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 374385 results
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Decision Reference DRN-5354315
25 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5354315 The complaint Mr O complains that Monzo Bank Ltd won’t reimburse him after he fell victim to a job scam. Mr O is professionally represented in bringing his complaint to our service, but for ease of reading I’ll refer to all submissions as being made by Mr O directly. What ha... (4 pages)View decision -
Decision Reference DRN-5313968
25 Feb 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5313968 The complaint Mrs V complains about the service she received from Clydesdale Bank Plc trading as Virgin Money (“Virgin”) when opening a new ISA. In particular she is unhappy that it had her surname recorded incorrectly in its systems causing administrative errors and delays.... (3 pages)View decision -
Decision Reference DRN-5238421
25 Feb 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5238421 The complaint Mr T has complained Clydesdale Financial Services Limited, trading as Barclays Partner Finance, continues to hold him liable for a fixed-sum loan agreement which he didn’t take out. What happened After realising he’d been a victim of fraud and being targeted by... (2 pages)View decision -
Decision Reference DRN-5008819
25 Feb 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5008819 The complaint Mr Y has complained BMW Financial Services (GB) Limited repossessed his car for breach of the credit agreement but did not communicate properly with him. This has left him with a debt to repay, and a default on his credit record. What happened In May 2023 Mr Y ... (2 pages)View decision -
Decision Reference DRN-5354294
25 Feb 2025 U K Insurance Limited UpheldInsuranceDRN-5354294 The complaint Mr H complains that U K Insurance Limited trading as Direct Line (UKI) won’t allow him to add his son as a named driver to his car insurance policy, either temporarily or permanently. What happened Mr H has car insurance with UKI. The policy was originally tak... (4 pages)View decision -
Decision Reference DRN-5309273
25 Feb 2025 HSBC Life (UK) Limited Not upheldInsuranceDRN-5309273 The complaint The estate of Mr F complains that HSBC Life (UK) Limited has turned down a life insurance claim it made on a Life Protection Policy. Mr F’s estate is represented in bringing this complaint. What happened The background to this complaint is well-known to both pa... (4 pages)View decision -
Decision Reference DRN-5131454
25 Feb 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5131454 The complaint Miss S has complained MotoNovo Finance Limited is charging her too high a rate of interest for her monthly repayments on the finance agreement for her car. She believes she only took this agreement out under duress and wants the amount she’s repaying to be redu... (2 pages)View decision -
Decision Reference DRN-5257099
25 Feb 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5257099 The complaint Mr H complains Haven Insurance Company Limited didn’t handle a claim against his motorhome insurance policy fairly. For ease of reading, references to Haven include the actions of its agents. Mr H is represented, but for ease of reading I will refer to their ac... (3 pages)View decision -
Decision Reference DRN-5280189
25 Feb 2025 Covea Insurance plc Not upheldInsuranceDRN-5280189 The complaint Mr D complains about Covea Insurance plc’s handling of his buildings insurance claim. All references to Covea also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Inste... (2 pages)View decision -
Decision Reference DRN-5296815
25 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5296815 The complaint Miss M complains that Monzo Bank Ltd didn’t advise her that the premium feature on its current accounts could only apply to a sole account and not the joint account she applied for. What happened In April 2024 Miss M began an application for a joint account wi... (3 pages)View decision
