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 120327 results
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Decision Reference DRN-3621525
1 Dec 2022 The Royal Bank of Scotland Plc UpheldConsumer CreditDRN-3621525 The complaint Mr W complains that The Royal Bank of Scotland Plc (“RBS”) closed all his accounts with no warning, which impacted his finances. What happened Mr W had an existing loan with RBS. Mr W had missed one payment in January 2020. In March 2020, COVID-19 affected Mr W’s ... (3 pages)View decision -
Decision Reference DRN-3722509
1 Dec 2022 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-3722509 The complaint Mrs B and Mr K complain that Chaucer Insurance Company Designated Activity Company declined their claim on their home insurance policy. What happened Mrs B and Mr K had a home insurance policy with Chaucer. In January 2021 they had a problem with a leak from a pip... (3 pages)View decision -
Decision Reference DRN-3777609
1 Dec 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3777609 The complaint Miss H complains Monzo Bank Ltd (“Monzo”) didn’t reimburse the money she lost when she was the victim of an ‘authorised push payment’ (“APP”) impersonation scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all... (4 pages)View decision -
Decision Reference DRN-3821943
1 Dec 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3821943 The complaint Mr S complains about charges made by Mercedes-Benz Financial Services UK Limited (MBFS) when he returned his vehicle. Mr S is represented in this complaint, but for clarity I’ll only refer to Mr S throughout my decision. What happened Mr S entered into a hire purc... (4 pages)View decision -
Decision Reference DRN-3836263
1 Dec 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3836263 The complaint Mr H and Miss F complain that Admiral Insurance (Gibraltar) Limited haven’t dealt with their contents insurance claim fairly, and they are being pushed into receiving back possessions which they are not satisfied have been properly cleaned and are safe. What happ... (6 pages)View decision -
Decision Reference DRN-3806485
1 Dec 2022 ITI Capital Limited UpheldInvestmentsDRN-3806485 The complaint Mr R has complained about the delays he experienced in trying to arrange for his ISA account to be transferred away from ITI Capital Limited (‘ITI’) after his account was migrated over from a previous firm and Mr R was unable to trade as he would have liked. What ... (7 pages)View decision -
Decision Reference DRN-3697400
1 Dec 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3697400 The complaint Mrs U complains National Westminster Bank Plc won’t refund transactions she didn’t make or otherwise authorise. What happened The full details of this complaint as well known to both parties, so I won’t repeat them in full here. Instead, I’ll recap the key points ... (2 pages)View decision -
Decision Reference DRN-3819773
1 Dec 2022 ITI Capital Limited UpheldInvestmentsDRN-3819773 The complaint Mr D has complained about the delays he has experienced in trying to arrange for his account to be transferred away from ITI Capital Limited (‘ITI’) after his account was migrated over from a previous firm. There was no audit trail to verify his cash balance and h... (5 pages)View decision -
Decision Reference DRN-3767853
1 Dec 2022 TenetLime Ltd UpheldInvestmentsDRN-3767853 The complaint Mrs S complains TenetLime Ltd (TenetLime) didn’t let the provider of her two protection policies know she had agreed to pay a higher premium, which meant the sum assured was reduced. Mrs S also complains about the communication from TenetLime. What happened Protec... (2 pages)View decision -
Decision Reference DRN-3835158
1 Dec 2022 Starling Bank Limited UpheldBanking and PaymentsDRN-3835158 The complaint Mr and Mrs R complain that Starling Bank Limited didn’t honour a regular payment set up on their account. What happened Mr and Mrs R had a regular monthly payment set up on their joint account to pay their council tax. A payment of £113 was due on 18 October 2021... (2 pages)View decision
