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 347829 results
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Decision Reference DRN-5047293
27 Sep 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5047293 The complaint Mr S complains that Nationwide Building Society (Nationwide) loaded a fraud marker against his name and closed his bank account. What happened Mr S had a current account with Nationwide. In December 2023, Mr S received some funds into his current account, which... (3 pages)View decision -
Decision Reference DRN-5049061
27 Sep 2024 Covea Insurance plc Not upheldInsuranceDRN-5049061 The complaint Mr R complains about Covea Insurance Plc’s (Covea) handling of his claim following contamination of a fuel additive system, under his motor insurance policy. What happened Mr R’s car required repair work after a fuel additive system became contaminated. He took... (3 pages)View decision -
Decision Reference DRN-4911580
27 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4911580 Complaint Mrs A is unhappy that Monzo Bank Ltd didn’t reimburse her after she told it she’d fallen victim to a scam. Background In late 2023, Mrs A was approached by someone on a messaging app offering her a job opportunity. She was told her role involved "data optimisa... (4 pages)View decision -
Decision Reference DRN-4921985
27 Sep 2024 Hiscox Insurance Company Limited Not upheldInsuranceDRN-4921985 The complaint Mr and Mrs B complain that Hiscox Insurance Company Limited turned down their home insurance claim. What happened Mr and Mrs B hold home insurance cover with Hiscox which includes personal possessions cover. They made a claim for the loss of a Rolex watch, how... (2 pages)View decision -
Decision Reference DRN-5023099
27 Sep 2024 Nationwide Building Society Not upheldMortgagesDRN-5023099 The complaint Mr C and Miss R complain that Nationwide Building Society recommended a three-year fixed interest rate when a five-year fixed rate would have been more suitable for them. What happened In 2022, Nationwide gave Mr C and Miss R mortgage advice. It recommended tha... (3 pages)View decision -
Decision Reference DRN-5049099
27 Sep 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5049099 The complaint T, a limited company complains about the way that Lloyds Bank PLC handled its application to open a business bank account. T is represented in its complaint by a director of T, Ms I. What happened On 28 February 2024, T applied to open a business bank account w... (3 pages)View decision -
Decision Reference DRN-5048909
27 Sep 2024 Retail Merchant Services Limited UpheldBanking and PaymentsDRN-5048909 The complaint Mr Y is a sole trader. He complains on behalf of his business which I’ll call ‘V’ that Retail Merchant Services Limited treated it unfairly when charging monthly compliance fees. What happened Mr Y told us: In September 2020, he received an offer from Retai... (4 pages)View decision -
Decision Reference DRN-5044075
27 Sep 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-5044075 The complaint Ms M, via a representative, complains about how Tesco Personal Finance PLC trading as Tesco Bank (Tesco) treated her when her ISA (Individual Savings Account) matured, and their actions after she made a complaint. I’ll only refer to Ms M in my decision. What h... (3 pages)View decision -
Decision Reference DRN-4992341
27 Sep 2024 St Andrew's Insurance plc UpheldInsuranceDRN-4992341 The complaint Ms M and Mr M complain about the delay in St Andrew’s Insurance Plc settling a critical illness claim Mr M made on a Total Mortgage Protection Plan (TMPP). Ms M and Mr M are represented by Mrs M. For ease of reading, I’ve mainly referred to Mr M. What happened ... (5 pages)View decision -
Decision Reference DRN-5041972
27 Sep 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5041972 The complaint T, a limited company complains about the way that Lloyds Bank PLC handled its application to open a business bank account. T is represented in its complaint by a director of T, Ms I. What happened On 28 February 2024, T applied to open a business bank account w... (3 pages)View decision
