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 360264 results
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Decision Reference DRN-4406031
4 Mar 2024 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-4406031 The complaint Mr H has complained about a car he acquired under a conditional sale agreement with Santander Consumer (UK) plc T/A Santander Consumer Finance (SCUK). What happened The circumstances of the complaint are well known so I’m not going to go over everything again in d... (3 pages)View decision -
Decision Reference DRN-4631526
4 Mar 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4631526 The complaint Miss S complains that Nationwide Building Society lent irresponsibly when it approved an overdraft limit of £500 and went on to increase it to £2,500. Miss S also complains that Nationwide failed to monitor her account for signs financial difficulties and provide ... (4 pages)View decision -
Decision Reference DRN-4597617
4 Mar 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4597617 The complaint Miss S is unhappy that Metro Bank PLC left a message on her voicemail when she’d previously requested that all communication be via posted letter. What happened Miss S held a Safe Deposit Box with Metro, and on 28 October 2023 she visited a Metro branch and handed... (2 pages)View decision -
Decision Reference DRN-4660689
4 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4660689 The complaint Miss G complains that Lloyds Bank PLC (“Lloyds”) failed to refund transactions she didn’t recognise. What happened What Miss G says Miss G explained that she was preparing to pay her outstanding balance on her Lloyds credit card and expected the balance to be in t... (5 pages)View decision -
Decision Reference DRN-4647956
4 Mar 2024 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-4647956 The complaint Mr D has complained that Scottish Equitable Plc, trading as Aegon, caused delays in the transfer of his pension to another provider. This, Mr D has said, caused him financial loss as he was unable to buy assets, in particular Index Linked Gilts, at an advantageous... (7 pages)View decision -
Decision Reference DRN-4660899
4 Mar 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-4660899 The complaint Ms E complained that the settlement received from The National Farmers' Union Mutual Insurance Society Limited (“NFU”) was unfair under her home insurance policy. What happened Following a claim, Ms E thought the cash settlement she received was for the re-bu... (3 pages)View decision -
Decision Reference DRN-4492347
4 Mar 2024 Covea Insurance plc UpheldInsuranceDRN-4492347 The complaint Mr B has complained about the way Covea Insurance plc has dealt with an alleged claim against his motor policy as this has increased his premium substantially. What happened Mr B was offered a three-year fixed motor premium by a well-known insurance intermediary. ... (5 pages)View decision -
Decision Reference DRN-4459847
4 Mar 2024 Investment Funds Direct Limited UpheldInvestmentsDRN-4459847 The complaint Mr J complains that Investment Funds Direct Ltd (“IFDL”), trading as Ascentric, didn’t carry out proper due diligence in respect of a security (CFB issue 10) before allowing the security on its SIPP platform and his application to invest in it. What happened As I ... (38 pages)View decision -
Decision Reference DRN-4547611
4 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4547611 The complaint Mr K is unhappy that Monzo Bank Ltd restricted his account temporarily. What happened Mr K logged into his banking app for his Monzo account via a new device. He said he successfully completed its verification checks, but his account was blocked moments after. Unh... (2 pages)View decision -
Decision Reference DRN-4660711
4 Mar 2024 Skyfire Insurance Company Limited UpheldInsuranceDRN-4660711 The complaint Mr K complains about how Skyfire Insurance Company Limited handled a claim made on his motor insurance policy. What happened Mr K was involved in a car accident and Skyfire took his car for repairs. Rectification was then required. But Mr K was unhappy that Skyfir... (2 pages)View decision
