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-4849061
27 Jun 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4849061 The complaint Mrs H complains that Sainsbury’s Bank Plc lent irresponsibly when it approved her credit card application. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mrs H applied for a credit card wi... (3 pages)View decision -
Decision Reference DRN-4859412
27 Jun 2024 esure Insurance Limited UpheldInsuranceDRN-4859412 The complaint Mr and Mrs B complain that esure Insurance trading as Sheila’s Wheels (whom I’ll refer to as ‘esure’ for ease hereafter) took too long to resolve their claim and want fair compensation for the impact of the delays. What happened There are broadly two parts to this... (2 pages)View decision -
Decision Reference DRN-4845123
27 Jun 2024 The Co-operative Bank Plc UpheldMortgagesDRN-4845123 The complaint Mrs A complains about how The Co-operative Bank Plc trading as Platform treated her at the end of the term of her interest only mortgage. What happened Mrs A had a mortgage with Platform. In 2019 she’d taken a fixed interest rate, which was due to expire on 29 Feb... (5 pages)View decision -
Decision Reference DRN-4842711
27 Jun 2024 Watford Insurance Company Europe Limited UpheldInsuranceDRN-4842711 The complaint Mr M and Miss R complain about Watford Insurance Company Europe Limited’s (Watford) handling of a claim made for storm damage under their Residential Property Owners policy. Reference to Watford includes its agents. What happened The background of this complaint i... (2 pages)View decision -
Decision Reference DRN-4715132
27 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4715132 Complaint Miss T is unhappy that Monzo Bank Ltd didn’t reimburse her after she told it she’d fallen victim to a scam. Background The background to this case is well known to the parties so I don’t intend to set it out in full here. What follows is a brief summary of the key fac... (4 pages)View decision -
Decision Reference DRN-4862929
27 Jun 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4862929 The complaint Ms R complains that Vanquis Bank Limited lent irresponsible when it approved her credit card application. What happened In February 2020 Ms R applied for a credit card with Vanquis. In her application, Ms R said she was employed with a monthly income of £1,987 and... (3 pages)View decision -
Decision Reference DRN-4731367
27 Jun 2024 Brown Shipley & Co Limited UpheldInvestmentsDRN-4731367 The complaint Ms B has complained after restrictions were placed on her investment account held with Brown Shipley & Co Limited trading as Brown Shipley. Ms B is being represented with this complaint, but for ease I will refer to all actions and comments as those of Ms B. W... (4 pages)View decision -
Decision Reference DRN-4874055
27 Jun 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4874055 Complaint T complains that Starling Bank Limited didn’t pay a refund after it fell victim to a fraud. T is a limited company, and this complaint is brought on its behalf by one of its directors, Mr S. For the sake of readability, I’ve generally referred to Mr S throughout the t... (3 pages)View decision -
Decision Reference DRN-4876811
27 Jun 2024 RAC Insurance Limited UpheldInsuranceDRN-4876811 The complaint Miss A and Mr C have complained about the service provided by RAC Insurance Limited when their campervan broke down in Central Europe. Any reference to RAC includes its agents. What happened Miss A and Mr C’s campervan broke down on a motorway in Central Europe in... (4 pages)View decision -
Decision Reference DRN-3971765
27 Jun 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3971765 The complaint Mr H has complained about Creation Consumer Finance Ltd (‘Creation’)’s response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking in to account Section 140A (‘s.... (5 pages)View decision