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-4620544
21 Feb 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4620544 The complaint Mr and Mrs W complain that a timeshare product was misrepresented to them and that the seller is in breach of contract. The purchase was partly financed with credit provided by Vacation Finance Limited (“VFL”). Because of that, Mr and Mrs W say they have a claim ... (6 pages)View decision -
Decision Reference DRN-4542593
21 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4542593 The complaint Miss K complains that Monzo Bank Ltd (Monzo) lent to her irresponsibly on two Flex accounts. What happened Miss K had an overdraft of £750 and a loan of £300 from Monzo. She complained that both were given to her irresponsibly and bought those complaints to this s... (3 pages)View decision -
Decision Reference DRN-4475756
21 Feb 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4475756 The complaint Mrs A and Mr A are unhappy that Nationwide Building Society have defaulted their account. What happened Mrs A and Mr A held a current account with Nationwide. In April 2018, Mrs A and Mr A moved house and they updated their address details with Nationwide at that ... (3 pages)View decision -
Decision Reference DRN-4513514
21 Feb 2024 Shawbrook Bank Limited UpheldBanking and PaymentsDRN-4513514 The complaint P, a limited company, complains about the way Shawbrook Bank Limited dealt with its application for a buy to let mortgage. One of P’s directors, who I’ll refer to as Mr N, has represented P in bringing the complaint. What happened P’s broker submitted an applicati... (3 pages)View decision -
Decision Reference DRN-4582478
21 Feb 2024 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-4582478 The complaint Mrs B and Mr E complain about delays by DAS Legal Expenses Insurance Company Limited handling a claim on their legal expenses insurance policy which they say prevented Mr E from pursuing a legal claim. What happened Mrs B and Mr E are joint policyholders of a home... (3 pages)View decision -
Decision Reference DRN-4620363
21 Feb 2024 Bastion Insurance Company Limited UpheldInsuranceDRN-4620363 The complaint Mr A is unhappy Bastion Insurance Company Limited turned down a claim he made on his mobile phone insurance policy. What happened In June 2023 Mr A lost his mobile phone while abroad; he says he left the device on the table in a café and when he returned it wasn’t... (3 pages)View decision -
Decision Reference DRN-4632241
21 Feb 2024 Topaz Finance Limited UpheldMortgagesDRN-4632241 The complaint Mrs T complains that she wasn’t made aware that by entering into a payment arrangement on her Buy-To-Let (BTL) mortgage, her credit file would be affected. She said had Topaz Finance Limited trading as Siberite Mortgages (Siberite) explained the arrangement would ... (4 pages)View decision -
Decision Reference DRN-4560412
21 Feb 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4560412 The complaint Mr O has complained that Advantage Insurance Company Limited undervalued his car when he made a claim under his motor policy following the theft of his car. He also complained that Advantage made him forward documents to it more than once throughout his claim. Wha... (4 pages)View decision -
Decision Reference DRN-4535062
21 Feb 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4535062 The complaint Mrs H complains that Admiral Insurance (Gibraltar) Limited unfairly cancelled her motor insurance policy. Mrs H is being represented by her partner Mr B, whom I will refer to separately. What happened Mrs H held a motor insurance policy with Admiral. Admiral becam... (3 pages)View decision -
Decision Reference DRN-4555730
21 Feb 2024 Lendable Ltd UpheldConsumer CreditDRN-4555730 The complaint Mr O complains about Lendable Ltd recording a default on his credit file in relation to a personal loan account. What happened By December 2022, Mr O’s loan account had been in arrears for several months. Lendable contacted him about missed payments and the outsta... (4 pages)View decision
