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 120614 results
-
Decision Reference DRN-3693692
21 Sep 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3693692 The complaint Mr I complains Royal and Sun Alliance Insurance Limited (RSA) delayed his claim on his motor insurance policy which resulted in the theft of his car. There are several parties and representatives of RSA involved throughout the complaint but for the purposes of thi... (2 pages)View decision -
Decision Reference DRN-3571976
21 Sep 2022 Klarna Bank AB (publ) UpheldConsumer CreditDRN-3571976 The complaint Mr J feels that Klarna Bank AB (Publ) has treated him unfairly with regard to his credit agreement and his credit file. What happened Mr J entered a credit agreement with Klarna in May 2021 to purchase a bike. Mr J says he filled all the documents and expected pay... (2 pages)View decision -
Decision Reference DRN-3699251
21 Sep 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3699251 The complaint Ms M has complained that Bank of Scotland plc trading as Halifax (“Halifax”) acted unfairly by continuing to apply charges to her account when she was in financial difficulty. What happened Ms M complained to Halifax that the fees it applied to her account caused ... (3 pages)View decision -
Decision Reference DRN-3143890
21 Sep 2022 Amtrust Europe Limited UpheldInsuranceDRN-3143890 The complaint Mr A is unhappy Amtrust Europe Limited turned down a claim he made on his residential property owners insurance policy. What happened Mr A has an insurance policy with Amtrust which includes legal expenses cover for a property he rents out. In September 2020 he co... (3 pages)View decision -
Decision Reference DRN-1790123
21 Sep 2022 Inter Partner Assistance SA UpheldInsuranceDRN-1790123 The complaint Mr S complains that AXA Insurance UK Plc has unfairly declined a claim made under his travel insurance policy. What happened Mr S held a bank account which provided worldwide travel insurance as an additional benefit. The travel insurance policy is underwritten by... (5 pages)View decision -
Decision Reference DRN-3689106
21 Sep 2022 Bank of Scotland Plc UpheldMortgagesDRN-3689106 The complaint Miss E’s complaint about Bank of Scotland plc trading as Halifax (Halifax) relates to incorrect information given to her regarding a mortgage holiday, and the subsequent recording on her credit file of a missed mortgage payment. What happened On 15 July 2021 Miss ... (3 pages)View decision -
Decision Reference DRN-3683833
21 Sep 2022 National House-Building Council UpheldInsuranceDRN-3683833 The complaint Mr and Mrs W complain National House-Building Council (NHBC) hasn’t treated them fairly following a claim on their building warranty policy. What happened Mr and Mrs W made a claim on their building warranty policy for dropped flooring in areas of their home. NHBC... (3 pages)View decision -
Decision Reference DRN-3619197
20 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3619197 The complaint Mr A complains that Monzo Bank Ltd are holding him liable for a transaction he says he didn’t authorise. What happened In November 2021, Mr A’s Monzo card was used to make a purchase which Mr A says he didn’t authorise. The transaction was made using Apple Pay on ... (3 pages)View decision -
Decision Reference DRN-3703789
20 Sep 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3703789 The complaint Miss M complains that PayPal lent to her irresponsibly when she was unable to afford to sustainably repay her credit. She wants PayPal to refund the interest and charges she has incurred on her credit account. What happened Miss M is a homemaker. She has previousl... (3 pages)View decision -
Decision Reference DRN-3592212
20 Sep 2022 Vanquis Bank Limited UpheldBanking and PaymentsDRN-3592212 The complaint Mr F says Vanquis Bank Limited closed his account for an invalid reason. He then couldn’t make his repayments using the app and it unfairly reported his arrears to the credit reference agency(ies). What happened Vanquis wanted to do additional security checks on M... (3 pages)View decision
