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 125400 results
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Decision Reference DRN-4839777
7 Jun 2024 ITI Capital Limited UpheldInvestmentsDRN-4839777 The complaint Ms V complains about the delay ITI Capital Limited (‘ITI’) caused in transferring her investment Individual Savings Account (‘ISA’) to her new provider. She says as a result of the delay, she wasn’t able to sell her shareholding. She says that, because the share p... (5 pages)View decision -
Decision Reference DRN-4835283
7 Jun 2024 Telefonica UK Limited UpheldConsumer CreditDRN-4835283 The complaint Mr K has complained about a fixed sum loan agreement with Telefonica UK Limited, trading as O2, taken out fraudulently in his name. What happened Mr K noticed in January 2023 that a fraudulent credit agreement had been taken out in his name with O2. He complained ... (2 pages)View decision -
Decision Reference DRN-4549819
7 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4549819 The complaint Mr G has complained that Monzo Bank Ltd (“Monzo”) will not refund the money he lost as the result of a scam. What happened Both parties are familiar with the details of the scam so I will provide only a summary here. Mr G noticed on a social media platform that a ... (4 pages)View decision -
Decision Reference DRN-4812768
7 Jun 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4812768 The complaint Miss G and Mr S complain about the way Lloyds Bank General Insurance Limited dealt with their contents insurance claim. What happened Miss G and her son, Mr S, held a buildings and contents insurance policy with Lloyds. When they took out the policy, they added sp... (5 pages)View decision -
Decision Reference DRN-4829439
7 Jun 2024 Wakam UpheldInsuranceDRN-4829439 The complaint Mr F complains that Wakam will not pay further claims on his pet insurance policy unless he agrees to pay a higher premium. What happened Mr F took out insurance for his pet dog in July 2019 and has renewed it in July each year since then. His dog’s breed was reco... (3 pages)View decision -
Decision Reference DRN-4829841
7 Jun 2024 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-4829841 The complaint The estate of the late Ms H has complained that Chaucer Insurance Company Designated Activity Company (‘Chaucer’) didn’t pay the costs agreed for a travel companion. What happened The late Ms H had a travel insurance policy, underwritten by Chaucer. She travelled ... (3 pages)View decision -
Decision Reference DRN-4803376
7 Jun 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4803376 The complaint Mrs W complains that Tesco Personal Finance PLC, trading as Tesco Bank, irresponsibly provided her with a credit card and the credit limit increase (CLI) it subsequently applied to the account. What happened In November 2014 Tesco opened a credit card account for ... (3 pages)View decision -
Decision Reference DRN-4574020
7 Jun 2024 Kensington Mortgage Company Limited UpheldMortgagesDRN-4574020 The complaint Mr and Mrs N’s complaint is about their mortgage account with Kensington Mortgages Limited. Mr and Mrs N believe Kensington hasn’t treated them fairly by refusing to allow them to switch to a new interest rate product. To settle the complaint, Mr and Mrs N want Ke... (3 pages)View decision -
Decision Reference DRN-4825828
7 Jun 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-4825828 Complaint Mr N has complained that Loans 2 Go Limited (“L2G”) provided him with an unaffordable loan. Background L2G provided Mr N with a loan of £870 in July 2023. This loan had an APR of 769.9% and an 18-month term. This all meant the total amount repayable of £3,218.94, whic... (4 pages)View decision -
Decision Reference DRN-4778778
7 Jun 2024 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-4778778 The complaint Mr and Mrs F complain that Mortgage Agency Services Number Five Limited (MAS5) increased the interest rate it charged on their mortgage unfairly. What happened Mr and Mrs F took out a mortgage for approximately £150,000 in 2006, on an interest only basis. Their in... (10 pages)View decision
