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-4888215
19 Jul 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4888215 The complaint Mr and Mrs S complain that HSBC UK Bank Plc won’t refund the money they lost when they were the victims of a scam. What happened In 2019, Mrs S’s brother was told his father-in-law had left a significant amount of money unclaimed when he died abroad. Mrs S say... (6 pages)View decision -
Decision Reference DRN-4917776
19 Jul 2024 Aspen Insurance UK Limited UpheldInsuranceDRN-4917776 The complaint 4, a limited company, has complained about its property insurer Aspen Insurance UK Limited. 4 has complained because Aspen declined its claim for storm damage. What happened A policy of insurance was arranged for 4’s premises, a block of flats, in April 2019. ... (3 pages)View decision -
Decision Reference DRN-4905539
19 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4905539 Complaint Mr S is unhappy with what Monzo Bank Ltd (“Monzo”) has agreed to do to put things right after he complained about the charges on his overdraft. Background Mr S has also complained about a Flex Credit Card and a loan that Monzo also provided to him. But we’ve expla... (3 pages)View decision -
Decision Reference DRN-4917561
18 Jul 2024 Close Brothers Limited UpheldConsumer CreditDRN-4917561 The complaint Mr R complains about a car he got under a conditional sale credit agreement with Close Brothers Limited trading as Close Brothers Motor Finance. He says that the car is not of satisfactory quality and that he’s been unable to use it for some considerable time. ... (4 pages)View decision -
Decision Reference DRN-4873720
18 Jul 2024 Society of Lloyd's UpheldInsuranceDRN-4873720 The complaint Mrs T complains that Society of Lloyd’s (“Lloyds”) has valued her vehicle unfairly following a claim she made under her insurance policy, after her vehicle was damaged beyond economical repair. What happened Mrs T’s horsebox was involved in an accident in Decem... (3 pages)View decision -
Decision Reference DRN-4911929
18 Jul 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4911929 The complaint Mr and Mrs C complain that Accredited Insurance (Europe) Ltd (Accredited) unfairly declined their home insurance claim. Any reference to Accredited in this final decision includes its respective agents unless specified otherwise. What happened The background o... (4 pages)View decision -
Decision Reference DRN-4783421
18 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4783421 The complaint Mr S complains that Monzo Bank Ltd won’t refund the money he lost when he fell victim to a scam. What happened Mr S says that in September 2022 he looked online for a car and found an advert by a company I’ll refer to in this decision as O. O was advertising a ... (3 pages)View decision -
Decision Reference DRN-4558593
18 Jul 2024 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-4558593 The complaint Ms K complains that Toyota Financial Services (UK) PLC trading as Lexus Financial Services won’t allow her to reject a car it supplied to her under a hire-purchase agreement. Ms K says the car is not of satisfactory quality. What happened In February 2023 Ms K ... (4 pages)View decision -
Decision Reference DRN-4872315
18 Jul 2024 AWP P&C S.A. UpheldInsuranceDRN-4872315 The complaint Mr and Mrs S have complained that AWP P&C SA declined a claim they made on their single trip travel insurance policy for cancellation. What happened Mr and Mrs S took out the policy in January 2023 for a trip starting on 5 November 2023. In September 2023 ... (3 pages)View decision -
Decision Reference DRN-4916984
18 Jul 2024 esure Insurance Limited UpheldInsuranceDRN-4916984 The complaint Mrs W complains about the settlement she’s been offered by esure Insurance Limited (Esure) after she made a claim under her car insurance policy. What happened Mrs W’s car was stolen so she made a claim to Esure, her car insurance provider. Mrs W’s vehicle was... (5 pages)View decision