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 364766 results
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Decision Reference DRN-5064544
7 Oct 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-5064544 The complaint Mr M complains that after he made a claim on his motor insurance policy Marshmallow Insurance Limited (Marshmallow) unfairly said he had to accept it as his fault. He further complains his claim was then cancelled. There are several parties and representatives... (4 pages)View decision -
Decision Reference DRN-5052208
7 Oct 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5052208 The complaint Mr A’s complaint is about the way he was treated by Barclays Bank UK PLC when he wanted to dispute a number of payments to an online retailer made on his debit card. What happened I made a provisional decision on this complaint on 20 September 2024. A copy of t... (8 pages)View decision -
Decision Reference DRN-4998767
7 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4998767 The complaint Mr R has complained Monzo Bank Ltd did nothing to help when he ended up paying a fraudster for a holiday. What happened At the end of 2023 into 2024, Mr R was the victim of a scam. He was looking to book an overseas holiday and googled to find his normal travel... (3 pages)View decision -
Decision Reference DRN-3190487
7 Oct 2024 ReAssure Limited Not upheldPensions and AnnuitiesDRN-3190487 The complaint Mr D has complained, with the help of a professional third party, about the transfer of his ReAssure Limited (‘ReAssure’) personal pension to a small self-administered scheme (“SSAS”) in August 2014. Mr D’s SSAS was subsequently used to invest in an overseas pr... (12 pages)View decision -
Decision Reference DRN-4977060
7 Oct 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-4977060 The complaint Mr H is complaining about National Westminster Bank Plc because he says it agreed to allow him to miss payments on his loans and extend the term accordingly. Instead, it wants him to repay the arrears alongside his normal loan repayments. What happened Mr H has... (3 pages)View decision -
Decision Reference DRN-5051727
7 Oct 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5051727 The complaint Mr R has complained about Mitsubishi HC Capital UK Plc trading as Hitachi Capital Consumer Finance (“Mitsubishi”)’s response to a claim he made under Section 75 (“s.75”) of the Consumer Credit Act 1974 (the “CCA”) and in relation to allegations of an unfair rel... (8 pages)View decision -
Decision Reference DRN-5064422
7 Oct 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5064422 The complaint Mr K complains about AXA Insurance UK Plc’s handling and settlement of his home insurance claim. What happened The background to this complaint is complex and is well known to both parties, so I’ll provide only a brief summary here. I’ll concentrate on the issu... (7 pages)View decision -
Decision Reference DRN-4784920
7 Oct 2024 National Westminster Bank Plc UpheldMortgagesDRN-4784920 The complaint This complaint is about a capital repayment mortgage Ms G holds with National Westminster Bank Plc (NatWest). Ms G complains that NatWest misled her into thinking that when it switched her to a new five-year interest rate product, it was at the same time extend... (3 pages)View decision -
Decision Reference DRN-5027519
7 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5027519The complaint Miss C complains that HSBC UK Bank Plc trading as First Direct reported missed payments on her credit file. What happened In January 2023 Miss C opened a current account with HSBC. In July 2023 HSBC received a request from another bank regarding Miss C switching he... (3 pages)View decision -
Decision Reference DRN-4779009
7 Oct 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4779009 The complaint Mr H complains Lloyds Bank PLC gave incorrect advice when he asked about how to stop a transaction on his debit card. What happened In September 2023, Mr H hired a car while travelling abroad, paying with his Lloyds debit card. At the end of his trip, Mr H was... (3 pages)View decision
