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 367300 results
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Decision Reference DRN-4987432
1 Nov 2024 Tesco Underwriting Limited UpheldInsuranceDRN-4987432 The complaint Mr M and Mrs W have complained about the way their motor insurer, Tesco Underwriting Limited (‘Tesco’), dealt with a claim they made on their policy . Tesco is the underwriter of this policy i.e. the insurer. During the claim Mr M and Mrs W also dealt with oth... (5 pages)View decision -
Decision Reference DRN-5112573
1 Nov 2024 Lighthouse Advisory Services Limited UpheldInvestmentsDRN-5112573 The complaint Mr and Mrs C complain they weren’t properly informed about the cost of investment advice provided by Lighthouse Advisory Services Limited. They don’t feel they should be required to pay for advice they don’t wish to be implemented. What happened Mr C approached... (5 pages)View decision -
Decision Reference DRN-5014509
1 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5014509 The complaint Miss G is unhappy that Monzo Bank Ltd won’t reimburse her money she lost after being a victim of fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Miss G was looking to rent accommo... (3 pages)View decision -
Decision Reference DRN-4967171
1 Nov 2024 Aviva Insurance Limited UpheldInsuranceDRN-4967171 The complaint Ms N complains that Aviva Insurance Limited has treated her unfairly when handling a claim made on her motor insurance policy. What happened A claim was made with Aviva on 9 August 2023. When the claim was first made, Aviva felt Ms N’s car could be a total loss... (3 pages)View decision -
Decision Reference DRN-5010233
1 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5010233 The complaint Mr W complained to Lloyds Bank PLC (“Lloyds”) in February 2024 an overdraft facility that was provided in April 2023. Mr W says Lloyds acted irresponsibly in providing him with the overdraft facility and that it was unaffordable for him. What happened Lloyds ... (3 pages)View decision -
Decision Reference DRN-5080811
1 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5080811 The complaint Mrs R complains about her secured business loan with Barclays Bank UK PLC. She says the loan should have been in the name of a limited company rather than in her name as a sole trader. She says Barclays didn’t carry out affordability tests or tell her the mortg... (4 pages)View decision -
Decision Reference DRN-5033088
1 Nov 2024 Highway Insurance Company Limited UpheldInsuranceDRN-5033088 The complaint Mr R complains that Highway Insurance Company Limited caused delays in handling a claim under his van insurance policy. Where I refer to Highway, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The ... (3 pages)View decision -
Decision Reference DRN-5033416
1 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5033416 The complaint Mr P complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties so I won’t repeat it all in detail here. But in sum... (3 pages)View decision -
Decision Reference DRN-4995008
1 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4995008 The complaint Mr J complains HSBC UK Bank Plc didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr J has an account with HSBC. He has an account with another business who I’ll refer to as “R” throughout the rest of this decision. Mr J s... (2 pages)View decision -
Decision Reference DRN-4592575
1 Nov 2024 Close Brothers Limited Not upheldConsumer CreditDRN-4592575 The complaint Mr T complains that a car he acquired using a conditional sale agreement with Close Brothers Limited (“Close Brothers”) wasn’t of satisfactory quality. What happened In March 2023, Mr T acquired a used car under a five-year conditional sale agreement with Close... (4 pages)View decision
