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 368546 results
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Decision Reference DRN-5318875
20 Feb 2025 Saga Services Limited Not upheldInsuranceDRN-5318875 The complaint Mr W complains about how Saga Services Limited (Saga) failed to assist him with a claim he made on his motor insurance policy. What happened Mr W held a motor insurance policy arranged by Saga; the policy was underwitted by an insurer I’ll call X. When a named ... (2 pages)View decision -
Decision Reference DRN-5288866
20 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5288866 The complaint Mr C has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. This caused him considerable distress and he’s now looking for what he deems reasonable compensation. What happened In February 2021 Mr C was to... (2 pages)View decision -
Decision Reference DRN-4926431
20 Feb 2025 Bank of Scotland Plc Not upheldInsuranceDRN-4926431 The complaint Mrs H complains Bank of Scotland plc trading as Halifax (‘Halifax’) gave her unsuitable advice when making an investment recommendation to her. What happened Mrs H first met Halifax in November 2008 following an invite to discuss her financial needs. In that m... (7 pages)View decision -
Decision Reference DRN-5066733
20 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5066733 The complaint Mr W, who is represented by Ms L, complains that Bank of Scotland plc (‘BoS’) failed to uphold his claim under Section 75 of the Consumer Credit Act 1994 in respect of a holiday. What happened Mr W booked a holiday some years ago at a cost of £500 which was aff... (2 pages)View decision -
Decision Reference DRN-5331603
20 Feb 2025 Metro Bank PLC Not upheldMortgagesDRN-5331603 The complaint Miss C’s complaint is that Metro Bank PLC unfairly charged her a £130 valuation fee on her buy-to-let (BTL) mortgage application. Miss C also says Metro sent correspondence to the address of a house she was buying, which I will refer to here as 131 OSP. Miss C... (3 pages)View decision -
Decision Reference DRN-5209829
20 Feb 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5209829 The complaint Mr A’s complaint relates to a mortgage he has with Barclays Bank UK PLC. He doesn’t feel that he has been adequately supported given his personal circumstances and vulnerabilities. In particular, Mr A is unhappy with the information Barclays is reporting to cre... (4 pages)View decision -
Decision Reference DRN-4628799
20 Feb 2025 eToro (UK) Ltd Not upheldInvestmentsDRN-4628799 The complaint Mr M has complained that after he lost his phone eToro (UK) Limited didn’t prevent a third party accessing his account, liquidating his positions, and transferring the proceeds. He would like his lost funds returned to him. What happened When attending a conce... (4 pages)View decision -
Decision Reference DRN-5342751
20 Feb 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5342751 The complaint Mr S complains that Mitsubishi HC Capital UK PLC was irresponsible in lending him two loans, because it didn’t carry out proportionate affordability checks. What happened Mr S took out a loan with Mitsubishi HC Capital UK PLC, trading as Hitachi Personal Finan... (3 pages)View decision -
Decision Reference DRN-5015015
20 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5015015 The complaint Miss H complains that Santander UK Plc mishandled her request for a chargeback in respect of money paid out for damaged goods. What happened On 5 July 2023 Miss H ordered an item at a cost of £129.95 using her Santander credit card. When the item arrived it was... (3 pages)View decision -
Decision Reference DRN-5272254
20 Feb 2025 Wakam UpheldInsuranceDRN-5272254 The complaint Mrs P complains that Wakam unfairly declined a claim under her pet insurance policy. Where I refer to Wakam, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed background to this complaint... (4 pages)View decision
