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 120799 results
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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 -
Decision Reference DRN-3682557
20 Sep 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3682557 The complaint Mrs A complains that Metro Bank PLC has unfairly restricted her account usage. What happened Mrs A says Metro has placed unnecessary restrictions on her account. She says she is limited in the amount she can withdraw and says, despite what Metro believes, she is n... (2 pages)View decision -
Decision Reference DRN-3709984
20 Sep 2022 Lex Autolease Ltd UpheldConsumer CreditDRN-3709984 The complaint Mr M is unhappy with how Lex Autolease Ltd handled his request to collect a car at the end of a hire agreement. What happened It’s worth firstly noting that there is a lengthy history to this case. I don’t intend to list all contact, nor potential contact, between... (4 pages)View decision -
Decision Reference DRN-3703573
20 Sep 2022 Advantage Insurance Company Limited UpheldInsuranceDRN-3703573 The complaint Mr H complains about his insurer, Advantage Insurance Company Limited (‘Advantage’) for the quality of repairs carried out on his car following a collision. In referring to Advantage, I include their agents and representatives. This decision relates only to Mr H’s... (5 pages)View decision -
Decision Reference DRN-3690745
20 Sep 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3690745 The complaint Ms M complains that HSBC UK Bank Plc (“HSBC”) will not refund card payments she believed were going to a legitimate trading company which she says turned out to be a scam. What happened The circumstances of this complaint are well known to both parties, so I will ... (2 pages)View decision -
Decision Reference DRN-3503438
20 Sep 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3503438 The complaint Ms H complains about Royal and Sun Alliance Insurance PLC’s (RSA) handling and poor service following her claim under her home insurance policy. What happened Ms H had a leak at her home which cause damage to her property. She contacted RSA who instructed contract... (4 pages)View decision
