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-4610335
15 Mar 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4610335 The complaint The estate of Mrs H complain about the way National Savings and Investments (NS&I) dealt with the settlement of a savings portfolio. They say incorrect information provided by NS&I has led to the estate incurring additional costs. What happened Sadly, Mrs ... (4 pages)View decision -
Decision Reference DRN-4682198
15 Mar 2024 Evergreen Finance London Limited UpheldConsumer CreditDRN-4682198 The complaint Miss M complains through a representative that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided her with loans without carrying out proportionate checks. What happened A summary of Miss M’s borrowing can be found in the table belo... (5 pages)View decision -
Decision Reference DRN-4576548
14 Mar 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4576548 The complaint Mrs A is unhappy that Admiral Insurance (Gibraltar) Limited declined her claim for water damage under her buildings insurance. Any reference to Admiral includes agents acting on its behalf. What happened Both Mrs A and Admiral are familiar with the background to t... (2 pages)View decision -
Decision Reference DRN-4501807
14 Mar 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4501807 The complaint Miss J has complained about the way Nationwide Building Society handled her request for money back. What happened The circumstances of the complaint are well known so I won’t go over everything again in detail. But, to summarise, Miss J was unwell while she was ab... (3 pages)View decision -
Decision Reference DRN-4597387
14 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4597387 The complaint Mrs A complains that Monzo Bank Ltd didn’t do enough to protect her from the financial harm caused by a scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to both parties... (5 pages)View decision -
Decision Reference DRN-4377498
14 Mar 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4377498 The complaint Mr and Mrs P complain that Admiral Insurance (Gibraltar) Limited declined a claim they made on their home insurance policy for damage caused by subsidence. Mr P has primarily dealt with things so, for simplicity, I’ll refer to him only. What happened The circumsta... (3 pages)View decision -
Decision Reference DRN-4660600
14 Mar 2024 AWP P&C S.A. UpheldInsuranceDRN-4660600 The complaint Mr S complains about AWP P&C SA (AWP), regarding a claim under his mobile phone insurance policy. AWP uses agents to administer and provide services under the policy, as well as to deal with claims and complaints. Reference to AWP in this decision includes tho... (3 pages)View decision -
Decision Reference DRN-4683430
14 Mar 2024 Motors Insurance Company Limited UpheldInsuranceDRN-4683430 The complaint Mr H has complained about Motors Insurance Company Limited’s (MICL) decision to turn down his claim under his Alloy Wheel Repair insurance policy. Reference to Motors Insurance Company Limited includes its agents. What happened Mr H took out an Alloy Wheel Repair ... (3 pages)View decision -
Decision Reference DRN-4678432
14 Mar 2024 HCC International Insurance Company Plc UpheldInsuranceDRN-4678432 The complaint Mr and Mrs M complain HCC International Insurance Company Plc trading as Tokio Marine HCC (HCC) didn’t settle their claim in full under the buildings section of their unoccupied residential property insurance policy due to underinsurance. What happened The facts i... (10 pages)View decision -
Decision Reference DRN-4681617
14 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4681617 The complaint Mr C complains that HSBC is unfairly holding him personally liable for a bounce back loan (“BBL”) he applied for in the name of a limited company, of which he was a director. What happened Mr C opened a business current account with HSBC in December 2018, as a sol... (5 pages)View decision
