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 364766 results
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Decision Reference DRN-4675205
18 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4675205 The complaint Miss B complains that Lloyds Bank PLC won’t refund over £58,000 she says she paid to a rogue builder that scammed her. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief summary, Miss B bel... (3 pages)View decision -
Decision Reference DRN-4469458
18 Mar 2024 Equifinance Limited UpheldMortgagesDRN-4469458 The complaint Miss C and Mr T complain that Equifinance Limited irresponsibly lent them a second charge mortgage (secured loan) which was unaffordable for them. What happened Miss C and Mr T took out a secured loan with Equifinance in 2017. They borrowed £20,000 plus around £3,... (3 pages)View decision -
Decision Reference DRN-4283271
18 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4283271 The complaint Mr S complains Santander UK Plc didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr S has a current account and a debit card with Santander and says he has been a customer Santander customer for over 30 years. Mr S says he w... (5 pages)View decision -
Decision Reference DRN-4685289
18 Mar 2024 AWP P&C S.A. UpheldInsuranceDRN-4685289 The complaint Mr P, Mrs P, Miss P and Mr B complain that AWP P&C SA hasn’t paid a cancellation claim they made under their travel insurance policies. What happened This decision covers a complaint about two single trip travel insurance policies that were both bought on 15 J... (3 pages)View decision -
Decision Reference DRN-4569502
18 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4569502 The complaint Ms R complains about difficulties and delays she encountered with Monzo Bank Ltd (Monzo) when trying to cancel a direct debit. What happened In November 2022, Ms R joined a gym which I will call A and set up a monthly direct debit to pay for the membership. Soon a... (3 pages)View decision -
Decision Reference DRN-4690675
18 Mar 2024 Ocaso SA, Compania de Seguros y Reaseguros UpheldInsuranceDRN-4690675 The complaint Mrs S complains about Ocaso SA, Compania de Seguros y Reaseguros’ (“Ocaso”) handling of her claim under her home insurance policy. Mrs S’ complaint has been brought by a representative who I’ll refer to as company K. What happened The background to this complaint ... (5 pages)View decision -
Decision Reference DRN-4478272
18 Mar 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4478272 The complaint Mr E complains on behalf of the estate of his late sister Ms E. He complains that Barclays Bank UK PLC wouldn’t accept payments to Ms E’s mortgage from him, tried to take payments from Ms E’s bank account, and took legal action to repossess the property. What happ... (4 pages)View decision -
Decision Reference DRN-4641359
18 Mar 2024 HDI Global Specialty SE UpheldInsuranceDRN-4641359 The complaint Miss K complains about HDI Global Speciality SE’s (“HDI”) decision to settle only part of a claim made under her pet insurance policy. Any reference to HDI includes the actions of its agents. What happened The circumstances of this complaint are well known to both... (4 pages)View decision -
Decision Reference DRN-4655654
18 Mar 2024 One Insurance Limited UpheldInsuranceDRN-4655654 The complaint Mr and Mrs A complain that One Insurance Limited (“One”) is responsible for mishandling a claim on her motor insurance policy. What happened Mr and Mrs A had a 2018 car. For the year from mid-February 2021, she insured it on a comprehensive policy with One. The po... (3 pages)View decision -
Decision Reference DRN-4269286
18 Mar 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-4269286 The complaint Miss D complains that ReAssure Limited unreasonably delayed the transfer of her pension. She says she lost out on opportunities to invest as a result. What happened Miss D held a personal pension with ReAssure. She contacted it about transferring her pension to a ... (5 pages)View decision
