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 121074 results
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Decision Reference DRN-4419885
31 Oct 2023 National Westminster Bank Plc UpheldMortgagesDRN-4419885 The complaint Mr and Mrs Z complain about misleading advice they were given by National Westminster Bank Plc about their remortgage. They say if they’d been given the correct advice sooner about the effect of a two-part mortgage, they’d have secured a better rate elsewhere. Wha... (4 pages)View decision -
Decision Reference DRN-4396559
31 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4396559 The complaint Mr P complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by an investment scam company, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well kno... (4 pages)View decision -
Decision Reference DRN-4423858
31 Oct 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4423858 The complaint Mr C complains that Tesco Personal Finance PLC trading as Tesco Bank did not provide him details of his promotional offer, and they did not link his loyalty membership to his new credit card. Mr C is represented by his accountant in bringing this complaint. But fo... (6 pages)View decision -
Decision Reference DRN-4425134
31 Oct 2023 Home in One Financial Services Limited UpheldMortgagesDRN-4425134 The complaint Miss C complains about what happened when she asked a broker, Home in One Financial Services Limited (working through its appointed representative, Arun Estate Agencies Ltd trading as Mortgage Matters Direct (“MMD”)) for help in arranging a mortgage. What happened... (5 pages)View decision -
Decision Reference DRN-4417141
31 Oct 2023 Euroins AD UpheldInsuranceDRN-4417141 The complaint Mr and Mrs B are unhappy that Euroins AD didn’t offer a refund of the premium they’d paid for a travel insurance policy after Mrs B contacted it to declare a new medical condition. What happened In September 2022, Mr and Mrs B took out a single trip travel insuran... (5 pages)View decision -
Decision Reference DRN-4293469
31 Oct 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4293469 The complaint Mr L complains that his remortgage application with Barclays Bank UK PLC stalled, and the offer then expired, because Barclays failed to deal with an outstanding query over how his house is owned. Mr L wanted £10,000 compensation for the impact this had on him. Wh... (4 pages)View decision -
Decision Reference DRN-4419605
31 Oct 2023 BUPA Insurance Limited UpheldInsuranceDRN-4419605 The complaint Mrs E is unhappy with the service received from BUPA Insurance Limited after it ended her private medical insurance policy and subsequent issues around its reinstatement. What happened Mrs E had the benefit of private medical insurance with BUPA for many years. He... (3 pages)View decision -
Decision Reference DRN-4239200
31 Oct 2023 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-4239200 The complaint Mr D complains about the closure of his account with PayPal (Europe) Sarl et Cie SCA and that the money in his account was blocked. What happened Mr D received a large payment into his account with PayPal and this was flagged for identification checks. Mr D says h... (2 pages)View decision -
Decision Reference DRN-4409347
31 Oct 2023 Medical Money Management UpheldPensions and AnnuitiesDRN-4409347 The complaint Ms Z’s complaint is about advice given by Medical Money Management (MMM) in 2007 to transfer her Freestanding Additional Voluntary Contributions plan (FSAVC) with Wesleyan to a stakeholder pension (SHP) with Norwich Union (now Aviva). Ms Z says she’s financially w... (5 pages)View decision -
Decision Reference DRN-3979817
31 Oct 2023 Fairmead Insurance Limited UpheldInsuranceDRN-3979817 The complaint Mr M and Ms M complain about how Fairmead Insurance Limited (‘Fairmead’) handled their buildings insurance claim. Fairmead are the underwriters (insurers) of this policy. The majority of this complaint concerns the actions of their appointed agents. As Fairmead ac... (3 pages)View decision
