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-4793219
14 May 2024 Rock Insurance Services Limited UpheldInsuranceDRN-4793219 The complaint Mr H is unhappy with the service he received from Rock Insurance Services Limited (‘Rock’) when querying whether something was covered under his travel insurance policy. What happened Mr H took out a single trip travel insurance policy in February 2024 (‘the polic... (2 pages)View decision -
Decision Reference DRN-4638621
14 May 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4638621 The complaint Ms D complains that Scottish Widows Limited (Scottish Widows) mis-administered her pension plans causing losses and inconvenience. She wants compensation for the losses incurred and for the distress and inconvenience caused. What happened Ms D had two personal pen... (5 pages)View decision -
Decision Reference DRN-4784688
14 May 2024 Tandem Personal Loans Ltd UpheldConsumer CreditDRN-4784688 The complaint Mr M says Tandem Personal Loans Ltd lent irresponsibly when providing him with a loan in 2019. What happened In September 2019, Tandem loaned Mr M £6,650 over a 48-month term. The purpose of the loan was to consolidate existing debt. The interest rate on the loan ... (3 pages)View decision -
Decision Reference DRN-4678675
14 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4678675 The complaint Mr C complains Monzo Bank Ltd refuses to refund him for transactions on his account he says he didn’t authorise. What happened Mr C says he lost his phone while on the bus on 6 September 2023. It was handed in and he collected it from a bus terminal... (2 pages)View decision -
Decision Reference DRN-4751315
14 May 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4751315 The complaint Mr K is unhappy that Santander UK Plc blocked online access to his bank account and caused him inconvenience. What happened On 9 November 2023 Santander blocked online payments on Mr K’s bank account after he had tried to transfer £5,000 to an account in his name ... (2 pages)View decision -
Decision Reference DRN-4777711
14 May 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4777711 The complaint Mrs T has complained that Advantage Insurance Company Limited cancelled her car insurance policy early and that it has charged her the full annual premium. Advantage was the underwriter of Mrs T’s policy, so it’s her insurer. This complaint is, in part, about the ... (2 pages)View decision -
Decision Reference DRN-4637277
14 May 2024 Secure Trust Bank Plc UpheldConsumer CreditDRN-4637277 The complaint Mr N is complaining about Secure Trust Bank Plc trading as Moneyway. He says they were irresponsible in lending to him. Mr N’s complaint was brought to our service by a representative but for ease I’ve written as if we’ve dealt directly with him. What happened In ... (3 pages)View decision -
Decision Reference DRN-4604991
14 May 2024 The Mortgage Business Plc UpheldMortgagesDRN-4604991 The complaint Ms W complains that The Mortgage Business Plc, trading as TMB, didn’t tell her when she became solely liable for a mortgage that she had held jointly with her ex-husband following her ex-husband’s bankruptcy. As a result, she says she lost the opportunity to step ... (3 pages)View decision -
Decision Reference DRN-4795643
14 May 2024 New Wave Capital Limited UpheldBanking and PaymentsDRN-4795643 The complaint Mr B complains about the actions of New Wave Capital Limited (trading as Capital on Tap) which have meant that he is being pursued for a debt owed by his company. What happened Mr B told us: His limited company which I’ll call ‘S’ took out a credit facility with ... (4 pages)View decision -
Decision Reference DRN-4736303
13 May 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4736303 The complaint Miss E and Miss M complain that AXA Insurance UK Plc (“AXA”) provided poor service and made unfair decisions in relation to a claim after their garden wall collapsed. Any reference to AXA in this decision includes its appointed agents. What happened The circumstan... (3 pages)View decision
