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 380824 results
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Decision Reference DRN-5100315
23 Oct 2024 NRAM Limited Not upheldMortgagesDRN-5100315 The complaint Miss J complains that the interest rate on the mortgage she had with NRAM Limited was unfairly high and that she was a ‘mortgage prisoner’, unable to re-mortgage elsewhere. What happened Miss J took out her mortgage with Northern Rock in November 2006. She too... (2 pages)View decision -
Decision Reference DRN-5037729
23 Oct 2024 QBE UK Limited Not upheldInsuranceDRN-5037729 The complaint X’ complaint is about run off cover she’s retained on her QBE UK Limited (‘QBE’) medical indemnity insurance policy. X says QBE have not treated her fairly in the way they’ve priced that cover. What happened In 1999 X took out medical indemnity insurance with Q... (3 pages)View decision -
Decision Reference DRN-5069440
23 Oct 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5069440 The complaint Mr M complains about the actions taken by Lloyds Bank PLC (‘Lloyds’) and the service provided when it blocked an international transfer he wanted to make to an online acquaintance. What happened In July 2024, Mr M instructed Lloyds to send £1,000 to an oversea... (4 pages)View decision -
Decision Reference DRN-5099342
23 Oct 2024 U K Insurance Limited UpheldInsuranceDRN-5099342 The complaint Mrs M and Mr M complain that U K Insurance Limited (“UKI”) mishandled a claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a cabriolet car, first registered in 2008. The car had some optional ex... (7 pages)View decision -
Decision Reference DRN-5021080
23 Oct 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5021080 The complaint Mr B complains that Clydesdale Bank Plc trading as Virgin Money used offensive language when his wife, Mrs B, called on his behalf. What happened Mr B says that his wife, Mrs B, was subject to an unprovoked verbal assault while on a call with Virgin Money. He s... (3 pages)View decision -
Decision Reference DRN-4875621
23 Oct 2024 Ageas Insurance Limited UpheldInsuranceDRN-4875621 The complaint Mr K has complained that Ageas Insurance Limited unfairly and unreasonably refused to pay his claim under his motor policy following an accident. What happened Mr K was involved in an accident, which damaged his car, which was insured by Ageas. On investigating... (3 pages)View decision -
Decision Reference DRN-5037714
23 Oct 2024 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-5037714 The complaint Mr G complains TransUnion International UK Limited incorrectly reported a debt on his credit file. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant elements of this below, and th... (7 pages)View decision -
Decision Reference DRN-5019733
23 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5019733 The complaint Mr S complains that Monzo Bank Ltd won’t reimburse him after he fell victim to a safe account scam. What happened Mr C has explained that he received a phishing email from what he believed was a parcel delivery firm and, as he was expecting a parcel, provided i... (4 pages)View decision -
Decision Reference DRN-4783589
23 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4783589 The complaint Miss J complains that Nationwide Building Society didn’t provide her with the service it should have in response to her disputed transaction request. She wants her payment refunded and the interest removed from her account. What happened Miss J purchased items ... (3 pages)View decision -
Decision Reference DRN-4859447
23 Oct 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4859447 The complaint Miss H is unhappy with the service provided by Fairmead Insurance Limited (Fairmead) following a claim made on her home insurance policy. Fairmead is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed on the... (2 pages)View decision
