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 4257 results
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Decision Reference DRN-4506112
20 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4506112 The complaint Mr D complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. Mr D is being represented by a third party. To keep things simple, I will refer to Mr D throughout my decision. What happened The background of this co... (3 pages)View decision -
Decision Reference DRN2126351
15 May 2017 Capital One (Europe) plc UpheldBanking and creditMrs D complains that Capital One (Europe) plc registered a default on her credit file and won’t remove it.backgroundMrs D was made redundant in early 2012. She contacted Capital One immediately. Capital One agreed a long term payment plan with Mrs D and stopped addi... (4 pages)View decision -
Decision Reference DRN-2194097
15 Feb 2021 Hitachi Capital (UK) Plc UpheldConsumer CreditDRN-2194097 The complaint Mr G complains that Hitachi Capital (UK) Plc refused to cover the costs to repair a faulty car. What happened In December 2018 Mr G acquired a second-hand car costing £10,190 funded by a fixed loan agreement. The car was some three years old and had covered 34,829... (3 pages)View decision -
Decision Reference DRN-3238207
26 Jan 2022 Tesco Underwriting Limited UpheldInsuranceDRN-3238207 The complaint Mrs A took out a motor insurance policy provided by Tesco Underwriting Limited in 2021. She’s represented by her husband, Mr A, who says Tesco misled her in relation to a hire car. What happened Mrs A’s car was damaged whilst it was parked and unattended. Another ... (3 pages)View decision -
Decision Reference DRN-3390601
31 Mar 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3390601 The complaint Mr U has complained that Admiral Insurance Company Limited settled two claims against him from third parties under his motor insurance policy without properly investigating them and after he’d said he was not involved. What happened Admiral received a claim agains... (3 pages)View decision -
Decision Reference DRN-4685276
25 Apr 2024 First Central Underwriting Limited Not upheldInsuranceDRN-4685276 The complaint Mr A complains that First Central Underwriting Limited cancelled his motor insurance policy when it found that his car was imported. What happened Mr A took out a policy with First Central through an online comparison site and he confirmed that his car wasn’t imp... (3 pages)View decision -
Decision Reference DRN6122063
15 Dec 2015 Domestic & General Insurance Plc Not upheldInsurance (excluding PPI)Mr S is unhappy that Domestic & General Insurance Plc won’t meet a claim for accidental damage to his mobile phone. backgroundI issued my provisional decision on this matter in November 2015, an extract from which is copied below:“Mr S has a credit card account tha... (3 pages)View decision -
Decision Reference DRN8716951
1 Dec 2016 Allianz Insurance Plc Not upheldInsurance (excluding PPI)Ms C’s complained about the way Allianz Insurance Plc dealt with a claim from a third party under her motor insurance policy.backgroundAllianz received a claim against Ms C’s motor policy from a third party in November 2015. When it contacted Ms C she said she hadn... (3 pages)View decision -
Decision Reference DRN-5380229
26 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5380229 The complaint Mr R complains that Lloyds Bank PLC won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both p... (3 pages)View decision -
Decision Reference DRN-4050919
28 Mar 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4050919 The complaint Mrs D complains that Barclays Bank UK PLC (Barclays) wouldn’t accept a Power of Attorney on her mother’s account. What happened In January 2022, Mrs D made an appointment at a branch of Barclays to enquire about setting up a Power of Attorney (PoA) on her mother’s... (3 pages)View decision
