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 125399 results
-
Decision Reference DRN-4723656
13 Apr 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4723656 The complaint Mrs and Mr S complain about how Liverpool Victoria Insurance Company Limited handled and settled a claim they made under their home insurance policy for damage caused by an escape of water. What happened Mrs and Mr S held a home insurance policy with Liverpool Vic... (6 pages)View decision -
Decision Reference DRN-4706492
13 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4706492 The complaint Mr E holds a current account with Santander UK Plc. During 2022, some fraudsters contacted him and persuaded him to invest in cryptocurrency. But the investment scheme was fraudulent, and the fraudsters stole all (*) the money Mr E invested. Mr E funded the fraudu... (5 pages)View decision -
Decision Reference DRN-4739533
12 Apr 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4739533 The complaint Mrs P complains that Wise Payments Limited won’t refund the money she lost to an investment scam. What happened Mrs P was called regarding an investment opportunity with a company I’ll call ‘C’. She agreed to invest a small amount initially and it seemed reasonabl... (5 pages)View decision -
Decision Reference DRN-4706266
12 Apr 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4706266 The complaint Mr K complains about the way BMW Financial Services (GB) Limited trading as Alphera Financial Services (BMWFS) dealt with his complaint about a car he’d acquired through a finance agreement with BMWFS. BMWFS accepted the car was not of satisfactory quality, took t... (4 pages)View decision -
Decision Reference DRN-4688989
12 Apr 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4688989 The complaint Mr E complains that a car he acquired with a hire purchase agreement with Creation Consumer Finance Ltd (“Creation”) was of unsatisfactory quality. What happened In November 2022, Mr E entered into a hire purchase agreement with Creation for a car. The car was aro... (3 pages)View decision -
Decision Reference DRN-4695074
12 Apr 2024 Scottish Equitable Plc UpheldInsuranceDRN-4695074 The complaint Miss W complains that Scottish Equitable Plc, trading as Aegon, unfairly declined an insurance claim she made and cancelled all her cover. What happened The history of events is well known to the parties, so I won’t repeat the detail here. In brief summary, Miss W... (4 pages)View decision -
Decision Reference DRN-4342271
12 Apr 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-4342271 The complaint A company I’ll call C complains that PayPal (Europe) Sarl et Cie SCA (PayPal) blocked its account and applied a reserve of £565,000, meaning PayPal would deduct 50% of all payments received until C’s account balance hit the reserve amount. C is represented by one ... (4 pages)View decision -
Decision Reference DRN-4713997
12 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4713997 Complaint Mr M is unhappy that Monzo Bank Ltd didn’t reimburse him after he fell victim to a job scam. Background In April 2023, Mr M fell victim to a job scam. He was contacted on a social media platform by someone offering a job opportunity. The role involved Mr M carrying ou... (3 pages)View decision -
Decision Reference DRN-4697654
12 Apr 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4697654 The complaint Mr and Mrs C complain that Admiral Insurance (Gibraltar) Limited (Admiral) unfairly declined a claim for damaged drains, under Mr C’s buildings insurance policy. I will refer to Mr C in my decision for ease. What happened Mr C says he was carrying out work in his ... (3 pages)View decision -
Decision Reference DRN-4737375
12 Apr 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4737375 The complaint Mr B is unhappy that Bank of Scotland plc, trading as Halifax, placed account dormancy restrictions on his account. What happened Mr B holds a Halifax bank account which he hadn’t used for several years, and which was considered dormant by Halifax. Mr B contacted ... (3 pages)View decision
