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 354447 results
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Decision Reference DRN-4948653
16 Dec 2024 esure Insurance Limited Not upheldInsuranceDRN-4948653 The complaint Ms B complains about how esure Insurance Limited handled her home insurance claim. What happened Ms B had an esure home insurance policy. In December 2022, a major water leak caused significant damage to her home. She made a claim on her insurance for the damag... (4 pages)View decision -
Decision Reference DRN-4922164
16 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4922164 The complaint Mrs R complained because National Westminster Bank Plc (NatWest) refused to refund her for transactions she said she didn’t authorise. What happened On 15 April 2024, Mrs R contacted NatWest. She said she hadn’t authorised two mobile banking payments which had... (3 pages)View decision -
Decision Reference DRN-4893292
16 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4893292 The complaint Mr D has complained Monzo Bank Ltd did nothing to intervene and stop payments he made which turned out to be part of a cryptocurrency investment scam. What happened In 2023 Mr D was approached out of the blue and presented with investment opportunities. Someone... (3 pages)View decision -
Decision Reference DRN-5204467
16 Dec 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5204467 The complaint Mr B and Miss F’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (15 pages)View decision -
Decision Reference DRN-5200340
16 Dec 2024 Aviva Insurance Limited UpheldInsuranceDRN-5200340 The complaint A limited company, which I will refer to as W, complains about the decision of Aviva Insurance Limited to decline its commercial motor insurance claim. What happened The following is intended only as a brief summary. Additionally, for the sake of simplicity, I ... (2 pages)View decision -
Decision Reference DRN-5214564
16 Dec 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5214564 The complaint Mr B complains about how Santander UK Plc handled chargeback requests he made. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with minimum form... (7 pages)View decision -
Decision Reference DRN-5187153
16 Dec 2024 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5187153 The complaint Mrs B is unhappy that a car supplied to her under a hire purchase agreement with Toyota Financial Services (UK) PLC (‘TFS’) was misrepresented to her, and she is unhappy that certain aspects of the hire purchase agreement were misrepresented to her. When I ref... (6 pages)View decision -
Decision Reference DRN-5200512
16 Dec 2024 IFG Pensions Limited UpheldPensions and AnnuitiesDRN-5200512 The complaint Mr C complains that IFG Pension Services Limited (‘IFG’) – formerly Sovereign Pension Services (UK) Limited and MW Pensions Limited, but I’ll refer to IFG for ease of reference – shouldn’t have allowed him to invest in its Self-Invested Personal Pension (‘SIPP’... (41 pages)View decision -
Decision Reference DRN-5209316
16 Dec 2024 National Westminster Bank Plc UpheldMortgagesDRN-5209316 The complaint Mrs M complains that National Westminster Bank Plc gave her information about how her jointly held mortgage could be moved into her sole name. She said she relied on this, then had to pay a large Early Repayment Charge when the advice turned out to be wrong. Wh... (5 pages)View decision -
Decision Reference DRN-5191574
16 Dec 2024 Barclays Bank UK PLC UpheldMortgagesDRN-5191574 The complaint Ms W’s complaint is against Barclays Bank UK PLC and is in relation to her mortgage account. Ms A says that, when the mortgage term expired, Barclays offered her a new interest rate of 4%, but later reneged on this and moved her mortgage onto Standard Variable ... (5 pages)View decision
