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-4792126
17 Jul 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4792126 The complaint Mr W complains that Santander UK Plc won’t refund the money he lost when he was the victim of a scam. What happened In 2020, Mr W saw an advert about an opportunity to invest in a company which leased cars. He was told his investment would be used to fund a ve... (5 pages)View decision -
Decision Reference DRN-4908793
17 Jul 2024 One Insurance Limited UpheldInsuranceDRN-4908793 The complaint Mr H and Ms J complain about how One Insurance Limited dealt with a claim against their motor insurance policy. Reference to One Insurance includes its agents. What happened In summary, Mr H has a motor insurance policy underwritten by One Insurance. Ms J is a... (6 pages)View decision -
Decision Reference DRN-4907955
17 Jul 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4907955 The complaint Mr J’s complaint is about the poor customer service that Scottish Widows Limited provided when he notified it of the death of his late father. Mr J is also unhappy that when he provided a list of potential beneficiaries Scottish Widows Limited paid 100% of the ... (6 pages)View decision -
Decision Reference DRN-4905812
17 Jul 2024 Lifesearch Partners Limited UpheldInsuranceDRN-4905812 The complaint Mr H has complained that Lifesearch Partners Limited mis-sold him life and critical illness insurance What happened The background to this complaint is well known to the parties so I won’t repeat it in detail here. In summary in August 2022 made an enquiry and ... (4 pages)View decision -
Decision Reference DRN-4751530
17 Jul 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4751530 The complaint Mr C says Advantage Insurance Company Limited didn’t ensure his car was repaired properly and within a reasonable time after he made a claim on his motor insurance policy. He says that led to distress and inconvenience, plus a substantial financial loss. Any re... (3 pages)View decision -
Decision Reference DRN-4907807
17 Jul 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4907807 The complaint Mr S complains that Haven Insurance Company Limited is responsible for mishandling a claim on his motor insurance policy. What happened The claim and the complaint involve a hatchback first registered in 2015. For the year from July 2022, Mr S had a motor ins... (4 pages)View decision -
Decision Reference DRN-4841911
17 Jul 2024 First Central Underwriting Limited UpheldInsuranceDRN-4841911 The complaint Mrs S has complained about First Central Underwriting Limited. She isn’t happy about the valuation of her car after it was deemed a total loss following a claim under her motor insurance policy. What happened Mrs S made a claim under her motor insurance policy ... (2 pages)View decision -
Decision Reference DRN-4680968
17 Jul 2024 Shawbrook Bank Limited UpheldBanking and PaymentsDRN-4680968 The complaint Mr B and Ms P complain Shawbrook Bank Limited made mistakes when it returned a payment. The mistake left them without access to their money for three weeks. They hold Shawbrook responsible. Whilst this is a joint complaint, I will mostly refer to Ms P as she ha... (3 pages)View decision -
Decision Reference DRN-4818383
17 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4818383 The complaint Mr R is unhappy Monzo Bank Ltd (“Monzo”) won’t refund the money he lost as a result of a third-party 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 summary Mr R fe... (7 pages)View decision -
Decision Reference DRN-4881776
17 Jul 2024 Evergreen Finance London Limited UpheldConsumer CreditDRN-4881776 The complaint Mr M complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided him with loans which weren’t affordable. What happened A summary of Mr M’s borrowing can be found below. loan number loan amount agreement date repayment da... (4 pages)View decision