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-5072719
16 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5072719 The complaint Mr G complains about how information relating to a refund was presented online by Monzo Bank Ltd. What happened Mr G holds a premium personal account with Monzo. On 3 March 2024, while abroad, he rented a car using a company that I’ll refer to as “H” in this d... (5 pages)View decision -
Decision Reference DRN-4839612
16 Dec 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4839612 The complaint Mr H complains about the quality of a car he acquired through a hire purchase agreement with MotoNovo Finance Limited (‘MotoNovo’). He says the car has broken down relatively quickly and so is not of satisfactory quality. And it may not be as described due to i... (4 pages)View decision -
Decision Reference DRN-5213498
16 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5213498 The complaint A limited company, which I’ll refer to as ‘B’, is unhappy that HSBC UK Bank Plc wouldn’t transfer a payment that was made to its Bounce Back Loan (“BBL”) in error to its business current account, and with the service it received from HSBC surrounding that. B’s... (4 pages)View decision -
Decision Reference DRN-5157202
16 Dec 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5157202 The complaint Mrs S complains that BMW Financial Services (GB) Limited (‘BMWFS’), trading as MINI Financial Services, put her account in significant overdraft when they debited a large payment in error. What happened In December 2023 Mrs S entered into a hire purchase agreem... (3 pages)View decision -
Decision Reference DRN-5169175
16 Dec 2024 Barclays Bank UK PLC Not upheldInsuranceDRN-5169175 The complaint Mrs B complains that Barclays Bank UK Plc mis-sold her two life insurance policies. Mrs B is represented but I’ll refer to all submission as being made by her. What happened Mrs B took out two life insurance policies at the time she purchased a property in 199... (2 pages)View decision -
Decision Reference DRN-5190866
16 Dec 2024 Pinnacle Insurance Plc Not upheldInsuranceDRN-5190866 The complaint Mr H complains that Pinnacle Insurance Plc rejected a claim on his pet insurance policy and added exclusions to the policy that made it worthless. What happened Mr H took out an insurance policy for his dog in July 2023. As part of the online process, he was as... (3 pages)View decision -
Decision Reference DRN-5038691
16 Dec 2024 Western Provident Association Limited Not upheldInsuranceDRN-5038691 The complaint Mr C complains Western Provident Association Limited (WPA) has acted unfairly in changing its policy terms and saying it will no longer cover certain claims. Mr C brings the complaint on behalf of himself and his wife. For ease, my references will all be to Mr ... (5 pages)View decision -
Decision Reference DRN-5165457
16 Dec 2024 Bank of Scotland Plc Not upheldMortgagesDRN-5165457 The complaint Mr and Mrs K’s complaint relates to a charge Bank of Scotland plc trading as Halifax placed on their property title when they had a secured loan with it. What happened Mr and Mrs K took out a secured loan for home improvements with Halifax in 2002. The loan was... (2 pages)View decision -
Decision Reference DRN-5135045
16 Dec 2024 Santander UK Plc Not upheldMortgagesDRN-5135045 The complaint Mr S and Miss H’s complaint is about a joint mortgage they have with Santander UK Plc. They have complained because, in October 2023, Mr S was given incorrect information when he asked for assistance due to an upcoming change in his financial situation. This wa... (4 pages)View decision -
Decision Reference DRN-5204473
16 Dec 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5204473 The complaint Mr W has complained about the poor service he received from his insurer Admiral Insurance (Gibraltar) Limited. Mr W made a claim for water damage under a home buildings insurance policy he shares with Mrs W. Any reference to the insurer Admiral in my decision i... (2 pages)View decision
