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-4876231
28 Jun 2024 HSBC UK Bank Plc UpheldMortgagesDRN-4876231 The complaint Mr and Mrs B complain about what happened when they applied to HSBC UK Bank Plc trading as first direct (“fd”) for a mortgage. They said fd withdrew their offer, and they thought this happened because rates had risen significantly. What happened In early 2023 Mr a... (7 pages)View decision -
Decision Reference DRN-4843805
28 Jun 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4843805 Complaint Miss A has complained about the quality of a car that Zopa Bank Limited (“Zopa”) supplied to her through a hire-purchase agreement. Background Miss A’s agreement In August 2023, Zopa provided Miss A with finance for a used car. The cash price of the vehicle was £8,600... (8 pages)View decision -
Decision Reference DRN-4747346
28 Jun 2024 Acromas Insurance Company Limited Not upheldInsuranceDRN-4747346 The complaint Mr W complains about how his insurer, Acromas Insurance Company Limited (Acromas), handled a breakdown under his roadside assistance policy. References to Acromas in this decision include their agents. This decision relates to Acromas as the insurer of the Europea... (3 pages)View decision -
Decision Reference DRN-4824112
28 Jun 2024 esure Insurance Limited UpheldInsuranceDRN-4824112 The complaint Mr L complains about esure Insurance Limited’s handling of and decision on his motor insurance claim. What happened The following is intended only as a brief summary of events. Mr L has a motor insurance policy underwritten by esure. After being involved in an acc... (3 pages)View decision -
Decision Reference DRN-4831816
28 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4831816 The complaint Mr K complains Santander UK Plc did not raise a Data Subject Access Request (DSAR) for him. What happened Mr K says that he raised a DSAR with Santander, but they did not raise this for him, despite him trying to get this for several months. He says he has been se... (4 pages)View decision -
Decision Reference DRN-4873435
28 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4873435 The complaint Mr L complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. Mr L is being represented by a third party. To keep things simple, I will refer to Mr L throughout my decision. What happened Mr L came across an adver... (3 pages)View decision -
Decision Reference DRN-4820575
28 Jun 2024 RAC Financial Services Ltd Not upheldInsuranceDRN-4820575 The complaint Mr A is unhappy RAC Financial Services Ltd (“RAC”) renewed his roadside assistance policy in error. What happened The circumstances of this complaint are well known to both parties, so I’ve summarised events. Mr A had a roadside assistance policy which was adminis... (2 pages)View decision -
Decision Reference DRN-4739598
28 Jun 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4739598 The complaint Mrs B complains about how Haven Insurance Company Limited (Haven) dealt with a claim under her home contents insurance policy for loss of jewellery. Haven use agents to administer the policy and to assess claims. References to Haven include these agents. Mrs B was... (5 pages)View decision -
Decision Reference DRN-4879141
28 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4879141 The complaint M, a limited company, complains that Santander UK Plc (‘Santander’) blocked its business account for three weeks which impacted its ability to trade and cost it at least £5,000. M’s complaint was brought to us by its director, Mr S. What happened M has had a busin... (3 pages)View decision -
Decision Reference DRN-4746271
28 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4746271 The complaint Mr P is unhappy that NewDay Ltd (“NewDay”) won’t increase his credit limit. What happened Mr P has a credit card with NewDay; his credit limit is £300 and NewDay have refused to increase it. Mr P is frustrated and concerned about that decision. He’s explained that... (2 pages)View decision
