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 375868 results
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Decision Reference DRN-5257286
4 Feb 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5257286 The complaint Mr H and Mrs H have complained that Accredited Insurance (Europe) Ltd (‘Accredited’) unfairly declined to deal with a claim under their home emergency policy. As Mr H mainly seemed to deal with the claim and complaint, for ease, I will normally only refer to h... (3 pages)View decision -
Decision Reference DRN-5305516
4 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5305516 The complaint Miss S complains that NewDay Ltd, trading as Aqua, irresponsibly provided her with credit. Miss S is supported in bringing this complaint by a representative. But for ease, I’ll refer to all submissions and actions as being those of Miss S herself. What happe... (3 pages)View decision -
Decision Reference DRN-5278281
4 Feb 2025 Amigo Loans Ltd Not upheldConsumer CreditDRN-5278281 The complaint Mr O complains that Amigo Loans Ltd (‘Amigo’) recently sold his personal unsecured loan account to another company in breach of his terms and conditions. He says Amigo communicated poorly with him and took too long dealing with his complaint. Mr O’s also unhap... (2 pages)View decision -
Decision Reference DRN-5259388
4 Feb 2025 CIGNA Europe Insurance Company SA-NV UpheldInsuranceDRN-5259388 The complaint Mr F complains that CIGNA Europe Insurance Company SA-NV cancelled his private medical insurance policy from the outset. What happened In summary, in October and November 2023, Mr F’s mother called CIGNA on his behalf and took out a private medical insurance p... (6 pages)View decision -
Decision Reference DRN-5306516
4 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5306516 The complaint Ms F complains that Monzo Bank Ltd didn’t do enough to protect her from the financial harm caused by a scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to both part... (5 pages)View decision -
Decision Reference DRN-5301832
4 Feb 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5301832 The complaint Mr and Mrs I complained that Lloyds Bank General Insurance Limited (“Lloyds”) unfairly declined their storm claim for damage to their chimney. Mr and Mrs I were unhappy with the conduct of Lloyds’ surveyor. Lloyds were providing a home insurance policy. What ha... (3 pages)View decision -
Decision Reference DRN-5306415
4 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5306415 The complaint Mrs A complains Revolut Ltd didn’t send her a customised debit card she had ordered and the customer service she received. What happened I sent the parties a provisional decision in January 2025, in which I set out the following background information to the co... (3 pages)View decision -
Decision Reference DRN-5306153
4 Feb 2025 Newcastle Building Society UpheldBanking and PaymentsDRN-5306153 The complaint M, a limited company, complains that Newcastle Building Society trading as Manchester Building Society (“Manchester”) didn’t provide prompt access to funds in its savings account when withdrawals were requested. Mr F brings this complaint on behalf of M. What h... (5 pages)View decision -
Decision Reference DRN-5156011
4 Feb 2025 MBNA Limited Not upheldConsumer CreditDRN-5156011 The complaint Mr H complains that MBNA Limited lent to him irresponsibly in relation to a loan he says was approved for him. Mr H estimates that the loan was approved on a date between 1998 and 1 January 2001. What happened On 11 August 2023 Mr H complained to MBNA about a l... (3 pages)View decision -
Decision Reference DRN-5305297
4 Feb 2025 Mortgage Agency Services Number Five Limited Not upheldMortgagesDRN-5305297 The complaint Mr and Mrs S complain about the interest rate that Mortgage Agency Services Number Five Limited (MAS5) has applied to their mortgage. What happened In 2007, Mr and Mrs S took out an interest only mortgage over a term of 23 years with GMAC RFC. The mortgage had ... (4 pages)View decision
