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-4816048
24 Oct 2024 Bank of Ireland (UK) Plc Not upheldConsumer CreditDRN-4816048 The complaint Mr M complains about Bank of Ireland (UK) Plc (BOI) after he applied for a personal loan. Mr M says BOI’s subsequent actions have caused him inconvenience, stress and impacted him financially. What happened In January 2022, Mr M used BOI’s website service to ap... (2 pages)View decision -
Decision Reference DRN-5097603
24 Oct 2024 esure Insurance Limited UpheldInsuranceDRN-5097603 The complaint Mrs M complains about how esure Insurance Limited (“esure”) handled a claim under her car insurance policy. What happened Mrs M had a motor insurance policy with esure covering her car. Her car suffered damage in late October 2023 when a third party collided wi... (4 pages)View decision -
Decision Reference DRN-5101622
24 Oct 2024 Lendable Ltd UpheldConsumer CreditDRN-5101622 The complaint Miss M complains that Lendable Ltd irresponsibly lent to her. What happened Lendable provided Miss M with a single loan in April 2021. The loan was for £5,000 with an APR of 46.88%. The loan was due to be repaid through 47 monthly repayments of £207.33, followe... (6 pages)View decision -
Decision Reference DRN-4813802
24 Oct 2024 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-4813802 The complaint Mrs and Mr W complain that Fortegra Europe Insurance Company Ltd has unfairly declined a claim made on their warranty insurance. What happened Mrs and Mr W called out a roadside assistance company to their vehicle in early November 2023 after the car was not st... (3 pages)View decision -
Decision Reference DRN-4896598
24 Oct 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4896598 The complaint Mr H complains that National Westminster Bank Plc won’t refund the money he lost when he was the victim of a scam. What happened In September 2023, Mr H met a woman on a dating website. They started talking and their relationship developed to the point where t... (3 pages)View decision -
Decision Reference DRN-5101272
24 Oct 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5101272 The complaint Ms C complains that Bank of Scotland plc trading as Halifax didn’t provide the service it should have when she transferred funds from her individual savings account (ISA). Ms C is represented by a family member (Mr C) who has power of attorney over Ms C’s finan... (5 pages)View decision -
Decision Reference DRN-5056228
24 Oct 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5056228 The complaint Ms G complains that Royal & Sun Alliance Insurance Limited (RSA) has treated her unfairly when dealing with a claim made on her buildings insurance policy. What happened The background to this complaint is well known to both sides, so I’ll focus on what I t... (5 pages)View decision -
Decision Reference DRN-4946387
24 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4946387 The complaint Mr H complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of a scam. What happened In September 2023, Mr H met a woman on a dating website. They started talking and their relationship developed to the point where they were talk... (3 pages)View decision -
Decision Reference DRN-5003979
24 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5003979 The complaint Mr H complains that Monzo Bank Ltd didn’t do enough to prevent the loss he suffered when he was the victim of a scam. What happened The detailed background to this complaint is well known to both parties, so I’ll only provide a brief overview of some of the ke... (4 pages)View decision -
Decision Reference DRN-4896612
24 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4896612 The complaint Mr H complains that Revolut Ltd won’t refund the money he lost when he was the victim of a scam. What happened In September 2023, Mr H met a woman on a dating website. They started talking and their relationship developed to the point where they were talking m... (4 pages)View decision
