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 121115 results
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Decision Reference DRN-4398154
11 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4398154 The complaint Ms S complains that Monzo Bank Ltd (“Monzo”) won’t refund over £27,000 she lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Ms S was the victim of a job task scam after b... (3 pages)View decision -
Decision Reference DRN-4546420
11 Jan 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4546420 The complaint Mr and Mrs T have complained about the refusal of a claim made under their pet insurance policy with Red Sands Insurance Company (Europe) Limited. What happened Mr and Mrs T have a pet insurance policy with Red Sands for their dog. Their policy covers treatment co... (3 pages)View decision -
Decision Reference DRN-4542283
11 Jan 2024 SG Fleet UK Limited UpheldConsumer CreditDRN-4542283 The complaint Mr H complains that a car supplied under a hire agreement with SG Fleet UK Limited was misrepresented to him and wasn’t of satisfactory quality. What happened In February 2022 Mr H entered into a hire agreement with SG Fleet and placed an order for a car, which wa... (2 pages)View decision -
Decision Reference DRN-3429915
11 Jan 2024 FB Wealth Management Ltd UpheldPensions and AnnuitiesDRN-3429915 The complaint Mr G complained that he was given unsuitable advice to transfer his deferred defined benefit (DB) British Steel Pension Scheme (BSPS), to a type of personal pension plan, in 2018. He says the advice was unsuitable for him and believes this has caused a financial l... (3 pages)View decision -
Decision Reference DRN-4362502
11 Jan 2024 Yorkshire Building Society UpheldBanking and PaymentsDRN-4362502 The complaint Mr and Mrs G complain that Yorkshire Building Society will not refund payments they made as a result of a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all in great detail here. But in summary, Mr and Mrs ... (3 pages)View decision -
Decision Reference DRN-4544819
11 Jan 2024 esure Insurance Limited UpheldInsuranceDRN-4544819 The complaint Ms B complains about how esure Insurance Limited (esure), handled a claim under her home insurance policy for damage to her property caused by an escape of water. Any reference to esure in this decision includes their agents. What happened The sequence of events i... (7 pages)View decision -
Decision Reference DRN-4452299
11 Jan 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4452299 The complaint Haven Insurance Company Limited (“Haven”) thought Mr M had made a qualifying misrepresentation when taking out his motor policy. Haven cancelled the policy and declined Mr M’s claim. Mr M thought this was unfair. What happened When Mr M took out a policy with Have... (3 pages)View decision -
Decision Reference DRN-4436740
11 Jan 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4436740 The complaint Ms A complains about how Royal & Sun Alliance Insurance Limited (“RSA”) has handled a claim she made under her motor insurance policy. RSA is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As RSA has... (3 pages)View decision -
Decision Reference DRN-4534430
11 Jan 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4534430 The complaint Mr C complains that a car acquired with finance from Moneybarn No 1 Limited wasn’t of satisfactory quality. What happened In January 2023 Ms C was supplied with a car and entered into a conditional sale agreement with Moneybarn. Mr C experienced issues with the ca... (3 pages)View decision -
Decision Reference DRN-4532846
11 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4532846 The complaint Mr D and Mrs T complain that Monzo Bank Ltd won’t refund £160 they say wasn’t dispensed by an ATM. As the transaction was attempted by Mrs T, for ease, I’ll refer to her in this decision. What happened The circumstances of this complaint are well known to both par... (3 pages)View decision
