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 4393 results
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Decision Reference DRN-4407543
21 Dec 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4407543 The complaint Mr W has complained about the way Lloyds Bank PLC handled a claim he made in relation to a car he paid for in part using a credit card. What happened Mr W purchased a used car for £3,795 in December 2020 from a car dealer. He paid £795 of this using his Lloyds cre... (4 pages)View decision -
Decision Reference DRN-5203195
13 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5203195 The complaint Mr M has complained that Monzo Bank Ltd (“Monzo”) failed to protect him from falling victim to a job-based scam, and hasn’t refunded the money he lost. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it... (4 pages)View decision -
Decision Reference DRN-3138703
31 Dec 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3138703 The complaint Mr O is unhappy Bank of Scotland plc (“BoS”) won’t refund him the money he lost as a result of a scam. What happened In January 2021, Mr O made two payments totalling £5,500 to purchase two tractors and have them shipped to Sudan. Mr O has told us that he spent ar... (4 pages)View decision -
Decision Reference DRN-3137906
11 Jan 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3137906 The complaint Mrs H an Mr H complain that Shawbrook Bank Limited (“Shawbrook”), has rejected the claim they made under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system they say was misrepresented to them by the supplier. Mrs H and Mr H ... (6 pages)View decision -
Decision Reference DRN-4601282
29 Mar 2024 Barclays Bank Plc UpheldPensions and AnnuitiesDRN-4601282 The complaint Mr C has complained that Barclays Bank Plc (‘Barclays’) unduly delayed the transfer of his pension to Aviva. Mr C has stated that during these delays changes to investment values meant that financial losses were incurred. What happened The chain of events in this ... (5 pages)View decision -
Decision Reference DRN-3447970
27 Apr 2022 Acromas Insurance Company Limited UpheldInsuranceDRN-3447970 The complaint Mr B and his wife Miss M complain that Acromas Insurance Company Limited mishandled a claim on his motor insurance policy. Where I refer to Acromas, I include claims-handlers and others insofar as I hold Acromas responsible for their acts or omissions. What happen... (5 pages)View decision -
Decision Reference DRN-2349935
11 Jan 2021 MotoNovo Finance Limited UpheldConsumer CreditDRN-2349935 The complaint Mr P complains that a hire purchase agreement for a car via MotoNovo Finance Limited was mishandled, leading to him suffering financial loss and inconvenience. What happened In November 2019, Mr P arranged to purchase a car via a three-year hire purchase agreement... (4 pages)View decision -
Decision Reference DRN-2662533
9 Mar 2021 Markerstudy Insurance Company Limited UpheldInsuranceDRN-2662533 The complaint Mr S has complained that Markerstudy Insurance Company Limited (Markerstudy) has undervalued his taxi following a total loss claim. What happened The background to this complaint, and my provisional findings on it, can be found in my provisional de... (4 pages)View decision -
Decision Reference DRN-2844002
18 Aug 2021 Safe World Insurance Group (UK) Ltd Not upheldInsuranceDRN-2844002 The complaint Mr T’s complaint is about the refusal of a claim Guarantee Protection Insurance policy with Safe World Insurance Group (UK) Ltd. What happened In December 2019, Mr T bought a renewable energy heating system with Contractor A. Mr T was unaware at the time that Cont... (4 pages)View decision -
Decision Reference DRN-5114044
7 Nov 2024 esure Insurance Limited Not upheldInsuranceDRN-5114044 The complaint Mr O has complained about the service he has received under his motor policy from esure Insurance Limited following a claim made by a passenger on a bus. He’s particularly complained that his premium for his motor policy has increased significantly. What happe... (4 pages)View decision
