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
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Decision Reference DRN-4670355
5 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4670355 The complaint Miss G complains that Monzo Bank Ltd hasn’t agreed to refund a payment which she says she didn’t authorise. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in detail. The core facts are not in dispute, ... (2 pages)View decision -
Decision Reference DRN-4757537
5 Jun 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-4757537 The complaint Mr B says HSBC UK Bank Plc irresponsibly lent to him. What happened Mr B complains about two loans he took out from HSBC. The first (loan 1) was for £15,000 over 48 months on 15 January 2022 and the monthly repayments were £333.67. Loan 1 was used in part to settl... (3 pages)View decision -
Decision Reference DRN-4834827
5 Jun 2024 QBE UK Limited UpheldInsuranceDRN-4834827 The complaint Mr C has complained about the poor repairs to his car following a claim under his Courier Insurance Policy and the impact this had on him emotionally and financially. Any reference to QBE includes its agents. What happened Mr C was involved in an accident at the e... (3 pages)View decision -
Decision Reference DRN-4761319
5 Jun 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4761319 The complaint Mr T complains about AXA Insurance UK Plc’s handling of a claim he made under his home insurance policy. AXA is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As AXA has accepted it is accountable for th... (3 pages)View decision -
Decision Reference DRN-4752554
5 Jun 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4752554 The complaint Miss B and Mr H complain Accredited Insurance (Europe) Ltd unfairly declined a theft claim under a buildings and contents insurance policy. Reference to Accredited include its agents. What happened Miss B and Mr H took out a buildings and contents policy with Accr... (3 pages)View decision -
Decision Reference DRN-4833841
5 Jun 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4833841 The complaint Miss H has complained about Admiral Insurance (Gibraltar) Limited. She isn’t happy about the way it dealt with a claim under her motor insurance policy and the delays caused. What happened I looked at this case and provided my initial thoughts in my provisional de... (3 pages)View decision -
Decision Reference DRN-4528158
5 Jun 2024 FCE Bank Plc UpheldConsumer CreditDRN-4528158 The complaint Miss M complains about the compensation offered by FCE Bank Plc trading as Ford Credit Europe (FCE) after they agreed to the rejection of her vehicle. What happened In August 2022 Miss M acquired a new car through a hire purchase agreement financed by FCE. Miss M ... (2 pages)View decision -
Decision Reference DRN-4834969
5 Jun 2024 Santander UK Plc UpheldMortgagesDRN-4834969 The complaint Mrs D and Mr D complain that Santander UK Plc didn’t reduce the term of their mortgage properly. The repayments were lower than they wanted, which made the term much longer than needed. And they told us about the problems they had, trying to complain about this. W... (4 pages)View decision -
Decision Reference DRN-4833517
5 Jun 2024 Sense Network Limited UpheldPensions and AnnuitiesDRN-4833517 The complaint Mr H has complained that an appointed representative of Sense Network Limited gave him unsuitable advice to buy an annuity in 2013. What happened I issued my provisional decision on this complaint on 10 May 2024. The background and circumstances to the complaint a... (6 pages)View decision -
Decision Reference DRN-4755430
5 Jun 2024 The Right Mortgage Limited UpheldMortgagesDRN-4755430 The complaint Mr and Mrs W complain that Shield Financial Planning Ltd (an appointed representative of The Right Mortgage Limited) caused delays in their mortgage application because of its poor advice and inaction. Mr and Mrs W say they were given a timescale of 10 days for a ... (8 pages)View decision
