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 360982 results
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Decision Reference DRN-5158519
8 Jan 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5158519 The complaint Mr B and Mrs B are unhappy AXA Insurance UK Plc (AXA) declined a claim made under their buildings insurance policy for subsidence and retrospectively added an endorsement. Any references to AXA include their agents. What happened Mr B and Mrs B purchased thei... (3 pages)View decision -
Decision Reference DRN-4975706
8 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4975706 The complaint Ms Z complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost when she fell victim to a scam. What happened Ms Z says that in March 2023 she met a man on a dating site who said that he could help her to earn money by investing in cryptocurrency.... (5 pages)View decision -
Decision Reference DRN-4993986
8 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4993986 The complaint Mrs M complains that National Westminster Bank Plc is holding her personally liable for a bounce back loan (“BBL”) that she did not apply for. What happened Mrs M had been a NatWest customer for more than a decade, holding both personal and business accounts. T... (6 pages)View decision -
Decision Reference DRN-5247041
8 Jan 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5247041 The complaint Mr B has complained that AXA Insurance UK Plc unreasonably and unfairly cancelled his policy as if it never existed following his claim as a result of an accident. This was due to the fact it believed his car was modified and that he had an unspent non-motoring... (4 pages)View decision -
Decision Reference DRN-5207749
8 Jan 2025 Santander UK Plc UpheldMortgagesDRN-5207749 The complaint Mr and Mrs J’s complaint is that they were wrongly charged an early repayment charge (ERC) by Santander UK Plc when they redeemed their mortgage in 2018 and ported the interest rate product onto a new mortgage. Although Santander has now reimbursed part of the ... (3 pages)View decision -
Decision Reference DRN-5177778
8 Jan 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5177778 The complaint Miss M complains that Assurant General Insurance Limited has treated her unfairly in connection with a mobile phone insurance policy. What happened Miss M had a mobile phone covered under an insurance policy with Assurant. Any claim on the policy was subject t... (3 pages)View decision -
Decision Reference DRN-5245008
8 Jan 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5245008 The complaint Mrs G complains that Casualty & General Insurance Company (Europe) Ltd (“C&G”) unfairly declined a claim under her pet insurance policy and added exclusions retrospectively. Where I refer to C&G, this includes the actions of its agents and claims h... (5 pages)View decision -
Decision Reference DRN-5246813
8 Jan 2025 Vida Bank Limited Not upheldMortgagesDRN-5246813 The complaint This complaint is about a buy-to-let (BTL) mortgage held with Vida Bank Limited trading as Vida Homeloans by a limited company I’ll call Z. Z’s current directors are Mrs V and Mr S; our dealing have been with Mr U, a third party authorised to act for Z in its d... (3 pages)View decision -
Decision Reference DRN-5246784
8 Jan 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5246784 The complaint Mr S and Mrs S complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happ... (14 pages)View decision -
Decision Reference DRN-5150238
8 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5150238 The complaint Mr B complains that Lloyds Bank PLC (Lloyds) allowed him to make gambling payments. What happened Mr B was a heavy gambler – by his own admission. He says he made payments from his Lloyds account totalling £6,000. He says these should not have been allowed as h... (2 pages)View decision
