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-4901901
18 Jul 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4901901 The complaint Ms G complains about how AXA Insurance UK Plc have dealt with a claim for flood damage under a buildings and contents insurance policy. All references to AXA are intended to include actions of its appointed agents What happened The details of this complaint are... (6 pages)View decision -
Decision Reference DRN-4895575
18 Jul 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4895575 The complaint Ms G complains about how AXA Insurance UK Plc have dealt with a flood claim under a buildings and contents insurance policy. All references to AXA are intended to include actions of its appointed agents. What happened The details of this complaint are well know... (4 pages)View decision -
Decision Reference DRN-4886666
18 Jul 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4886666 The complaint Ms G complains about how AXA Insurance UK Plc have dealt with a claim for flood damage under a buildings and contents insurance policy. All references to AXA are intended to include the actions of its agents. What happened The details of this complaint are well... (17 pages)View decision -
Decision Reference DRN-4916932
18 Jul 2024 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-4916932 The complaint Mr C has complained about a transfer, in December 2014, of his personal pension plan from Scottish Equitable Plc to a small self-administered scheme (“SSAS”). Scottish Equitable Plc was trading as “Aegon” at the time and so it’s this name I’ll mainly refer to t... (14 pages)View decision -
Decision Reference DRN-4916908
18 Jul 2024 Fairscore Ltd UpheldConsumer CreditDRN-4916908 The complaint Mrs L is complaining that Fairscore Ltd trading as Updraft (Updraft) lent to her irresponsibly by providing her with two personal loans. What happened In May 2022, Updraft approved a loan of £6,000 for Mrs L. The loan required her to make 47 monthly repayments ... (4 pages)View decision -
Decision Reference DRN-4520819
18 Jul 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4520819 The complaint Miss A complains that the car she acquired through a hire purchase agreement with Startline Motor Finance Limited (SMFL) wasn’t fit for purpose. She wants to reject the car. What happened Miss A entered into a hire purchase agreement with SMFL in August 2022 to... (4 pages)View decision -
Decision Reference DRN-4803395
18 Jul 2024 Metro Bank PLC UpheldConsumer CreditDRN-4803395 The complaint Mr A complains that Metro Bank PLC trading as RateSetter irresponsibly agreed a loan for him. Mr A brought his complaint to us via a representative but I will refer to him throughout for simplicity. What happened RateSetter agreed a loan of £20,220 for Mr A i... (4 pages)View decision -
Decision Reference DRN-4832635
18 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4832635 The complaint Mr M is unhappy that Monzo Bank Ltd hasn’t refunded him after he fell victim to an investment scam. What happened The background to this complaint is well-known to both parties and so I won’t go into great detail about what happened here. Mr M found an investme... (5 pages)View decision -
Decision Reference DRN-4916473
18 Jul 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4916473 The complaint Mr B complains that American Express Services Europe Limited (AESEL) didn’t process one of the Credit Balance Refunds (CBR’s) he asked them to, and they provided poor customer service. What happened Mr B says he received a refund back to his Amex credit card fo... (5 pages)View decision -
Decision Reference DRN-4916412
18 Jul 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4916412 The complaint Mr D has complained Lloyds Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Lloyds closed all of Mr D’s accounts. They’d lodged a fraud-related marker on his record with CIFAS. Mr D complained and ... (2 pages)View decision