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-5217564
17 Dec 2024 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5217564 The complaint Mr H complains Barclays Bank UK PLC have unfairly added negative information to his credit file in relation to his personal loan. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant... (7 pages)View decision -
Decision Reference DRN-5200347
17 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5200347 The complaint Mr R complains that Monzo Bank Ltd won’t refund him after he lost money to a job scam. What happened On 19 September 2024, I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any more evidence and arguments befo... (6 pages)View decision -
Decision Reference DRN-5214380
17 Dec 2024 Haven Insurance Company Limited UpheldInsuranceDRN-5214380 The complaint Mr B has complained about his property insurer Haven Insurance Company Limited because it has declined his claim made for subsidence damage to his porch. What happened Mr B bought his home in 2019. A home survey was completed, noting some issues with the porch... (4 pages)View decision -
Decision Reference DRN-5215869
17 Dec 2024 MBNA Limited Not upheldBanking and PaymentsDRN-5215869 The complaint Mr Y complains that MBNA Limited lent irresponsibly when it approved his credit card application. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mr Y applied for a credit card with MBNA... (3 pages)View decision -
Decision Reference DRN-5217352
17 Dec 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5217352 The complaint Mr T complains American Express Services Europe Limited (AESEL) failed to provide proper notice and information regarding the renewal fee on his credit card. Mr T was also given incorrect information in an online chat. What happened The information I have show... (3 pages)View decision -
Decision Reference DRN-5199255
17 Dec 2024 Lifestyle Insurance Brokers Limited Not upheldInsuranceDRN-5199255 The complaint M, a limited company, complains about what Lifestyle Insurance Brokers Limited did when selling and renewing a business protection insurance policy. The complaint is brought on its behalf by its representative, Mr F What happened In October 2020 M contacted Lif... (5 pages)View decision -
Decision Reference DRN-5151521
17 Dec 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5151521 The complaint Mr E has complained that Lloyds Bank General Insurance Limited (Lloyds) unfairly declined a claim under a home insurance policy. What happened Mr E contacted Lloyds to make a claim for storm damage when a tile fell from his roof. Lloyds assessed the claim and ... (3 pages)View decision -
Decision Reference DRN-5216996
17 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5216996 The complaint Mr G is unhappy that HSBC UK Bank Plc won’t allow him to make partial transfers from his Help-To-Buy (“HTB”) ISA account. What happened Mr G held a HTB ISA, which attracts a bonus paid by the UK Government on the balance of the ISA up to £12,000. Recently, bec... (3 pages)View decision -
Decision Reference DRN-5001712
17 Dec 2024 Aioi Nissay Dowa Insurance UK Limited Not upheldInsuranceDRN-5001712 The complaint Mr K has complained about Aioi Nissay Dowa Insurance UK Limited’s (ANDI) decision to cancel his car insurance policy. Mr K is represented by a representative, who I’ll refer to as Mr M. What happened Mr K had a telematics policy with ANDI. It issued a series of... (2 pages)View decision -
Decision Reference DRN-5215798
17 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5215798 The complaint Mr Y complains that Bank of Scotland plc trading as Halifax lent irresponsibly when it approved his credit card application with a limit of £13,000. What happened The background to this complaint and my initial conclusions were set out in a provisional decisio... (4 pages)View decision
