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 125400 results
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Decision Reference DRN-4608406
15 Feb 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-4608406 The complaint T complains The National Farmers' Union Mutual Insurance Society Limited trading as NFU Mutual (NFU) declined its claim for cover under its commercial insurance policy relating to a legal action brought against T by a third party. T is a sole trader business ... (7 pages)View decision -
Decision Reference DRN-4618756
15 Feb 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4618756 The complaint Mr S says Nationwide Building Society (‘Nationwide’) unfairly declined a claim under section 75 of the Consumer Credit Act 1974 (‘CCA’). As the credit card account is in Mr S’s name, he’s the only eligible complainant. However, as this case concerns contracts that... (7 pages)View decision -
Decision Reference DRN-4602583
15 Feb 2024 Covea Insurance plc UpheldInsuranceDRN-4602583 The complaint Miss O has complained about how Covea Insurance plc (Covea) dealt with a claim under a home insurance policy. What happened Miss O made a claim for a water leak at her property. Miss O later complained about delays with the claim, the poor quality of some of the w... (3 pages)View decision -
Decision Reference DRN-4514480
15 Feb 2024 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4514480 The complaint Mr P complains about AA Underwriting Insurance Company Limited’s (“AAUICL”) delay in dealing with his claim under his home insurance policy. What happened The background to this complaint is well known to the parties, so I won’t go into too much detail but will su... (3 pages)View decision -
Decision Reference DRN-4317315
15 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4317315 The complaint Miss A complains that Monzo Bank Ltd won’t refund payments she didn’t make. What happened Miss A fell victim to a scam. She was tricked into sharing her card details and approving payments under the guise she’d receive a payment for an item she thought she’d sold... (3 pages)View decision -
Decision Reference DRN-4456013
15 Feb 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4456013 The complaint Mrs K complains that Wise Payments Limited (“Wise”) won’t refund over the money she lost to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mrs K saw an advert for a... (4 pages)View decision -
Decision Reference DRN-4582986
15 Feb 2024 Prepay Technologies Ltd UpheldBanking and PaymentsDRN-4582986 The complaint Mr B complains PrePay Technologies Limited (“PrePay”) refuses to refund him for transactions on his account he says he didn’t make. What happened Mr B says his card was stolen when he was in Germany on 7 July 2023 - and unauthorised transactions were carried out o... (2 pages)View decision -
Decision Reference DRN-4624938
15 Feb 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4624938 The complaint Mr H and Mrs J complain that Liverpool Victoria Insurance Company Limited trading as LV provided poor service while dealing with their claim, and accepted liability following a collision, without considering all the circumstances. What happened In January 2023 Mr... (3 pages)View decision -
Decision Reference DRN-4399147
15 Feb 2024 Standard Life Assurance Limited UpheldPensions and AnnuitiesDRN-4399147 The complaint Mr P complains that Standard Life Assurance Limited (Standard Life) delayed the payment of pension benefits from his Self-Invested Personal Pension (SIPP) causing him losses. He wants compensation for the losses and inconvenience caused. What happened Mr P had a S... (6 pages)View decision -
Decision Reference DRN-4596602
15 Feb 2024 ClearBank Limited UpheldBanking and PaymentsDRN-4596602 The complaint S, a limited company, complains that ClearBank Limited (Trading as Tide) did not refund all the funds it lost as part of a scam. What happened Mr H has complained on behalf of S, and I will refer to him throughout this decision. Mr H received a request for a payme... (3 pages)View decision
