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 365917 results
-
Decision Reference DRN-5173676
6 Dec 2024 esure Insurance Limited Not upheldInsuranceDRN-5173676 The complaint Miss G has complained about how esure Insurance Limited handled her two claims under her motor policy. What happened Miss G was involved in an accident in January 2023. The other driver was found to be at fault and esure was able to get reimbursement for its o... (3 pages)View decision -
Decision Reference DRN-4983342
6 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4983342 The complaint Mrs W is unhappy that Monzo Bank Ltd didn’t reimburse her after she fell victim to a scam. Background In November 2023, Mrs W received an unsolicited text message offering her a remote job opportunity. At the time, Mrs W was seeking ways to increase her income,... (4 pages)View decision -
Decision Reference DRN-5145333
6 Dec 2024 One Call Insurance Services Limited UpheldInsuranceDRN-5145333 The complaint Mrs T complains that One Call Insurance Services Limited didn’t tell her about the automatic renewal feature when she bought her motor insurance policy and that she wasn’t given the option to opt out of it easily. What happened Mrs T took out a policy through O... (3 pages)View decision -
Decision Reference DRN-5075567
6 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5075567 The complaint Mrs M complains about Revolut Ltd. She says that Revolut didn’t do enough to protect her when she became the victim of a scam. What happened The details of what happened are well known to both parties, so I won’t repeat them in detail here. In summary, Mrs M... (3 pages)View decision -
Decision Reference DRN-5003494
6 Dec 2024 Connect IFA Ltd Not upheldInsuranceDRN-5003494 The complaint Mr D complains about the sale of a life insurance policy by Connect IFA Ltd trading as Connect Mortgages (‘Connect’). Mr D is represented by his wife, Mrs D. What happened In April 2022, Mr D took out a life insurance policy through Connect. It was a level te... (3 pages)View decision -
Decision Reference DRN-4705127
6 Dec 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4705127 The complaint Mr H complains Zopa Bank Limited didn’t do enough to protect him when he fell victim to an online scam and didn’t do enough checks before agreeing to lend. What happened Mr H has an account with a business who I’ll refer to as “H” throughout the rest of this de... (3 pages)View decision -
Decision Reference DRN-4705177
6 Dec 2024 Lendable Ltd Not upheldConsumer CreditDRN-4705177 The complaint Mr H complains Lendable Ltd didn’t do enough to protect him when he fell victim to an online scam and didn’t do enough checks before agreeing to lend. What happened Mr H has an account with a business who I’ll refer to as “H” throughout the rest of this decisio... (3 pages)View decision -
Decision Reference DRN-5185192
6 Dec 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-5185192 The complaint Mr E complains that Loans 2 Go Limited lent irresponsibly when it approved a loan application he made. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mr E applied for a loan of £1,000 w... (5 pages)View decision -
Decision Reference DRN-5060765
6 Dec 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-5060765 The complaint Mr B complains about how Advantage Insurance Company Limited (Advantage) valued his vehicle following a claim made under his motor insurance policy. References to Advantage include its agents. What happened In December 2023, Mr B’s vehicle was involved in an ... (3 pages)View decision -
Decision Reference DRN-5194726
6 Dec 2024 Vanguard Asset Management, Ltd UpheldInvestmentsDRN-5194726 The complaint Mr B has complained about delays he experienced when transferring his individual savings account (ISA) to Vanguard Asset Management, Ltd (Vanguard). What happened At the end of May 2023, Mr B initiated an ISA transfer to Vanguard from a third-party transferor ... (3 pages)View decision
