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 366874 results
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Decision Reference DRN-4677723
10 May 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4677723 The complaint Ms Y complains about Nationwide Building Society’s refusal to follow her instructions. What happened The background to this complaint is well known to both parties. So, I won’t repeat everything in detail here. Instead, I’ll set out a summary: In 2021, Ms Y attem... (4 pages)View decision -
Decision Reference DRN-4705797
10 May 2024 Unum Ltd Not upheldInsuranceDRN-4705797 The complaint Mrs R complains that Unum Ltd wrongly informed her that it would review her group income protection insurance claim in May 2024. However, Mrs R’s contractual benefit period ended in October 2023. Mrs R says Unum’s mistake has had an adverse impact on her financial... (4 pages)View decision -
Decision Reference DRN-4789948
10 May 2024 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-4789948 The complaint Mr L complains about how Automobile Association Insurance Services Limited (AA) sold him a breakdown insurance policy online. This decision covers the complaint made by Mr L to AA and included in their final response letter issued in December 2023, that his policy... (4 pages)View decision -
Decision Reference DRN-4762961
10 May 2024 Bamboo Limited Not upheldConsumer CreditDRN-4762961 Complaint Miss Z has complained about a loan Bamboo Limited (“Bamboo”) provided to her. She effectively says that the loan was unaffordable and that Bamboo failed to conduct proportionate checks, so should have done more before providing her with this loan. Background Bamboo pr... (3 pages)View decision -
Decision Reference DRN-4704966
10 May 2024 CROWD PROPERTY LIMITED Not upheldInvestmentsDRN-4704966 The complaint Mr B complains that CROWD PROPERTY LIMITED trading as CrowdProperty (“CP”) has prevented him from transferring loans owned by the limited company that he was director of to his personal account. This has led to him being unable to access his investment. What happe... (4 pages)View decision -
Decision Reference DRN-4720502
10 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4720502 The complaint Mr C’s complaint is about a default that Barclays Bank UK PLC recorded against his name and the problems he’s had paying off the associated balance. What happened Barclays closed Mr C’s accounts in 2020. At the time, Mr C had an outstanding balance that wasn’t pai... (2 pages)View decision -
Decision Reference DRN-4726040
10 May 2024 esure Insurance Limited UpheldInsuranceDRN-4726040 The complaint Mr G complains esure Insurance Limited (esure) didn’t make satisfactory repairs to his car after he made two claims on his motor insurance policy. He also complains about the poor service received. There are several parties and representatives of esure involved th... (3 pages)View decision -
Decision Reference DRN-4734568
10 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4734568 The complaint Mrs K complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened In November 2023, Mrs K was looking for work and received a number of text messages from someone who said they worked for a recruitment company. Th... (6 pages)View decision -
Decision Reference DRN-4485871
10 May 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4485871 The complaint Mr S complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of a scam. What happened In early 2023, Mr S saw an advert on social media offering the chance to make money with loan refunds. He messaged the person who posted the advert ... (2 pages)View decision -
Decision Reference DRN-4790232
10 May 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4790232 The complaint Mr S complains that Nationwide Building Society won’t refund the money he lost when he was the victim of a scam. What happened In early 2023, Mr S saw an advert on social media offering the chance to make money with loan refunds. He messaged the person who posted ... (3 pages)View decision
