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 364862 results
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Decision Reference DRN-5118669
30 Dec 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5118669 The complaint Mr W complains that National Westminster Bank Plc – trading as Ulster Bank (“Ulster Bank”) won’t refund the money he lost when he fell victim to an investment scam. Mr W’s complaint has been brought by a professional representative but I’ll only refer to Mr W i... (6 pages)View decision -
Decision Reference DRN-5192895
30 Dec 2024 HDI Global Specialty SE UpheldInsuranceDRN-5192895 The complaint Mr S complains about how HDI Global Specialty SE (“HDI”) declined a claim for flood damage and cancelled his home insurance policy. Mr S is represented in his complaint, but for ease I’ll refer to him throughout. What happened Mr S had a home insurance policy w... (3 pages)View decision -
Decision Reference DRN-5189817
30 Dec 2024 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5189817 The complaint Mr B is unhappy about the service provided by Tesco Personal Finance Limited trading as ‘Tesco’ in connection with an ISA* transfer. *Individual Savings Account. What happened Mr B opened a Fixed Rate ISA account with Tesco on 1 June 2023. Tesco received a T... (4 pages)View decision -
Decision Reference DRN-5146042
30 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5146042 The complaint Miss L complains that Monzo Bank Ltd (“Monzo”) failed to refund transactions she didn’t recognise, leading to a reduction in her credit rating. What happened In early January 2024, Miss L noticed three transactions had been made from her Monzo account to a soci... (4 pages)View decision -
Decision Reference DRN-5188878
30 Dec 2024 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5188878 The complaint Mr T complains about how The National Farmers' Union Mutual Insurance Society Limited (NFU) handled his claim made on his motor insurance policy. What happened Mr T told NFU that he had damaged his car and he made a claim. NFU told Mr T to take his car to... (2 pages)View decision -
Decision Reference DRN-4831317
30 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4831317 The complaint Mrs O complains that Lloyds Bank PLC (Lloyds) unfairly closed her account (the Account) What happened There is little dispute between the parties about the core events in this case. As I understand them, they are as follows: In or around January 2023, the Ac... (5 pages)View decision -
Decision Reference DRN-5148275
30 Dec 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5148275 The complaint Ms G has complained about the way AXA Insurance UK Plc handled a claim under her home insurance policy. What happened In September 2022 Ms G bought a house with a view to moving to a different part of the country and a new job. Before she could do that, in Dec... (3 pages)View decision -
Decision Reference DRN-5133137
30 Dec 2024 U K Insurance Limited Not upheldInsuranceDRN-5133137 The complaint N’s complaint is about a claim it made on its U K Insurance Limited trading as NIG (‘UKI’) motor trade policy, which UKI declined. N’s complaint is brought by Mr R, but I shall refer to all submissions as being N’s own for ease of reference. N says UKI treated ... (3 pages)View decision -
Decision Reference DRN-5209047
30 Dec 2024 Acromas Insurance Company Limited Not upheldInsuranceDRN-5209047 The complaint Mr V complains that Acromas Insurance Company Limited (“Acromas”) wouldn’t provide him with a refund when he cancelled his car breakdown assistance cover. What happened Mr V had a breakdown assistance cover with Acromas covering his car. Part of the cover inclu... (2 pages)View decision -
Decision Reference DRN-5127199
30 Dec 2024 Bank of Scotland Plc Not upheldMortgagesDRN-5127199 The complaint Mr S complains about the action that Bank of Scotland plc trading as Halifax (Halifax) has taken to repossess his home. What happened Mr S took out a mortgage with Halifax in June 2017. There were no issues with the mortgage until August 2022, following which a... (7 pages)View decision
