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 119791 results
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Decision Reference DRN-4430942
3 Nov 2023 Quidie Limited UpheldConsumer CreditDRN-4430942 The complaint Mr O complained that Quidie Limited trading as Fernovo (“Quidie”) provided him with a loan without carrying out the correct affordability checks. Mr O says for the fourth loan Quidie ought to have reviewed his bank statements. What happened Mr O was granted four l... (6 pages)View decision -
Decision Reference DRN-4403455
3 Nov 2023 PrePay Technologies Limited UpheldBanking and PaymentsDRN-4403455 The complaint Mr D complains about PrePay Technologies Limited, trading as PrePay Solutions (Prepay), transferring his funds from EUR to GBP, causing a foreign exchange conversation rate cost. What happened I issued my provisional decision on 16 October 2023, and this is what I... (4 pages)View decision -
Decision Reference DRN-4247247
3 Nov 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4247247 The complaint Mr S complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In November 2022, Mr S came across an advert for an investment company online. He says he had been thinking about investing, and so provided the compa... (4 pages)View decision -
Decision Reference DRN-4263583
3 Nov 2023 U K Insurance Limited UpheldInsuranceDRN-4263583 The complaint Mr and Mrs T have complained about their property insurer U K Insurance Limited (UKI) regarding its handling of a claim they made when there was a water leak at their home. What happened Mr and Mrs T were away on holiday in December 2022 when their bungalow, parti... (5 pages)View decision -
Decision Reference DRN-4232098
2 Nov 2023 esure Insurance Limited UpheldInsuranceDRN-4232098 The complaint Mr R complained about esure Insurance Limited’s service when they claimed for accident repairs under their motor insurance policy. For ease I’ll mostly refer to Mr R from now, as he brought the complaint. What happened Mr R’s car was in an accident and its rear wa... (3 pages)View decision -
Decision Reference DRN-4391743
2 Nov 2023 Ageas Insurance Limited UpheldInsuranceDRN-4391743 The complaint Mr H complains that Ageas Insurance Limited mishandled a claim on his motorcycle insurance policy. What happened In mid-May 2020, Mr H had a motorcycle insured with Ageas. He was riding the motorcycle when, unfortunately, he was involved in an incident with a thir... (2 pages)View decision -
Decision Reference DRN-3882589
2 Nov 2023 Inspirational Financial Management Ltd UpheldPensions and AnnuitiesDRN-3882589 The complaint Mr B complains about the suitability of the advice provided by Inspirational Financial Management Ltd (“IFM”) in June 2017 to transfer the value of his safeguarded benefits in the British Steel Pension Scheme (“BSPS”) to a personal pension plan (“PPP”). Mr B is re... (11 pages)View decision -
Decision Reference DRN-4321597
2 Nov 2023 MetLife Europe d.a.c. UpheldPensions and AnnuitiesDRN-4321597 The complaint Mr E complains about MetLife Europe d.a.c.’s (‘MetLife’) management of his pension investments. What happened Mr E said he had received poor pension management of his MetLife Pension over the last three years and the value of his retirement pot had reduced. He fel... (4 pages)View decision -
Decision Reference DRN-4433209
2 Nov 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4433209 The complaint Mr C complains about Admiral Insurance (Gibraltar) Limited’s handling of his buildings insurance claim. All references to Admiral also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them ... (2 pages)View decision -
Decision Reference DRN-4288319
2 Nov 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4288319 The complaint Mrs W is unhappy that HSBC UK Bank Plc has refused to refund all the money she lost after falling victim to a romance scam. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But, in su... (4 pages)View decision
