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 121262 results
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Decision Reference DRN-4593044
31 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4593044 The complaint Mr C complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost in a scam. What happened Mr C says he and his wife had recently paid around £1,000 to have their car repaired and had found out they were having a third child, which meant their existing c... (4 pages)View decision -
Decision Reference DRN-4149173
31 Jan 2024 Barclays Bank Plc UpheldInvestmentsDRN-4149173 The complaint Mr C and Mrs C complain that Barclays Bank Plc (“Barclays”) failed to provide accurate information about the value of a bond. What happened Mr C and Mrs C held a single premium insurance bond with Canada Life (CL), Barclays were the investment manager, and amongst... (3 pages)View decision -
Decision Reference DRN-4592915
31 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4592915 The complaint Mr T complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded him the money he lost in a scam. What happened Mr T is represented in this case but for ease I’ll refer to Mr T throughout my decision. Mr T says that a colleague at work who he’d known for a few months ... (5 pages)View decision -
Decision Reference DRN-4592782
31 Jan 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4592782 The complaint Mr S is unhappy Fairmead Insurance Limited (Fairmead) declined a theft claim made under his home insurance policy. What happened Mr S has a home insurance policy underwritten by Fairmead which covers his buildings and contents. Due to the value of two watches, he ... (6 pages)View decision -
Decision Reference DRN-4586970
31 Jan 2024 Hyundai Capital UK Limited UpheldConsumer CreditDRN-4586970 The complaint Mrs M complains that Hyundai Capital UK Limited applied additional charges after she had confirmed what the cost of settling her agreement early would be. Mrs M is represented by another party but for ease of reference I have referred to Mrs M throughout this deci... (4 pages)View decision -
Decision Reference DRN-4551415
31 Jan 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4551415 The complaint Mr L’s complaint is about the refusal of a claim under the ‘Family Legal Protection’ section of his home insurance policy with Liverpool Victoria Insurance Company Limited. Liverpool Victoria is the underwriters of this policy, i.e. the insurer. Part of this compl... (4 pages)View decision -
Decision Reference DRN-4482977
31 Jan 2024 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4482977 The complaint S complains about the charges Mercedes-Benz Financial Services UK Limited (“MBFS”) applied when it returned a van at the end of a hire agreement. S is represented in its complaint. For ease of reading, any reference to S refers to the testimony of both S and its r... (5 pages)View decision -
Decision Reference DRN-4574662
31 Jan 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4574662 The complaint Miss F complains Advantage Insurance Company Limited (Advantage) unfairly decided it was going to cancel her telematics motor insurance policy. Advantage are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the inter... (3 pages)View decision -
Decision Reference DRN-4580691
31 Jan 2024 AWP P&C S.A. UpheldInsuranceDRN-4580691 The complaint Mr and Mrs A complain about how AWP P&C SA dealt with a claim against their travel insurance policy. Reference to AWP includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In... (3 pages)View decision -
Decision Reference DRN-4420392
31 Jan 2024 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-4420392 The complaint Miss F has complained about Fortegra Europe Insurance Company Ltd’s decision to turn down her claims under her SMART Protection Insurance Policy. Fortegra is the underwriter (insurer) of this policy. Much of this complaint concerns the actions of its appointed age... (4 pages)View decision
