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 367300 results
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Decision Reference DRN-5168861
25 Nov 2024 Coventry Building Society UpheldMortgagesDRN-5168861 The complaint Mrs B complains that Coventry Building Society unfairly declined to transfer her joint mortgage into her sole name. What happened Mrs B took out a mortgage in joint names in 2013 with her (now ex) husband. They separated and Mrs B stayed in the property. In 202... (3 pages)View decision -
Decision Reference DRN-4863330
25 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4863330 The complaint Mrs B has complained Monzo Bank Ltd won’t refund her after she was the victim of a scam. What happened In January 2024, Mrs B was selling items on an online reselling website. Her card details were compromised, and she was conned into authenticating a foreign p... (2 pages)View decision -
Decision Reference DRN-5168588
25 Nov 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-5168588 The complaint Mr O has complained about the standard of repairs Advantage Insurance Company Limited permitted when it repaired his car following his claim under his motor policy. What happened Mr O made a claim for the repair of his car on 5 June 2023. Unfortunately, the ap... (3 pages)View decision -
Decision Reference DRN-4553109
25 Nov 2024 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-4553109 The complaint Mr J has complained about the way Ikano Bank AB (publ) responded to claims he’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credit Act 1974 (the “CCA”)... (4 pages)View decision -
Decision Reference DRN-5096946
25 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5096946 The complaint Mr S has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In March 2024 Mr S was told by Monzo that they were closing his account. They also lodged a fraud-related marker on his record wit... (2 pages)View decision -
Decision Reference DRN-4975467
25 Nov 2024 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-4975467 The complaint Mr W, Miss B and Miss W are unhappy with the way in which Great Lakes Insurance UK Limited handled a claim made on their travel insurance policy for a cancelled holiday. All reference to Great Lakes includes its agents. What happened By way of its final respo... (3 pages)View decision -
Decision Reference DRN-5166143
25 Nov 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5166143 The complaint Mr and Mrs E complain that Royal & Sun Alliance Insurance Limited (“RSA”) have unfairly declined a claim under their home insurance policy. Any reference to Mr and Mrs E or RSA includes respective agents and representatives. What happened The background to ... (9 pages)View decision -
Decision Reference DRN-5162704
25 Nov 2024 Vitality Corporate Services Limited Not upheldInsuranceDRN-5162704 The complaint Mr T and Mr W are unhappy that Vitality Corporate Services Limited mis-sold them a life insurance policy. What happened Vitality sold Mr T and Mr W a VitalityLife Essentials Plan, which included a wellness optimiser (‘the plan’), in 2019. The plan works by pr... (5 pages)View decision -
Decision Reference DRN-4895723
25 Nov 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4895723 The complaint Mr B has complained Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance, is asking him to repay a fixed-sum loan he took out as the result of a fraudulent scam. What happened In November 2023, Mr B realised he’d been the victim of a scam after havi... (2 pages)View decision -
Decision Reference DRN-4948197
25 Nov 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4948197 The complaint Mr N complains that Haven Insurance Company Limited declared his motor insurance policy void. What happened Mr N made a claim on his policy after he was involved in an accident. Haven said when the accident happened, Mr N was commuting and his policy didn’t cov... (3 pages)View decision
