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-5309236
4 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5309236 The complaint Ms M complains that Vanquis Bank Limited irresponsibly lent to her. Ms M is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Ms M herself. What happen... (3 pages)View decision -
Decision Reference DRN-5304862
4 Mar 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5304862 The complaint Mr B has complained about his home insurer, AXA Insurance UK Plc. He feels it let him down when he made a claim following a water leak, including that it should have moved him out of his home. During the course of our Investigator considering this complaint, A... (3 pages)View decision -
Decision Reference DRN-5329637
4 Mar 2025 Yorkshire Building Society Not upheldMortgagesDRN-5329637 The complaint This complaint is about a mortgage and offset savings account (OSA) Mr V and Ms P hold with Yorkshire Building Society (YBS). The essence of the complaint is that after having allowed Mr V and Ms P to set up a direct debit to pay the mortgage from the OSA, YBS ... (5 pages)View decision -
Decision Reference DRN-5311871
4 Mar 2025 Clydesdale Bank Plc Not upheldMortgagesDRN-5311871 The complaint Mr N’s complaint is about two buy-to-let (BTL) mortgages. Mr N is unhappy that, after Clydesdale Bank Plc wasn’t able to offer him new mortgages when his existing mortgages reached the end of their terms, a broker was able to source new mortgages for him, throu... (2 pages)View decision -
Decision Reference DRN-4784462
4 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4784462 The complaint Mr M complaints that Monzo Bank Ltd (Monzo) won’t refund the money he lost to a scam. What happened I’ve included a table of the disputed payments: Date & Time Transaction Amount 22/9/23 20:30 Card payment to cryptocurrency exchange (B) -£100 23/9/23 20:5... (7 pages)View decision -
Decision Reference DRN-5369231
4 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5369231 The complaint In summary, Mr K complains about the provision of an overdraft on his current account, by Bank of Scotland Plc, trading as Halifax. He has asked for a refund of all interest and charges incurred as a result of having the overdraft. In bringing his complaint, ... (8 pages)View decision -
Decision Reference DRN-5365692
4 Mar 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5365692 The complaint Mr O complains about the quality of a used car he acquired through a hire purchase agreement with Oodle Financial Services Limited trading as Oodle Car (‘Oodle’). Mr O says that the car wasn’t of satisfactory quality as he had significant problems with it from ... (6 pages)View decision -
Decision Reference DRN-5316296
4 Mar 2025 Intelligent Lending Limited UpheldMortgagesDRN-5316296 The complaint Mr C has complained that he was mis-sold a second charge mortgage by Intelligent Lending trading as Ocean. He has said that he feels Ocean recommended the mortgage that it would be paid the most for, rather than what was best for him. Mr C has said he doesn’t t... (4 pages)View decision -
Decision Reference DRN-5356986
4 Mar 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5356986 The complaint Mr and Mrs F are unhappy that Red Sands Insurance Company (Europe) Limited (Red Sands) has declined their travel insurance claim. What happened In February 2024, Mr and Mrs F took out a single trip travel insurance policy. Red Sands is the underwriter. They’d b... (2 pages)View decision -
Decision Reference DRN-5187630
4 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5187630 The complaint Miss H complains Lloyds Bank PLC misgendered her when she visited a branch. What happened Miss H said she visited her local branch of Lloyds. She described being misgendered by floor staff straight away on entering the branch. She explained she then spoke to an... (3 pages)View decision
