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-4647127
9 May 2024 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4647127 The complaint Mr B has complained that Shop Direct Finance Company Limited, trading as Very, irresponsibly lent to him. What happened Mr B opened a shopping account with Shop Direct in November 2015. This was not a credit account. In August 2020 he converted it to a credit acco... (3 pages)View decision -
Decision Reference DRN-4673602
9 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4673602 The complaint Miss M complains that Monzo Bank Ltd has declined to refund money she lost to a scam. What happened Miss M fell victim to a fake job scam after she was contacted on a messaging app – I will call the scammer ‘Z’. Z told Miss M that she would be paid for completing ... (3 pages)View decision -
Decision Reference DRN-4761034
9 May 2024 Aviva Insurance Limited UpheldInsuranceDRN-4761034 The complaint Mr J complains about how Aviva Insurance Limited dealt with his claim against a group private medical insurance policy. What happened In summary, Mr J was covered by a group private medical insurance policy underwritten by Aviva. In June 2023, Mr J was diagnosed w... (4 pages)View decision -
Decision Reference DRN-4664214
9 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4664214 The complaint Mrs K complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened Mrs K was the victim of a visa application scam. She was looking to apply to convert her brother’s student visa to a skilled worker visa, and a fri... (3 pages)View decision -
Decision Reference DRN-4788835
9 May 2024 First Response Finance Ltd UpheldConsumer CreditDRN-4788835 The complaint Miss H complains that First Response Finance Ltd (FRFL) irresponsibly entered into a hire purchase agreement with her. She says she was struggling financially at the time. What happened In April 2020 FRFL provided Miss H with finance to purchase a used car. The ca... (5 pages)View decision -
Decision Reference DRN-4763217
9 May 2024 Chetwood Financial Limited UpheldConsumer CreditDRN-4763217 The complaint Mr M complains that Chetwood Financial Limited trading as BetterBorrow lent irresponsibly when it approved his loan application. What happened In December 2021 Mr M applied for a £12,000 loan with BetterBorrow. In his application, Mr M said he was a homeowner with... (4 pages)View decision -
Decision Reference DRN-4788619
9 May 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4788619 The complaint Mr H complains a representative of Nationwide Building Society incorrectly advised him he would be eligible for a government bonus of £3,000 through his Help to Buy Individual Savings Account (HTB ISA). What happened I sent the parties a provisional decision in Ma... (5 pages)View decision -
Decision Reference DRN-4755786
9 May 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4755786 The complaint Mr L has a self-invested personal pension (SIPP) with Options UK Personal Pensions LLP (formerly Carey Pensions UK LLP). For ease I shall refer to Options throughout this document. Mr L transferred his existing personal pensions to the SIPP to invest in a property... (27 pages)View decision -
Decision Reference DRN-4727469
9 May 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4727469 The complaint Mrs L has complained that Admiral Insurance (Gibraltar) Limited didn’t agree to pay for her car’s turbo issues, which occurred immediately after her car was repaired under her motor policy, following an accident. What happened Mrs L was involved in an accident in ... (4 pages)View decision -
Decision Reference DRN-4788601
9 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4788601 The complaint Ms S complains Barclays Bank UK PLC didn’t do enough to protect her when she fell victim to a scam. What happened Ms S says she contacted Barclays in May 2022 to say she’d just made two payments totalling £190,000 that she now realised were part of a scam. She say... (3 pages)View decision
