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 120614 results
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Decision Reference DRN-4827723
31 May 2024 esure Insurance Limited UpheldInsuranceDRN-4827723 The complaint Miss B complains about how esure Insurance Limited dealt with her claim after her car was broken into. What happened In October 2023 Miss B’s car was broken into. She contacted esure to make a claim under her motor insurance policy. She’s unhappy about the delay i... (3 pages)View decision -
Decision Reference DRN-4827659
31 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4827659 Complaint Mr O is unhappy that Monzo Bank Ltd didn’t reimburse him after he fell victim to a scam. Background In late 2022, Mr O fell victim to a job scam. He was contacted on a social messaging app about a work opportunity. The role was one in affiliate marketing. He would be ... (3 pages)View decision -
Decision Reference DRN-4498380
31 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4498380 The complaint X complains about Monzo Bank Ltd. They say that Monzo didn’t do enough to protect them when they became the victim of a scam and would like it to refund the money that was lost. What happened X was contacted via the social media platform ‘Telegram’ by an individua... (4 pages)View decision -
Decision Reference DRN-4818316
31 May 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4818316 The complaint Mr B has complained about Acromas Insurance Company Limited. He isn’t happy about the way it dealt with a claim under his motor insurance policy. For ease of reading any reference to Acromas includes its agents. What happened I looked at this case and provided my ... (3 pages)View decision -
Decision Reference DRN-4715152
31 May 2024 Clydesdale Bank Plc UpheldConsumer CreditDRN-4715152 The complaint Mr E complains that Clydesdale Bank Plc trading as Virgin Money (Virgin) lent to him when he could not afford it. He says Virgin lent to him irresponsibly. What happened On 28 March 2021 Mr E was approved by Virgin for a £20,000 loan repayable over 85 months (seve... (6 pages)View decision -
Decision Reference DRN-4767767
31 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4767767 The complaint Mr E and Miss M complain that Barclays Bank UK PLC did not fully refund a series of transactions they lost to a scam. What happened Mr E and Miss M were in the process of purchasing a house and were sent an invoice from a solicitor to pay the deposit. Unfortunatel... (3 pages)View decision -
Decision Reference DRN-4579299
31 May 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4579299 The complaint Mr M is unhappy with the quality of a car that was supplied to him under a hire purchase agreement with Specialist Motor Finance Limited (“SMF”). What happened On 10 May 2023 Mr M signed a hire purchase agreement with SMF for a used car with a cash price of £5,744... (4 pages)View decision -
Decision Reference DRN-4781051
31 May 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4781051 The complaint Mr K has complained that AXA Insurance UK Plc (AXA) unfairly declined a claim under his home insurance policy. What happened Mr K contacted AXA to make a claim when he damaged his mobile phone by dropping it on his kitchen floor. AXA declined the claim because it ... (3 pages)View decision -
Decision Reference DRN-4825929
31 May 2024 Topaz Finance Limited UpheldMortgagesDRN-4825929 The complaint Mr M complains that after his mortgage moved to Topaz Finance Limited (trading as Rosolite Mortgages), his payments weren’t directed there. Mr M is unhappy that Rosolite started using his credit balance to cover the monthly payments due and when those funds ran ou... (4 pages)View decision -
Decision Reference DRN-4580384
31 May 2024 Fairscore Ltd UpheldConsumer CreditDRN-4580384 The complaint Mr H has complained that Fairscore Ltd trading as Updraft, acted irresponsibly when it approved him for nine different loans over a 13-month period. Background Mr H applied for nine loans with Updraft between January 2022 and February 2023. He was approved for eac... (3 pages)View decision
