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 366874 results
-
Decision Reference DRN-4998920
7 Nov 2024 esure Insurance Limited UpheldInsuranceDRN-4998920 The complaint Miss C complains esure Insurance Limited (“esure”) misled her to think she would receive a reduction in her premium after her car insurance policy renewed. What happened Miss C called esure in May 2023 to discuss her renewal. Although the premium quoted was £1... (2 pages)View decision -
Decision Reference DRN-5130811
7 Nov 2024 National House-Building Council UpheldInsuranceDRN-5130811 The complaint Mr B has complained about his building warranty insurer, National House-Building Council (NHBC) in relation to defects at his property. Mr B complained to the Financial Ombudsman Service in summer 2023, in doing so he set out concerns about how the claim had b... (7 pages)View decision -
Decision Reference DRN-4862751
7 Nov 2024 Currencies Direct Limited UpheldBanking and PaymentsDRN-4862751 The complaint Mr P and Ms P complain that Currencies Direct Ltd won’t refund the money they lost when they were the victims of a scam. What happened The details of this complaint are well-known to both parties, so I have just summarised some of the key events below. In lat... (9 pages)View decision -
Decision Reference DRN-5065164
7 Nov 2024 One Sure Insurance Limited Not upheldInsuranceDRN-5065164 The complaint A company, which I’ll refer to as ‘O’, complains that One Sure Insurance Limited renewed his commercial motor policy without his consent and has unfairly increased the charges for the cancellation of the policy. Mr D brings the complaint on O’s behalf. For eas... (3 pages)View decision -
Decision Reference DRN-4715233
7 Nov 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4715233 Complaint Miss W has complained about the quality of a car that Startline Motor Finance Limited (“Startline”) supplied to her through a hire-purchase agreement. Background In August 2023, Startline provided Miss W with finance for a used car. The car was just over seven yea... (6 pages)View decision -
Decision Reference DRN-4961520
6 Nov 2024 Marsh Finance Limited UpheldConsumer CreditDRN-4961520 The complaint Mrs D complains Marsh Finance Limited (Marsh Finance) irresponsibly entered into a credit agreement with her because it didn’t complete reasonable and proportionate checks to ensure the agreement was affordable for her. What happened Mrs D entered into a hire p... (5 pages)View decision -
Decision Reference DRN-5130700
6 Nov 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5130700 The complaint Mr S complains Santander UK Plc didn’t do enough to protect him when he fell victim to a scam. What happened Mr S has accounts with Santander along with a debit card and a credit card. Mr S says he was looking for flights online when he saw an advert for a trav... (3 pages)View decision -
Decision Reference DRN-5130614
6 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5130614 The complaint Mr K complains Monzo Bank Ltd didn’t do enough to protect him when he fell victim to a scam. What happened Mr K has an account with Monzo that he opened in the course of this scam, at the scammer’s suggestion. He also has a current account with a business who I... (3 pages)View decision -
Decision Reference DRN-5130670
6 Nov 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5130670 The complaint Mr K complains National Westminster Bank Plc didn’t do enough to protect him when he fell victim to a scam. What happened Mr K has a current account with NatWest that he’s had for twenty years. Mr K says he received a message in September 2022 on a well-known a... (4 pages)View decision -
Decision Reference DRN-5108970
6 Nov 2024 Tandem Home Loans Ltd UpheldMortgagesDRN-5108970 The complaint Ms P complains that Tandem Home Loans Ltd (Tandem) didn’t provide her with the financial support or help she requested when she advised it that she might struggle to pay her contractual monthly payments (CMP) while the sale of her property was progressing. She ... (5 pages)View decision
