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 366873 results
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Decision Reference DRN-5126443
6 Nov 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-5126443 The complaint Mr K is unhappy Marshmallow Insurance Limited (Marshmallow) avoided his motor insurance policy and refused to pay his claim. What happened Mr K took out a motor insurance policy with Marshmallow in December 2022. Unfortunately in August 2023 Mr K was involved i... (3 pages)View decision -
Decision Reference DRN-4965520
6 Nov 2024 Tesco Underwriting Limited UpheldInsuranceDRN-4965520 The complaint Mr N complains about how Tesco Underwriting Limited handled a claim he made on his home insurance policy. Reference to Tesco includes its agents. What happened Mr N holds a home insurance policy with Tesco. When his kitchen worktop was damaged he made a claim t... (3 pages)View decision -
Decision Reference DRN-5105382
6 Nov 2024 St Andrew's Insurance plc Not upheldInsuranceDRN-5105382 The complaint Miss P complains about the way St Andrew’s Insurance Plc settled a claim made under her home insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. At the relevant times, Miss P... (5 pages)View decision -
Decision Reference DRN-5129409
6 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5129409 The complaint Miss H complains that NewDay Ltd (NewDay) lent to her irresponsibly. What happened Over a period, Miss H had two credit cards issued by NewDay and the limits were increased as shown: Aqua card: Limit increase No. Date Limit December 2017 – new card £900 1 May ... (5 pages)View decision -
Decision Reference DRN-5128391
6 Nov 2024 Evolution Lending Limited UpheldMortgagesDRN-5128391 The complaint Mr L complains that Evolution Lending Limited lent to him irresponsibly when it gave him a third charge mortgage. What happened In January 2023, Mr L took out a third charge mortgage with Evolution. He borrowed £15,000 over 15 years on a variable interest rate ... (5 pages)View decision -
Decision Reference DRN-5088249
6 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5088249 The complaint Ms M, through a representative, complains that Monzo Bank Ltd won’t refund £34,260 that she lost as the result of an APP (authorised push payment) scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them in full ... (4 pages)View decision -
Decision Reference DRN-5083791
6 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5083791 The complaint Ms K complains about the actions of HSBC UK Bank Plc when she lost money to a scam. Ms K is being represented by a claims management company but for ease I’ll only refer to Ms K. What happened The detailed background to this complaint is well known to both pa... (3 pages)View decision -
Decision Reference DRN-4716849
6 Nov 2024 EE Limited Not upheldConsumer CreditDRN-4716849 The complaint Miss A complains that EE Limited (‘EE’) misled her in relation to a finance agreement she entered for a phone. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role reso... (2 pages)View decision -
Decision Reference DRN-4497164
6 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4497164 The complaint Mr C has complained that Bank of Scotland Plc failed to protect him from an employment- related impersonation scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summarise the key po... (3 pages)View decision -
Decision Reference DRN-4942064
6 Nov 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4942064 The complaint Mrs D complains that Nationwide Building Society (NWide) won’t refund money she lost in an investment scam. What happened What Mrs D says: In 2018, Mrs D received a call from a company regarding an investment opportunity. She was introduced to the prospect of i... (4 pages)View decision
