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 381082 results
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Decision Reference DRN-5095112
13 Nov 2024 Halifax General Insurance Services Limited UpheldInsuranceDRN-5095112 The complaint Mrs L and Mr L complain about how Halifax General Insurance Services Limited (Halifax) responded to their request for details of a previous home insurance policy. Halifax use agents to administer the policy and to assess claims. References to Halifax include t... (4 pages)View decision -
Decision Reference DRN-5139607
13 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5139607 The complaint Miss I complains that Revolut Ltd won’t refund money she lost as a result of an impersonation scam. What happened Miss I fell victim to an impersonation scam. She’s explained she received a call from someone claiming to be from HMRC, who told her about several... (7 pages)View decision -
Decision Reference DRN-5142747
13 Nov 2024 Pepper (UK) Limited UpheldMortgagesDRN-5142747 The complaint Ms J complains that Pepper (UK) Limited trading as Engage Credit has treated her unfairly by sending her information relating to her mortgage in an inaccessible format. This led to Ms J making her standing order payments to the wrong bank account and her paymen... (6 pages)View decision -
Decision Reference DRN-5143620
13 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5143620 The complaint Mr B complains that Barclays Bank UK Plc trading as Barclaycard (“Barclaycard”) collected a payment of £3601.41 twice, leaving him in an overdrawn position without access to money for five days. What happened In early March 2024, Mr B called Barclaycard to pay... (3 pages)View decision -
Decision Reference DRN-5057200
13 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5057200 The complaint Mr and Mrs G, through a representative, complain that Lloyds Bank PLC won’t refund the money they lost to an investment which they say was a scam. What happened Both parties are familiar with the details of the alleged scam so I won’t repeat them here in full. ... (2 pages)View decision -
Decision Reference DRN-5144195
13 Nov 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-5144195 The complaint Mr A complains about the way his motor insurer, Marshmallow Insurance Limited (‘Marshmallow’) dealt with a claim he made on his policy. What happened Mr A made a claim on his motor insurance policy after he was involved in a road traffic accident in February 2... (6 pages)View decision -
Decision Reference DRN-5007143
13 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5007143 The complaint Mr M complains Monzo Bank Ltd registered a fraud marker at Cifas, the national fraud database. He doesn’t think it’s done so fairly. What happened A summary of what happened is below. Mr M held an account with Monzo. On 13 January 2024, the account received a... (3 pages)View decision -
Decision Reference DRN-4947812
13 Nov 2024 Lloyds Bank PLC Not upheldMortgagesDRN-4947812 The complaint Mr C is unhappy that Lloyds Bank PLC recently sent him a letter about arrears despite him no longer being named on the mortgage. What happened Mr C raised a complaint with Lloyds in 2022 about the delays he encountered when he wanted to be removed from a joint ... (3 pages)View decision -
Decision Reference DRN-4955155
13 Nov 2024 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-4955155 The complaint Mr M complains about a decision taken by Stellantis Financial Services UK Limited trading as Vauxhall Finance (“Vauxhall Finance”) to seek payment of £720.00 from him after he took the decision to voluntary terminate his conditional sale agreement (“agreement”)... (6 pages)View decision -
Decision Reference DRN-5057225
13 Nov 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5057225 The complaint Mr and Mrs B complain that Royal & Sun Alliance Insurance Limited (“RSA”) haven’t completed an effective and lasting repair following a claim under their buildings insurance policy. Where I refer to RSA, this includes the actions of its agents and claims h... (4 pages)View decision
