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 359539 results
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Decision Reference DRN-4771426
28 Jun 2024 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-4771426 The complaint Mr E is complaining about the customer service he received from Fortegra Europe Insurance Company Ltd (‘Fortegra’) when he made a claim on his cosmetic damage insurance policy. What happened In November 2023 Mr E contacted Fortegra to claim for some paintwork dama... (2 pages)View decision -
Decision Reference DRN-4679310
28 Jun 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4679310 The complaint Mrs T complained that Santander UK Plc (“Santander”) irresponsibly granted her an overdraft, with the limit then increasing over time, that she couldn’t afford to repay. What happened Mrs T has had overdraft arrangements on her current account from time to time si... (4 pages)View decision -
Decision Reference DRN-4738569
28 Jun 2024 esure Insurance Limited Not upheldInsuranceDRN-4738569 The complaint Mr J is complaining that he couldn’t renew the motor insurance policy that he took out through esure Insurance Limited. What happened In October 2023, Mr J’s motor insurance policy – provided by esure – was due to renew. But due to a technical issue he was unable ... (2 pages)View decision -
Decision Reference DRN-4819751
28 Jun 2024 Bank of Scotland Plc UpheldMortgagesDRN-4819751 The complaint Mr C and Miss J complain about how Bank of Scotland plc trading as Halifax managed their application for a mortgage under its “Family Boost” scheme. What happened Halifax operates a “Family Boost” scheme whereby a relative or relatives can assist a family member w... (4 pages)View decision -
Decision Reference DRN-4877645
28 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4877645 The complaint Mr C is unhappy that Monzo Bank Ltd won’t refund the money he lost after he fell victim to a vehicle purchase scam. What happened Mr C saw a car advertised online. He contacted the seller, who he believed to be a car dealership, and was sent further details about ... (5 pages)View decision -
Decision Reference DRN-4820753
28 Jun 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4820753 The complaint Mr and Mrs D complain about the way Bank of Scotland plc, trading as Halifax (“Halifax”) has managed their mortgage in a time of financial difficulty. What happened Mr and Mrs D have a joint mortgage with Halifax. The mortgage began to fall into arrears in 2018. B... (8 pages)View decision -
Decision Reference DRN-4713016
28 Jun 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4713016 The complaint Mrs D complains that National Savings and Investments (NS&I) hasn’t been able to locate the money from a bond and certificate which she has provided evidence of. What happened Mrs D found a ‘Capital Bonds Customer’s Receipt’ from June 1989 which showed that £1... (2 pages)View decision -
Decision Reference DRN-4880688
28 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4880688 The complaint Mr H complains that Monzo Bank Ltd (‘Monzo) closed his account and didn’t give him a reason why. He wants his account to be reopened. What happened Mr H opened a personal and a business account with Monzo in November 2022. In June 2023 Mr H decided to close his bu... (3 pages)View decision -
Decision Reference DRN-4839734
28 Jun 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4839734 The complaint Mr P complains about HSBC UK Bank Plc. He says that HSBC didn’t do enough to protect him when he became the victim of a scam and would like it to refund him the money he has lost. What happened Mr P says that he had seen cryptocurrency going up in value and receiv... (3 pages)View decision -
Decision Reference DRN-4680171
28 Jun 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4680171 The complaint Mr D complains that National Westminster Bank Plc blocked and then closed his account. He complains too about the way it handled the closure. What happened In January 2023 Mr D received a payment of £325 into his account with NatWest. In October 2023 the payment w... (2 pages)View decision
