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-5128193
16 Dec 2024 Vitality Health Limited Not upheldInsuranceDRN-5128193 The complaint Mr A is unhappy with Vitality Health Limited’s decision not to pay his claim in full. What happened Mr A had private medical insurance with Vitality. He began suffering with hip and leg pain and so, called Vitality to make a claim. Mr A said he visited a consul... (2 pages)View decision -
Decision Reference DRN-5213859
16 Dec 2024 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5213859 The complaint Mr and Mrs C complain about Aviva Life & Pensions UK Limited’s handling of a withdrawal request on their whole of life policy. What happened At the start of June 2023, Mr and Mrs C contacted Aviva to ask about taking a withdrawal of £10,000, and also maint... (3 pages)View decision -
Decision Reference DRN-5150189
16 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5150189 The complaint Mr C complains Monzo Bank Limited (Monzo) closed his bank account without reasonable notice nor any reason. What happened Mr C says without prior warning he was notified by Monzo it was closing his bank account with immediate effect. Mr C says he has been a cus... (2 pages)View decision -
Decision Reference DRN-5213951
16 Dec 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5213951 The complaint Mr T has complained that Moneybarn No. 1 Limited acted irresponsibly when it provided him with a finance agreement in March 2022. Background Mr T approved for a finance agreement with Moneybarn in March 2022. The agreement was for £15,000 over 60 months and Mr ... (3 pages)View decision -
Decision Reference DRN-5213958
16 Dec 2024 Bank of Ireland (UK) Plc UpheldConsumer CreditDRN-5213958 The complaint Ms P complains Bank of Ireland (UK) Plc (BOI) haven’t been able to provide clear calculations relating to an interest rebate when asking for a settlement figure for her personal loan. What happened I issued a provisional decision setting out what’d happened, a... (4 pages)View decision -
Decision Reference DRN-5210086
16 Dec 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5210086 The complaint Mr P’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 him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (9 pages)View decision -
Decision Reference DRN-5175825
16 Dec 2024 Barclays Bank UK PLC UpheldMortgagesDRN-5175825 The complaint Mr and Mrs M have brought this complaint in their capacity as Administrators of the estate of the late Mr JM and is about the late Mr JM’s mortgage account with Barclays Bank UK PLC. Mr and Mrs M say that Barclays failed to provide them with information to enab... (3 pages)View decision -
Decision Reference DRN-4670968
16 Dec 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4670968 The complaint Mr K complains that TSB Bank plc hasn’t protected him from losing money he paid to one of its customers as a result of fraud. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr ... (2 pages)View decision -
Decision Reference DRN-5213917
16 Dec 2024 TRANSUNION INTERNATIONAL UK LIMITED Not upheldConsumer CreditDRN-5213917 The complaint Mrs H complains TransUnion International UK Limited (TU) allowed a search on her credit file for a fraudulent application. Mr H has supported Mrs H in bringing this complaint, but I’ve just referred to her in this decision for simplicity. What happened I issu... (3 pages)View decision -
Decision Reference DRN-5211893
16 Dec 2024 Mortgage Express Not upheldMortgagesDRN-5211893 The complaint Mr and Mrs E have complained about two buy to let (“BTL”) mortgages they took out with Mortgage Express. What happened Mr and Mrs E applied for these two mortgages through two separate mortgage brokers. The mortgage offer for the first property, which I will re... (4 pages)View decision
