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 369228 results
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Decision Reference DRN-4718048
22 Apr 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4718048 The complaint Mrs O and Mr O complain that HSBC UK Bank Plc (HSBC) didn’t credit their reward points. What happened Mrs O and Mr O took part in HSBC’s Premier reward programme and as part of that, wanted to transfer their reward points to their British Airways account. On 19 De... (3 pages)View decision -
Decision Reference DRN-4702610
22 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4702610 The complaint Miss I is unhappy that Santander UK Plc won’t reimburse her for money she lost as a result of a scam. Miss I is being represented by a claims management company but for ease of reading I’ll only refer to Miss I below. What happened In June 2021 Miss I was research... (6 pages)View decision -
Decision Reference DRN-4756449
22 Apr 2024 The Baxendale Insurance Company dac Not upheldInsuranceDRN-4756449 The complaint Ms M complains that The Baxendale Insurance Company dac (Baxendale) only partly settled a claim she made under her transit and storage insurance policy. What happened Ms M purchased a transit and storage insurance policy to cover her contents when being stored and... (4 pages)View decision -
Decision Reference DRN-4755917
22 Apr 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4755917 The complaint Mr K complains about the quality of a car he has been financing through an agreement with MotoNovo Finance Limited (who I’ll call MotoNovo). What happened I issued a provisional decision on this complaint earlier this year. An extract from that provisional decisio... (3 pages)View decision -
Decision Reference DRN-4705302
22 Apr 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4705302 The complaint Mr K complains that National Westminster Bank Plc won’t refund the money he lost after he fell victim to an Authorised Push Payment (APP) scam. What happened Mr K says family members told him about a cryptocurrency investment opportunity. And, after doing some res... (3 pages)View decision -
Decision Reference DRN-4743509
22 Apr 2024 U K Insurance Limited Not upheldInsuranceDRN-4743509 The complaint Mr S complains that U K Insurance Limited (UKI) cancelled his car insurance policy without telling him and he was then stopped by the Police for driving without insurance. What happened Mr S took out a car insurance policy with UKI on 20 September 2023 to start on... (4 pages)View decision -
Decision Reference DRN-4746321
22 Apr 2024 Astrenska Insurance Limited UpheldInsuranceDRN-4746321 The complaint Mrs C and Mr H have complained that Astrenska Insurance Limited declined a claim they made on a travel insurance policy. As it is Mrs C leading on making the complaint, I’ll mostly just refer to her in this decision. What happened In January 2023 Mrs C, Mr H and t... (2 pages)View decision -
Decision Reference DRN-4454783
22 Apr 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4454783 The complaint Mrs B complains about a vehicle she acquired with finance provided by MotoNovo Finance Limited. What happened In April 2022, Mrs B entered into a regulated hire purchase agreement with MotoNovo in relation to a used vehicle. The vehicle was three years old, and ha... (2 pages)View decision -
Decision Reference DRN-4755647
22 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4755647 The complaint Mr P complains Monzo Bank Ltd (“Monzo”) restricted and closed his account. And that it unfairly registered a fraud marker against him, and his overdraft debt should be written off. Mr P says this has caused him substantive distress, inconvenience, and the loss of ... (4 pages)View decision -
Decision Reference DRN-4675131
22 Apr 2024 National Savings and Investments Not upheldBanking and PaymentsDRN-4675131 The complaint Mrs G, the representative of the estate of the late Mr O, complains that National Savings and Investments (NS&I) has not identified an account in the late Mr O’s name and won’t refund the £50 investment and the accrued interest. What happened Mrs G said that t... (3 pages)View decision
