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 370903 results
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Decision Reference DRN-4895258
25 Jul 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4895258 The complaint Mrs H complains Metro Bank PLC won’t refund the money she lost when she fell victim to a scam. What happened Mrs H was looking for work when she was contacted via a messaging app about a job opportunity. This involved completing tasks on a website/online platfo... (3 pages)View decision -
Decision Reference DRN-4909391
25 Jul 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4909391 The complaint Mrs S has complained that AXA Insurance UK Plc unfairly declined a claim under her home insurance policy for storm damage to her roof and/or velux window. She’s also unhappy about the way it handled her claim. What happened In November 2023 Mrs S made a claim ... (2 pages)View decision -
Decision Reference DRN-4830782
25 Jul 2024 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4830782 The complaint Mrs B complains that J.P. Morgan Europe Limited, trading as Chase, won’t refund the money she lost when she fell victim to an investment scam. Mrs B is being represented by a claims management company in this complaint. What happened The details of what happe... (4 pages)View decision -
Decision Reference DRN-4930060
25 Jul 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4930060 The complaint Mr L has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims he’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credi... (4 pages)View decision -
Decision Reference DRN-4629864
25 Jul 2024 Shawbrook Bank Limited Not upheldBanking and PaymentsDRN-4629864 The complaint Mrs M complains about the delay she encountered when transferring a cash ISA account from Shawbrook Bank Limited (Shawbrook) to another provider whom I’ll call X. Mrs M is represented by a third party although I will simply refer to her in my decision. What hap... (3 pages)View decision -
Decision Reference DRN-4716907
25 Jul 2024 PayrNet Limited UpheldBanking and PaymentsDRN-4716907 The complaint A company, which I’ll refer to as S, complains that PayrNet Limited won’t refund payments it didn’t make. Mr J, who is a director of S, brings the complaint on S’s behalf. ANNA Money, who J’s account is with, is an agent for PayrNet, who’s ultimately responsib... (3 pages)View decision -
Decision Reference DRN-4661670
25 Jul 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4661670 The complaint Mr W complains about the charges Mitsubishi HC Capital UK PLC, trading as Novuna Vehicle Solutions (“Novuna”), applied when he returned a car at the end of his hire agreement. What happened Mr W entered into a hire agreement with Novuna on 1 December 2018; the... (3 pages)View decision -
Decision Reference DRN-4910411
25 Jul 2024 BUPA Insurance Limited UpheldInsuranceDRN-4910411 The complaint F, a limited company, complains about the way BUPA Insurance Limited administered its group private medical insurance policy. F is represented by Mr B. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summar... (4 pages)View decision -
Decision Reference DRN-4856570
25 Jul 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4856570 The complaint The estate of Mrs B complains about Fairmead Insurance Limited’s handling of their buildings insurance claim. Mr B has brought the complaint on behalf of the estate of Mrs B, so I will refer to him where relevant below. All references to Fairmead also include i... (3 pages)View decision -
Decision Reference DRN-4876486
25 Jul 2024 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4876486 The complaint Mr H complains that Capital One (Europe) plc lent irresponsibly when it approved two credit card applications he made and also increased the credit limit. What happened In September 2017 Mr H applied for a credit card with Capital One. In his application, Mr H... (2 pages)View decision
