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-5288943
25 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5288943 The complaint Mr B complains that Nationwide Building Society did not make it clear that an account switch offer had been withdrawn. What happened In May 2024 Nationwide launched a current account online switch offer. The offer was advertised on the current accounts page on... (3 pages)View decision -
Decision Reference DRN-5353574
25 Feb 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5353574 The complaint Mr U complains that Liverpool Victoria Insurance company trading as LV have declined his claim and cancelled his policy due to undeclared modifications on the vehicle. What happened Mr U’s car was deemed a total loss following him driving it into flood water, ... (3 pages)View decision -
Decision Reference DRN-5353565
25 Feb 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5353565 The complaint Mr R complains that Moneybarn No. 1 Limited (“Moneybarn”) supplied him with a car that wasn’t of satisfactory quality at the point of supply. What happened In July 2023, Mr R acquired a used car using a conditional sale agreement with Moneybarn. The purchase p... (6 pages)View decision -
Decision Reference DRN-5351979
25 Feb 2025 Topaz Finance Limited Not upheldMortgagesDRN-5351979 The complaint Mr W had a buy-to-let mortgage with Topaz Finance Limited, trading as Rosinca Mortgages. He complains about how Rosinca treated him between February 2022 and December 2023 and, in particular, that: - it added excessive legal fees to, and failed to deduct payme... (5 pages)View decision -
Decision Reference DRN-5058178
25 Feb 2025 AXA XL Insurance Company UK Limited UpheldInsuranceDRN-5058178 The complaint B, a limited company, represented by its directors, has complained about the property’s insurer AXA XL Insurance Company UK Limited. B is complaining that whilst it made a subsidence claim in 2018, the claim and subsidence remain unresolved. What happened In ... (4 pages)View decision -
Decision Reference DRN-5336322
25 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5336322 The complaint Miss W complains that Monzo Bank Ltd (‘Monzo’) declined to reimburse over £2,000.00 that was lost when she fell victim to a cryptocurrency investment scam. What happened In the absence of any submissions from Monzo to this service, our investigator originally ... (5 pages)View decision -
Decision Reference DRN-5353501
25 Feb 2025 Usay Business Limited UpheldInsuranceDRN-5353501 The complaint Miss B complains that Usay Business Limited trading as Usay Compare mis-sold her a private medical insurance policy. What happened Miss B wanted to take out a private medical insurance policy. Usay recommended a policy which they said was suitable for her. A ra... (2 pages)View decision -
Decision Reference DRN-5353485
25 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5353485 The complaint Mrs J is unhappy that Santander UK Plc have restricted her accounts. What happened In September 2023, Santander placed restrictions on Mrs J’s accounts because they were concerned about payments that she wanted to make and that she might be falling victim to a... (4 pages)View decision -
Decision Reference DRN-4914094
25 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4914094 The complaint Mr F complains that Lloyds Bank plc (Lloyds) didn’t refund the cost of goods he ordered but didn’t receive. He would like Lloyds to make the refund. . What happened The details of this complaint are well known to both parties, so I won’t repeat them again here.... (2 pages)View decision -
Decision Reference DRN-5353343
25 Feb 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5353343 The complaint Mr N and Mrs S complain about the amount Liverpool Victoria Insurance Company Limited (“LV”) paid for the contents section of a claim made on their home insurance policy. References to LV include its agents. What happened In April 2023 an escape of water in M... (5 pages)View decision
