mrs C has complained about One Insurance Limited. It provides her car insurance cover and declined a claim she made for theft. What happened Mrs C was looking to sell her car. She used a recognised internet site to advertise it. A prospective buyer got in contact ... (3 pages)View decision -
Decision Reference DRN-4694845
20 Mar 2024 National House-Building Council UpheldInsuranceDRN-4694845 The complaint Mr F complains that National House-Building Council (NHBC) has unreasonably delayed making a decision on a claim he made under his Buildmark policy. What happened The subject of this complaint is a building comprised of multiple apartments. Mr F is the leaseholder... (6 pages)View decision -
Decision Reference DRN-4694889
20 Mar 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4694889 The complaint Mr and Mrs C, with the assistance of their representative, complain that Barclays Bank UK PLC has incorrectly failed to refund an early repayment charge (ERC) charged when changes were made to their mortgage. What happened In July 2022, Mr and Mrs C approached the... (4 pages)View decision -
Decision Reference DRN-4694891
20 Mar 2024 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-4694891 The complaint Mr and Mrs M’s complaint relates to a mortgage endowment policy they had with Aviva Life & Pensions UK Limited. They are unhappy that when they asked to surrender the policy, there were problems with the administration and communication by Aviva. This meant th... (5 pages)View decision
