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 381194 results
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Decision Reference DRN-5400398
25 Mar 2025 esure Insurance Limited UpheldInsuranceDRN-5400398 The complaint Mr H and Mrs M complain that esure Insurance Limited haven’t given a fair settlement valuation for their car after it was deemed a total loss, and that they closed the claim without reason which delayed the settlement being paid, and Mrs M making a personal inj... (3 pages)View decision -
Decision Reference DRN-4828615
25 Mar 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-4828615 The complaint Mrs M complains that Zopa Bank Limited trading as Zopa is holding her liable for a loan which she says was taken out fraudulently in her name. What happened Around September 2023 Mrs M came across a company, C, claiming to offer a low-risk investment opportunit... (3 pages)View decision -
Decision Reference DRN-5327730
25 Mar 2025 Motorpoint Limited UpheldConsumer CreditDRN-5327730 The complaint Mr C complains about the way that Motorpoint Limited, trading as Motorpoint, dealt with the payments due from him for a car that was supplied to him under a hire purchase agreement. What happened I issued a provisional decision on this complaint earlier this mo... (4 pages)View decision -
Decision Reference DRN-5387482
25 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5387482 The complaint Mr K complains that Nationwide Building Society unreasonably refused his request to withdraw cash after his card was retained by its ATM. And that it unfairly placed a VAB (verbal and aggressive behaviour) report against his record. What happened In July 2024 M... (2 pages)View decision -
Decision Reference DRN-5424204
25 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5424204 The complaint Mr R complains about Royal & Sun Alliance Insurance Limited’s decision to decline cover for part of the damage to his home, under a buildings insurance claim. Royal & Sun Alliance Insurance Limited (RSA) has been represented on the claim by its agents. ... (4 pages)View decision -
Decision Reference DRN-4966943
25 Mar 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4966943 The complaint Mr R complains that Hargreaves Lansdown Asset Management Limited (“HLAM”) failed to credit his investment account with two cheques sent by his building society. He’s further unhappy that HLAM didn’t return the cheques to his building society, instead it sent th... (2 pages)View decision -
Decision Reference DRN-5300432
25 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5300432 The complaint Ms C complains about Barclays Bank UK PLC (Barclays) when they closed a dormant currency account she held with them. What happened In August 2022, Ms C opened a currency account with Barclays and deposited funds soon after. As no other transactions were made, ... (3 pages)View decision -
Decision Reference DRN-5327962
25 Mar 2025 more 2 life Ltd Not upheldMortgagesDRN-5327962 The complaint Mr and Mrs S’s complaint is that more 2 life Ltd (referred to here as M2L) declined their request to port (transfer) their lifetime equity release mortgage onto a new property, because of concerns raised by the surveyors. M2L had imposed a £2,000 retention on t... (3 pages)View decision -
Decision Reference DRN-5369855
25 Mar 2025 MS Amlin Insurance SE Not upheldInsuranceDRN-5369855 The complaint Mr W complains about MS Amlin Insurance SE (“MSAI”) and the decision to decline the claim he made on his marine insurance policy. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them chronologically... (4 pages)View decision -
Decision Reference DRN-5362914
25 Mar 2025 Black Horse Limited UpheldConsumer CreditDRN-5362914 The complaint Mr O complains that a car supplied to him under a hire purchase agreement with Land Rover Financial Services (LRFS) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were set out in my provisional d... (5 pages)View decision
