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 364862 results
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Decision Reference DRN-4988792
7 Oct 2024 Protector Insurance UK UpheldInsuranceDRN-4988792 The complaint Mr B complains that Protector Insurance UK has treated him unfairly when handling a claim made in relation to his property. What happened Mr B is a leaseholder of a flat. The buildings insurance is provided by the freeholder with Mr B being eligible to benefit ... (5 pages)View decision -
Decision Reference DRN-4857627
7 Oct 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4857627 The complaint Miss W complains about the quality of a car she has been financing through an agreement with Zopa Bank Limited (Zopa). What happened Miss W took receipt of a used car in August 2022. She financed the deal through an agreement with Zopa. At the point of supply t... (2 pages)View decision -
Decision Reference DRN-5037988
7 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5037988 The complaint Mrs F complains that Revolut Ltd won’t reimburse her after she fell victim to a scam. What happened Mrs F has explained that she received a phone call from an individual purporting to work for a known cryptocurrency platform. The individual told Mrs F that fund... (4 pages)View decision -
Decision Reference DRN-5056500
7 Oct 2024 TSB Bank plc Not upheldMortgagesDRN-5056500 The complaint Mr A complained both about what happened when he applied to TSB Bank plc for a new fixed interest rate on his mortgage with it, and also about what happened when he then asked TSB to cancel this rate before it was applied. What happened Mr A said that his exist... (5 pages)View decision -
Decision Reference DRN-5065457
7 Oct 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-5065457 The complaint Mrs G complains that Startline Motor Finance Limited (“SMF”) didn’t properly explain her options to end her hire purchase agreement early. What happened I sent Mrs G and SMF my provisional findings on this complaint on 4 September 2024. A copy of that decision ... (7 pages)View decision -
Decision Reference DRN-5019194
7 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5019194 The complaint Mr F complains that he had to make 19 calls to Santander UK Plc to add his mobile number to his online account. He wants the multiple service issues acknowledged and an appropriate amount of compensation for the distress, inconvenience and upset he was caused. ... (2 pages)View decision -
Decision Reference DRN-5064826
7 Oct 2024 Nelson Insurance Company Ltd UpheldInsuranceDRN-5064826 The complaint Mr M has complained about the way Nelson Insurance Company Ltd has handled his claim under his Private Hire Insurance policy. Any reference to Nelson includes its agents. What happened Mr M’s car, which he used as a taxi, was stolen at the end of June 2023. H... (6 pages)View decision -
Decision Reference DRN-5031001
7 Oct 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5031001 The complaint Mr B complains that Bank of Scotland plc trading as Halifax caused a data breach when his partner was allowed access to his personal accounts on-line. What happened Mr B held several sole accounts with Halifax. In 2024 he opened a joint account with his partne... (2 pages)View decision -
Decision Reference DRN-5017902
7 Oct 2024 Tradex Insurance Company PLC UpheldInsuranceDRN-5017902 The complaint Mr T has complained that Tradex Insurance Company PLC caused delay in arranging repairs for his van when he made a claim under his commercial vehicle insurance policy. All reference to the insurer Tradex in my decision includes the administrator of the claim on... (3 pages)View decision -
Decision Reference DRN-4936389
7 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4936389 The complaint Mr M complains that Monzo Bank Ltd unfairly closed his account and that it didn’t return the full balance that remained at the time. What happened In August last year, following an earlier decision to close Mr M’s account with two months’ notice - Monzo decided... (2 pages)View decision
