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 370149 results
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Decision Reference DRN-5080274
30 Oct 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5080274 The complaint Mr C complains about Admiral Insurance (Gibraltar) Limited in relation to a motor insurance policy. Reference to Admiral includes its agents. What happened In summary, Mr C had a motor insurance policy underwritten by Admiral. The policy relevant to this compl... (3 pages)View decision -
Decision Reference DRN-5104452
30 Oct 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-5104452 The complaint Mrs D complains about the settlement that Advantage Insurance Company Limited offered her for the total loss of her car following a claim made on her commercial motor insurance policy. What happened Mrs D’s car was damaged when it was hit by another car whilst... (3 pages)View decision -
Decision Reference DRN-5051261
30 Oct 2024 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5051261 The complaint Mr L complains J.P. Morgan Europe Limited – who I’ll refer to as CHASE throughout the rest of this decision – didn’t do enough when he fell victim to an investment scam. What happened Mr L has an account with CHASE that he opened in May 2023. He says he opened ... (2 pages)View decision -
Decision Reference DRN-4990566
30 Oct 2024 Hastings Insurance Services Limited Not upheldInsuranceDRN-4990566 The complaint Mrs D complains about the level of service provided by Hastings Insurance Services Limited in administering her commercial motor insurance policy. She said she wants compensation for its errors. What happened Mrs D made a claim on her policy and Hastings, acti... (2 pages)View decision -
Decision Reference DRN-4572614
30 Oct 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4572614 The complaint Mr K complains about the quality of a car supplied via conditional sale by Moneybarn No.1 Limited trading as Moneybarn. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my ... (3 pages)View decision -
Decision Reference DRN-5076133
30 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5076133 The complaint Miss A, through a representative, complains that Monzo Bank Ltd won’t refund £17,398.84 that she lost as the result of a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them in full here. In summary, Miss A fe... (4 pages)View decision -
Decision Reference DRN-4984913
30 Oct 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4984913 The complaint Mr M complains that AXA Insurance UK Plc (AXA) refused to pay a claim on his motor insurance because of modifications to his car. What happened Mr M had motor insurance underwritten by AXA. Following an accident he made a claim on his insurance. When Mr M had r... (3 pages)View decision -
Decision Reference DRN-4664276
30 Oct 2024 Telefonica UK Limited Not upheldConsumer CreditDRN-4664276 The complaint Mr L has complained that Telefonica UK Limited trading as O2 misled him about the reporting on his credit file of a fixed sum loan agreement he’d taken out to buy a device. What happened The circumstances of the complaint are well known so I’m not going to go ... (2 pages)View decision -
Decision Reference DRN-4691326
30 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4691326 The complaint Mr A complains that Santander UK Plc closed his account, and he’d like it reinstated. What happened Mr A had an account with Santander Between September and November 2023 Santander had several conversations with Mr A to try to obtain information for their Know ... (2 pages)View decision -
Decision Reference DRN-5070077
30 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5070077 The complaint In summary, Ms E complains about the administration of her HSBC UK Bank Plc credit card. What happened Ms E held a credit card with HSBC; the account defaulted in December 2022, closed, and it was passed to the bank’s internal collections department. To large... (4 pages)View decision
