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 120936 results
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Decision Reference DRN-3386104
31 Mar 2022 Oplo HL Ltd UpheldMortgagesDRN-3386104 The complaint Mr and Mrs M complain that Oplo HL Ltd (then trading as 1st Stop Home Loans Limited) was irresponsible to lend to them. What happened Mr and Mrs M took out a loan of £10,000 with Oplo in early 2015. They told Oplo they intended to use the loan to repay mortgage ar... (6 pages)View decision -
Decision Reference DRN-3408849
31 Mar 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3408849 The complaint Miss O complains that National Westminster Bank (NatWest) made errors with her COVID-19 payment holidays. What happened Miss O had a personal loan from NatWest. On 1 March 2020, the balance was £3,563.00. Repayments were £179.42 a month. In March 2020 and then in ... (4 pages)View decision -
Decision Reference DRN-3407170
31 Mar 2022 esure Insurance Limited UpheldInsuranceDRN-3407170 The complaint Mrs V and Mr V complain about the handling of a claim under their home insurance policy by their insurer, esure Insurance Limited (esure). What happened In October 2020 Mrs V and Mr V noticed water soaking through the walls of the utility room at their property. A... (6 pages)View decision -
Decision Reference DRN-3295916
31 Mar 2022 QIC Europe Ltd UpheldInsuranceDRN-3295916 The complaint Miss D and Mr H complain that QIC Europe Ltd (QIC) declined their claim and avoided their policy following a flood at their property. What happened Miss D and Mr H took out a home insurance policy with QIC through an insurance aggregator website i... (4 pages)View decision -
Decision Reference DRN-3395999
31 Mar 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3395999 The complaint Ms F is unhappy that Monzo Bank Ltd won’t refund the money she’s lost to a fraudster. What’s happened? Ms F says she saw a private advert for a van on a well-known online marketplace. She’s used the marketplace many times in the past without any problems. She cont... (4 pages)View decision -
Decision Reference DRN-3325932
31 Mar 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3325932 The complaint Miss T is unhappy that Monzo Bank Ltd won’t refund the money she’s lost to a fraudster. What’s happened? Miss T has fallen victim to a purchase scam. On 2 January 2021, Miss T sent £240 via faster payment to buy a pair of trainers from a seller she had found on a ... (3 pages)View decision -
Decision Reference DRN-3262945
31 Mar 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3262945 The complaint Mr D is seeking to recover £50,000 from HSBC UK Bank Plc (trading as “First Direct”) after he was the victim of a scam. What happened In 2018, Mr D and his wife were looking for an investment opportunity which would ultimately provide them with an income. Mr D’s w... (4 pages)View decision -
Decision Reference DRN-3409544
31 Mar 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3409544 The complaint The estate of Mr H complains that Nationwide Building Society (“Nationwide”) has refused to refund transactions the late Mr H made (using his Nationwide Visa credit card) to a fraudulent investment company (Acervo). Ms H is the late Mr H’s daughter. She is one of... (7 pages)View decision -
Decision Reference DRN-3374142
31 Mar 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3374142 The complaint Mr K complains that Barclays Bank UK PLC unfairly declined an application for a reward credit card. What happened In July 2021 Mr K applied for Barclays’ reward credit card, but he was declined. He was told this was because he held a credit card which migrated ove... (2 pages)View decision -
Decision Reference DRN-3043143
31 Mar 2022 Wesleyan Assurance Society UpheldPensions and AnnuitiesDRN-3043143 The complaint Ms S complained about the advice she received from Wesleyan Assurance Society to take out a free-standing additional voluntary contribution (FSAVC) plan. She says if she’d been given adequate information during the sale about her options, she would have bought add... (15 pages)View decision
