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 342371 results
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Decision Reference DRN-4904201
16 Jul 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4904201 The complaint A sole trader, who I’ll call Mr H, complains that Lloyds Bank PLC lent him money he could not afford in the form of a business overdraft and a bounce back loan (“BBL”). What happened Mr H was a personal customer of Lloyds. In May 2019, he opened a business bank... (5 pages)View decision -
Decision Reference DRN-4769259
16 Jul 2024 esure Insurance Limited UpheldInsuranceDRN-4769259 The complaint Mrs I complains about delays and poor service from esure Insurance Limited (esure) when arranging repairs to her car, under her motor insurance policy. What happened Mrs I’s car was stolen in May 2023. It was recovered the same day by the police but had been da... (4 pages)View decision -
Decision Reference DRN-4503105
16 Jul 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4503105 The complaint Mr and Mrs C complain about delays by AXA Insurance UK Plc dealing with a subsidence claim on their buildings insurance policy. What happened Mr and Mrs C have buildings insurance for their home with AXA. It’s a joint policy but Mr C has dealt with most of the ... (3 pages)View decision -
Decision Reference DRN-4857961
16 Jul 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4857961 The complaint Mr L complains that Moneybarn No.1 Limited (Moneybarn) irresponsibly granted him a conditional sale agreement that he couldn’t afford to repay. What happened In May 2021 Mr L acquired a vehicle financed by a conditional sale agreement from Moneybarn. Mr L was ... (4 pages)View decision -
Decision Reference DRN-4911306
16 Jul 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4911306 The complaint Mrs O has complained Barclays Bank UK PLC lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2020 Mrs O was told by Barclays that they were closing her account. They also lodged a fraud-related marker on her recor... (3 pages)View decision -
Decision Reference DRN-4911136
16 Jul 2024 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-4911136 The complaint Mr and Mrs G complain that Accelerant Insurance Europe SA/NV (Accelerant) has sought to reduce settlement of a claim made under their landlord’s building insurance policy. Where I’ve referred to Accelerant, this also includes any communication or action by age... (6 pages)View decision -
Decision Reference DRN-4542056
16 Jul 2024 Moneybarn Limited Not upheldConsumer CreditDRN-4542056 The complaint Mr F complains that the car he acquired financed by a conditional sale agreement with Moneybarn Limited wasn’t of satisfactory quality. What happened Mr F acquired a car in April 2023 financed through a conditional sale agreement with Moneybarn. He started to e... (2 pages)View decision -
Decision Reference DRN-4908459
16 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4908459 The complaint Mr T complains that Monzo Bank Ltd (“Monzo”) won’t refund the money he lost as a result of an investment scam. What happened The background to this complaint is known to both parties, so I won’t repeat all the details here. In summary, Mr T transferred a total ... (3 pages)View decision -
Decision Reference DRN-4911154
16 Jul 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4911154 The complaint Mr P1 and Mr P2 are unhappy that Lloyds Bank PLC wouldn’t remove them from a Bounce Back Loan (“BBL”) so that they were no longer considered liable for the loan. What happened Mr P1 and Mr P2 were signatories on a Lloyds business account along with one other pe... (3 pages)View decision -
Decision Reference DRN-4871500
16 Jul 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4871500 The complaint Miss F is complaining about Nationwide Building Society because she thinks it should write off the overdrawn balance on her bank account due to her financial hardship. She also says the charges applied to the overdraft don’t reflect the true cost of the borrowi... (3 pages)View decision