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 360264 results
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Decision Reference DRN-4553293
5 Mar 2024 One Sure Insurance Limited UpheldInsuranceDRN-4553293 The complaint B, a limited company, complains about the amount charged by One Sure Insurance Limited when his commercial motor insurance policy was cancelled. The complaint is brought on B’s behalf by Mr B, its director. He wants a higher refund of his premium. What happened O... (2 pages)View decision -
Decision Reference DRN-4398537
5 Mar 2024 Nationwide Building Society Not upheldMortgagesDRN-4398537 The complaint Mr A and Mrs I complain that Nationwide Building Society initially indicated it would accept a mortgage application from them, but when they did apply, Nationwide changed its mind. Mr A and Mrs I said they wanted to know why. What happened Whilst this complaint is... (3 pages)View decision -
Decision Reference DRN-4585130
5 Mar 2024 esure Insurance Limited UpheldInsuranceDRN-4585130 The complaint Mr B complains about the increase in premium for his motor insurance policy with esure Insurance Limited (esure). References to esure in this decision include their agents. What happened In July 2023 Mr B’s motor insurance policy with esure renewed automatically.... (3 pages)View decision -
Decision Reference DRN-4374555
5 Mar 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4374555 The complaint Mr W complains that American Express Services Europe Limited won’t refund to him the money that he paid under a holiday accommodation contract. What happened Mr W entered into a holiday accommodation contract in November 2018 for four weeks of holiday accommodatio... (4 pages)View decision -
Decision Reference DRN-4572354
5 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4572354 The complaint Mr W complains that Monzo Bank Ltd let him gamble recklessly again and again and at least twice turned off the block he’d requested on gambling transactions when Monzo knew he had a gambling problem. He said he’s had no support from Monzo. What happened Mr W has s... (3 pages)View decision -
Decision Reference DRN-4663320
5 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4663320 The complaint Ms N trading as S complains about the way that Santander UK Plc handled an international money transfer from her business account. What happened In October 2023, Ms N asked Santander to transfer money to a beneficiary’s account overseas. Santander transferred the ... (2 pages)View decision -
Decision Reference DRN-4465769
5 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4465769 The complaint F complains that Barclays Bank UK PLC unfairly withdrew its overdraft facility and later closed its accounts. What happened F had a business current account with associated overdraft of £20,000. During 2021 and 2022 F’s business account balance was in an unauthori... (4 pages)View decision -
Decision Reference DRN-4662060
5 Mar 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-4662060 The complaint Mr G has complained about the way The National Farmers’ Union Mutual Insurance Society Limited (“NFU”) has administered his home insurance policy. What happened As the circumstances of this complaint aren’t in dispute, I’ll summarise what’s happened. In 2019, Mr ... (3 pages)View decision -
Decision Reference DRN-4663405
5 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4663405 The complaint Mr L complains that Barclays Bank UK PLC unfairly blocked his card on more than one occasion, and they provided him with poor customer service. Mr L is represented by his mother in bringing this complaint. But for ease of reading, I’ll refer to any submission and ... (5 pages)View decision -
Decision Reference DRN-4521220
5 Mar 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4521220 The complaint Mrs O and Mr P own and let a property, insured with Liverpool Victoria Insurance Company Limited. They have complained about LV because it declined their claim for loss of rent. Mr P has mainly dealt with the claim and complaint. For ease of reading, in the main b... (2 pages)View decision
