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 381196 results
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Decision Reference DRN-4979388
24 Oct 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4979388 The complaint Mr W complains that NewDay Ltd trading as Marbles provided him with poor customer service on multiple occasions. What happened Mr W had previously brought a complaint to our service which was found in his favour. He says since then he’s had a lack of service fr... (4 pages)View decision -
Decision Reference DRN-4873643
24 Oct 2024 One Insurance Limited Not upheldInsuranceDRN-4873643 The complaint Ms N complains about One Insurance Limited’s handling of a motor insurance claim. What happened Ms N held a motor insurance policy with One Insurance. She was involved in a collision with a third party and made a claim. One Insurance agreed to cover the claim a... (4 pages)View decision -
Decision Reference DRN-5103298
24 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5103298 The complaint Mr W has complained that Monzo Bank Limited (“Monzo”) failed to protect him from falling victim to an investment-related scam. What happened I issued my provisional decision on this case earlier this month, which I’ve included an extract of below. In my provis... (4 pages)View decision -
Decision Reference DRN-5087049
24 Oct 2024 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5087049 The complaint Mr L has complained that N.I.I.B Group Limited, trading at Northridge Finance (‘Northridge’), didn’t provide him with correct information when it agreed to a change to his repayments under the finance agreement he had with them. What happened In November 2019 ... (3 pages)View decision -
Decision Reference DRN-5030345
24 Oct 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-5030345 The complaint Mrs K complains that Marshmallow Insurance Limited (Marshmallow) declined her claim and cancelled her motor insurance policy. What happened In November 2022 Mrs K was unfortunately involved in a car accident which she reported to Marshmallow. Whilst reviewing M... (3 pages)View decision -
Decision Reference DRN-4774434
24 Oct 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4774434 The complaint Mr H and Ms H complain about Royal & Sun Alliance Insurance Limited’s (“RSA”) decision to decline a claim they made for a problem with their septic tank. Ms H has been leading on this complaint, so for ease, I’ve referred to her throughout my decision. Any ... (3 pages)View decision -
Decision Reference DRN-4996758
24 Oct 2024 Plata Finance Limited Not upheldConsumer CreditDRN-4996758 The complaint Mr T complains that Plata Finance Limited is reporting his loan on his credit file in a way that is causing him financial harm as it is preventing him from getting other credit. What happened Mr T was provided with a £20,000 loan by Plata Finance on 1 November ... (3 pages)View decision -
Decision Reference DRN-5073824
24 Oct 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5073824 The complaint Miss B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and went on to increase the credit limit. What happened Miss B applied for a credit card with Aqua in May 2020. In her application, Miss B said she... (3 pages)View decision -
Decision Reference DRN-4836735
24 Oct 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4836735 The complaint Mr E says Bank of Scotland plc, trading as Halifax, (”Halifax”) refused to refund him for unauthorised transactions on his account and this caused him further financial loss and distress and inconvenience. What happened I’ve seen evidence that Halifax has now r... (2 pages)View decision -
Decision Reference DRN-5102967
24 Oct 2024 U K Insurance Limited UpheldInsuranceDRN-5102967 The complaint Mr L complains about how U K Insurance Limited trading as Churchill (UKI) has handled a claim on his motor insurance policy resulting in an increase to his insurance premiums. What happened In January 2024 Mr L’s wife (a named driver on his motor insurance poli... (4 pages)View decision
