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-4660194
28 Jun 2024 ReAssure Limited UpheldInsuranceDRN-4660194 The complaint The trustees (Mr J and Mrs J, Mr J1 and Ms J1) have complained about how ReAssure Limited (‘ReAssure’) has administered the policies held within these trusts. They say that they have not been reviewed correctly, and incorrect information has been provided about th... (7 pages)View decision -
Decision Reference DRN-4857185
28 Jun 2024 Pepper Money Limited UpheldMortgagesDRN-4857185 The complaint Miss P complains that Pepper Money Limited (Pepper) irresponsibly lent her a second charge mortgage. What happened In 2018, Miss P took out a second charge mortgage with Pepper. She borrowed money to consolidate and repay existing debts elsewhere. She borrowed aro... (5 pages)View decision -
Decision Reference DRN-4876617
28 Jun 2024 West Bay Insurance Plc UpheldInsuranceDRN-4876617 The complaint Ms F complains about how a claim under a gadget insurance policy has been dealt with by West Bay Insurance Plc trading as Zenith Insurance. (“West Bay”). What happened In August 2022, Ms F had an accident while abroad and she damaged an iPad Pro, Smart keyboard an... (3 pages)View decision -
Decision Reference DRN-4823342
28 Jun 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4823342 The complaint Mr D complains about how Advantage Insurance Company Limited has administered a car insurance policy. What happened The details of the complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on providing my reasons for my d... (2 pages)View decision -
Decision Reference DRN-4877943
28 Jun 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4877943 The complaint Mr L has complained about Creation Consumer Finance Ltd trading as Creation.Co.Uk’s (‘Creation’) response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking into ... (5 pages)View decision -
Decision Reference DRN-4874212
28 Jun 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-4874212 Complaint Miss A has complained about a loan Loans 2 Go Limited (“L2G”) provided to her. She says proportionate checks weren’t carried out and if such checks had been carried out it would have been clear that the loan wasn’t affordable for her. Background L2G provided Miss A wi... (3 pages)View decision -
Decision Reference DRN-4862661
28 Jun 2024 Vitality Health Limited UpheldInsuranceDRN-4862661 The complaint Miss B complains that Vitality Health Limited turned down her private medical insurance claim. What happened On 21 June 2023, Miss B’s cover under a group private medical insurance scheme began. Miss B was covered on a moratorium basis which meant there was no cov... (3 pages)View decision -
Decision Reference DRN-4788949
28 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4788949 The complaint Mr M complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In May 2023, Mr M received a series of text messages from someone who said they worked for a recruitment company and had a number of roles available. ... (7 pages)View decision -
Decision Reference DRN-4878648
28 Jun 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4878648 The complaint Mr V complains Lloyds Bank PLC didn’t do enough to protect him when he fell victim to a job scam. What happened Mr V has an account with Lloyds Bank and an account with another business – an electronic money institution – who I’ll refer to as “W” throughout the re... (3 pages)View decision -
Decision Reference DRN-4809149
27 Jun 2024 esure Insurance Limited UpheldInsuranceDRN-4809149 The complaint Mrs S complains about delays to a claim she made on a motor insurance policy she held with esure Insurance Limited. What happened Mrs S held a motor insurance policy with esure. In January 2022 she made a claim following a collision with a third party. Based on th... (4 pages)View decision