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 353101 results
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Decision Reference DRN-4624658
12 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4624658 The complaint Mrs R is unhappy with the service she’s received from Monzo Bank Ltd surrounding a request she made to close her account. What happened Mrs R asked Monzo to close her Monzo account because she had never wanted it and had never used it. Monzo didn’t close her accou... (2 pages)View decision -
Decision Reference DRN-4453433
12 Mar 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4453433 The complaint Mr C complains Moneybarn No.1 Limited (Moneybarn) irresponsibly entered into a conditional sale agreement with him because it didn’t carry out reasonable and proportionate checks to ensure the agreement was affordable for him. What happened Mr C entered into the c... (4 pages)View decision -
Decision Reference DRN-4678759
12 Mar 2024 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4678759 The complaint Mr M is unhappy with a car that’s been supplied to him under a hire purchase agreement with Volkswagen Financial Services (UK) Limited (“Volkswagen”). What happened In November 2022 Mr M signed a hire purchase agreement with Volkswagen. This was for a car that was... (6 pages)View decision -
Decision Reference DRN-4647106
12 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4647106 The complaint A company, which I’ll refer to as L, complains that National Westminster Bank Plc didn’t inform it that the Enterprise Finance Guarantee (EFG) scheme had come to an end in 2020. What happened In August 2018, L took out a ten-year commercial loan for £160,000 from ... (3 pages)View decision -
Decision Reference DRN-4595860
12 Mar 2024 Argentis Financial Planning Ltd Not upheldPensions and AnnuitiesDRN-4595860 The complaint Mr P complains that Argentis Financial Planning Limited didn’t provide the service and advice it should have provided to him about his pension. The value of his pension has fallen significantly as a result. What happened Mr P has a personal pension policy. Argenti... (6 pages)View decision -
Decision Reference DRN-4403614
12 Mar 2024 Newcastle Building Society Not upheldMortgagesDRN-4403614 The complaint Mr M and Mrs P complain that the valuer instructed by Newcastle Building Society failed to identify and comment on problems with the security property. They ask for compensation. What happened Mr M and Mrs P applied to NBS for a mortgage to help finance the purcha... (2 pages)View decision -
Decision Reference DRN-4655580
12 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4655580 The complaint A company, which I’ll refer to as L, complains that National Westminster Bank Plc didn’t inform it that the fixed interest rate period of its loan was coming to an end. What happened In August 2018, L took out a ten-year commercial loan for £160,000 from NatWest. ... (3 pages)View decision -
Decision Reference DRN-4666554
12 Mar 2024 Society of Lloyd's Not upheldInsuranceDRN-4666554 The complaint Mr P’s complaint is about the excess applicable to a claim he made on his Society of Lloyd’s (‘Lloyds’) medical malpractice liability insurance policy. Mr P says Lloyds applied a significantly higher excess to a claim he made than is applicable and as such feels t... (3 pages)View decision -
Decision Reference DRN-4663735
12 Mar 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-4663735 The complaint Mrs H complains about Legal & General Assurance Society Limited’s decision to decline her claim for total and permanent disability (TPD) benefit under her life and critical illness policy. She also complains about poor service and delays in dealing with the cl... (5 pages)View decision -
Decision Reference DRN-4539372
12 Mar 2024 Abbeyfields Services West Midlands Ltd Not upheldInsuranceDRN-4539372 The complaint Mr F is complaining that Abbeyfields Services West Midlands Ltd (‘Abbeyfields’) didn’t make it clear what information he needed to provide when he took out a car insurance policy. What happened In March 2021 Mr F contacted Abbeyfields – a broker – to take out a ca... (3 pages)View decision
