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 128312 results
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Decision Reference DRN-4791980
6 Aug 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4791980 The complaint Ms H complained about Metro Bank PLC. She says that Metro didn’t do enough to protect her when she became the victim of a scam and would like it to refund her the money she has lost. What happened Ms H came across an investment company I will refer to as ‘X’.... (5 pages)View decision -
Decision Reference DRN-4949935
6 Aug 2024 Black Horse Limited UpheldConsumer CreditDRN-4949935 The complaint Mr L is unhappy with a car supplied under a hire purchase agreement taken with Black Horse Limited. What happened Around May 2023 Mr L entered into a hire purchase agreement with Black Horse to acquire a used car. The mileage was recorded on the agreement as 99... (5 pages)View decision -
Decision Reference DRN-4869412
6 Aug 2024 U K Insurance Limited UpheldInsuranceDRN-4869412 The complaint Mr M complains about how U K Insurance Limited trading as Privilege (“UKI”) has handled his motor insurance claim. What happened In early 2023, Mr M made a claim under his motor insurance policy with UK after his car was damaged in an accident involving anothe... (4 pages)View decision -
Decision Reference DRN-4886597
6 Aug 2024 Prepay Technologies Ltd UpheldBanking and PaymentsDRN-4886597 The complaint Mr G complains PrePay Technologies Limited – who I’ll refer to as Monese in the rest of this decision – didn’t do enough when his card was used fraudulently. What happened Mr G has an account with Monese. On 3 May 2023 Mr G contacted Monese to say there had bee... (4 pages)View decision -
Decision Reference DRN-4929730
6 Aug 2024 Skipton Building Society UpheldMortgagesDRN-4929730 The complaint Miss M complains about errors on her mortgage account by Skipton Building Society and incorrect information about her new contractual monthly payment (“CMP”) which meant she was unaware of and unprepared for a large increases in her CMP after a payment arrangem... (4 pages)View decision -
Decision Reference DRN-4819832
6 Aug 2024 British Gas Insurance Limited UpheldInsuranceDRN-4819832 The complaint Mr C complains about the service from British Gas Insurance Limited (British Gas) under a protection policy for his fridge freezer. References to British Gas include their agents who administer policies and carry out services under policies. What happened Mr ... (5 pages)View decision -
Decision Reference DRN-4950863
6 Aug 2024 CIGNA Life Insurance Company of Europe SA-NV UpheldInsuranceDRN-4950863 The complaint Ms J is unhappy with CIGNA Life Insurance Company of Europe SA-NV (CIGNA) because of the way it handled reimbursements for claims submitted on her international private medical insurance policy. What happened Ms J has an international private medical insurance ... (4 pages)View decision -
Decision Reference DRN-4850510
6 Aug 2024 Embark Services Limited UpheldPensions and AnnuitiesDRN-4850510 The complaint Mr T is represented. His representative was also his [new] adviser in the background facts summarised in the next section. Embark Services Limited trading as Embark Pensions (‘EP’) provides and administers his Self-Invested Personal Pension (‘SIPP’). He says ... (8 pages)View decision -
Decision Reference DRN-4947412
6 Aug 2024 Adrian Flux Insurance Services Group UpheldInsuranceDRN-4947412 The complaint Mr M has complained about his home insurance broker Adrian Flux Insurance Services Group because, when he arranged insurance cover via it through a price comparison website, subsidence cover was excluded. What happened Mr M’s home insurance was coming to renew... (4 pages)View decision -
Decision Reference DRN-4947921
6 Aug 2024 Covea Insurance plc UpheldInsuranceDRN-4947921 The complaint Mr and Mrs V have complained about their property insurer Covea Insurance plc because of its partial settlement for subsidence damage to some of the windows at the front of their home. What happened Mr and Mrs V had a policy which renewed in 2020. At renewal t... (4 pages)View decision