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 128535 results
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Decision Reference DRN-4670056
19 Jun 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4670056 The complaint Miss E complains that Nationwide Building Society won’t reimburse her after she fell victim to an investment scam. Miss E is professionally represented but for ease of reading I’ll refer to all submissions as made by Miss E directly. What happened Miss E has expla... (4 pages)View decision -
Decision Reference DRN-3963204
19 Jun 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3963204 The complaint Mrs O has complained about Creation Consumer Finance Ltd’s (‘Creation’) response to a claim she 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 140.A (... (6 pages)View decision -
Decision Reference DRN-4859828
19 Jun 2024 The Royal London Mutual Insurance Society Limited UpheldInsuranceDRN-4859828 The complaint Mr J complains that The Royal London Mutual Insurance Society Limited incorrectly stopped collecting the premiums for his life and critical illness cover policy, which caused the policy to be cancelled. What happened In 2005, Mr J took out a level term life and cr... (4 pages)View decision -
Decision Reference DRN-4716946
19 Jun 2024 Ageas Insurance Limited UpheldInsuranceDRN-4716946 The complaint Mr A complains about the settlement Ageas Insurance Limited paid him following a claim on his motor insurance policy. Reference to Ageas includes its agents. What happened Mr A held a motor insurance policy with Ageas. When his car was involved in an incident, he ... (3 pages)View decision -
Decision Reference DRN-3935691
19 Jun 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3935691 The complaint Mr A has complained about Creation Consumer Finance Ltd’s (‘Creation’) 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 140.A (‘s... (6 pages)View decision -
Decision Reference DRN-4817841
19 Jun 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4817841 The complaint Miss M complains that she was misadvised by American Express Services Europe Limited (“AESEL”) about her American Express British Airways Premium Plus account. What happened The details of this complaint are well known to both parties, so I won’t repeat them again... (2 pages)View decision -
Decision Reference DRN-4828888
19 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4828888 The complaint Miss S is unhappy Monzo Bank Ltd (“Monzo”) won’t refund the money she lost as a result of a third-party scam. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But, in summary Miss S f... (6 pages)View decision -
Decision Reference DRN-4857223
19 Jun 2024 Nationwide Building Society UpheldMortgagesDRN-4857223 The complaint Mr and Mrs G complain that they made plans to move house, based on a mortgage settlement figure given to them by Nationwide Building Society. But then, just before they moved, they found out Nationwide had got this wrong, and they owed more. What happened Mr G sai... (4 pages)View decision -
Decision Reference DRN-4761818
19 Jun 2024 Fleet Mortgages Ltd UpheldMortgagesDRN-4761818 The complaint Mr and Mrs T complain that they were asked to pay a valuation fee by Fleet Mortgages Ltd, when they were remortgaging their Buy To Let (“BTL”) property. They also complained about extra costs they faced as a result of delays this valuation caused. What happened Mr... (4 pages)View decision -
Decision Reference DRN-4858193
19 Jun 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4858193 The complaint Mr and Mrs K complain that Royal & Sun Alliance Insurance Limited (“RSA”) rejected a claim on their legal expenses insurance policy. Where I refer to RSA, this includes its agents and claims handlers acting on its behalf. What happened Mr and Mrs K bought thei... (4 pages)View decision