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-4362072
4 Mar 2024 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-4362072 The complaint Mr P complains about Red Sands Insurance Company (Europe) Limited’s (“Red Sands”) decision to decline his claim under his home insurance policy. Mr P’s complaint has been brought by a representative who I’ll refer to as Ms B. What happened The background to this c... (5 pages)View decision -
Decision Reference DRN-4604544
4 Mar 2024 Shawbrook Bank Limited Not upheldBanking and PaymentsDRN-4604544 The complaint Mr T complains on behalf of himself and Mrs T that Shawbrook Bank Limited (“Shawbrook”) is treating its customers unfairly by frequently “up-issuing” its easy access savings account and not automatically applying the new interest rate to existing customers who hol... (2 pages)View decision -
Decision Reference DRN-4626696
4 Mar 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4626696 The complaint Mr and Mrs H have complained about the way Great Lakes Insurance SE handled a claim they made on their travel insurance policy. The complaint involves the actions of the claim administrators. To be clear, when referring to Great Lakes in this decision, I am also r... (3 pages)View decision -
Decision Reference DRN-4601910
4 Mar 2024 Mulsanne Insurance Company Limited Not upheldInsuranceDRN-4601910 The complaint Miss E has complained that Mulsanne Insurance Company Limited (Mulsanne) unfairly declined a claim under a car insurance policy. What happened Mulsanne was informed that Miss E’s car had been involved in an accident. Mulsanne contacted Miss E because she hadn’t to... (2 pages)View decision -
Decision Reference DRN-4638513
4 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4638513 The complaint Mr A complains that Monzo Bank Ltd won’t refund money he lost when he fell victim to a car purchase scam. Mr S is being represented by a claims management company in his complaint. What happened The background to this complaint is well-known to both parties, so I ... (5 pages)View decision -
Decision Reference DRN-4623910
4 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4623910 The complaint Mrs W took out an offer available to Nationwide Building Society (“Nationwide”) members called the Fairer Share 2 Year Fixed Saver at 4.75%. Mrs W complains that the statements about this product being special and fairer to members were not true as other instituti... (3 pages)View decision -
Decision Reference DRN-4453140
4 Mar 2024 Quilter Financial Services Ltd UpheldMortgagesDRN-4453140 The complaint Mr and Mrs J have complained about the service they received from a mortgage broker that is an appointed representative of Quilter Financial Services Ltd. They’ve said that due to misinformation that was given to them by the broker they missed out on a lower inter... (4 pages)View decision -
Decision Reference DRN-4608598
4 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4608598 The complaint Mr W complains that National Westminster Bank Plc (“NatWest”) failed to re-apply a gambling block he had in place on his account to help prevent him from making online gambling transactions. Mr W says this resulted in him spending £2,200 on gambling. What happened... (2 pages)View decision -
Decision Reference DRN-4383708
4 Mar 2024 C Hoare & Co Not upheldMortgagesDRN-4383708 The complaint This complaint’s about a mortgage application that Mr P made to C Hoare & Co (Hoare). Hoare issued a binding offer to lend, but attached conditions that Mr P considered excessive and unreasonable. Mr P withdrew from the offer and is unhappy that Hoare requires... (3 pages)View decision -
Decision Reference DRN-4644484
4 Mar 2024 more 2 life Ltd Not upheldMortgagesDRN-4644484 The complaint Ms R, the civil partner and administrator of the estate of the late Mr F, complains about action more 2 life Ltd has taken to repossess Mr F’s property when the lifetime mortgage secured on it wasn’t repaid. What happened The late Mr F took out a lifetime mortgage... (4 pages)View decision
