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-4514238
2 Feb 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4514238 The complaint Mr T is a sole trader, trading as R. He’s unhappy with what Great Lakes Insurance SE did after he made a claim on his Hotels and Guesthouses insurance policy. What happened In August 2022 Mr T made a claim on R’s policy following an escape of water which meant the... (3 pages)View decision -
Decision Reference DRN-4573841
2 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4573841 The complaint Miss C complains that Monzo Bank Ltd hasn’t refunded her after she fell victim to a scam. What happened The circumstances of this complaint are well-known to all parties, so I’ll only provide a summary of key events here. Miss C fell victim to a job scam. She was ... (3 pages)View decision -
Decision Reference DRN-4535638
2 Feb 2024 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4535638 The complaint Miss S complains about the service she received from Capital One (Europe) plc in relation to her persistent debt repayment plans. What happened Miss S entered into a persistent debt repayment plan in January 2021. Capital One said this was to support her in bringi... (5 pages)View decision -
Decision Reference DRN-4597528
2 Feb 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4597528 The complaint Mrs S complains Creation Consumer Finance Limited irresponsibly lent her a loan. She also complains they didn’t help her when she was in financial difficulties. What happened I issued a provisional decision setting out what’d happened, and what I thought about tha... (5 pages)View decision -
Decision Reference DRN-4483038
2 Feb 2024 Telefonica UK Limited UpheldConsumer CreditDRN-4483038 The complaint Miss C has complained Telefonica UK Limited, trading as O2, opened a fraudulent account in her name and delayed removing adverse information from her credit file. What happened Miss C received a letter from O2, dated 26 January 2023, welcoming her as a customer, e... (2 pages)View decision -
Decision Reference DRN-4421184
2 Feb 2024 Skyfire Insurance Company Limited UpheldInsuranceDRN-4421184 The complaint Mr G has complained about the way Skyfire Insurance Company Limited handled his claim under his motor policy following an accident. What happened Mr G was involved in an accident on 18 May 2022. He bought his car privately on 6 March 2020. It came with a private r... (4 pages)View decision -
Decision Reference DRN-4594460
2 Feb 2024 Pepper (UK) Limited UpheldMortgagesDRN-4594460 The complaint Mrs S complains that Pepper (UK) Limited, trading as Engage Credit, told her she could re- mortgage to another lender without fully repaying her existing mortgage but reneged on that agreement after she had arranged a new mortgage elsewhere. She’s also unhappy wit... (4 pages)View decision -
Decision Reference DRN-4597091
2 Feb 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4597091 The complaint Mr F complains that Options UK Personal Pensions LLP (“Options” – formerly Carey Pensions UK LLP) shouldn’t have accepted his application to transfer his occupational pension scheme into an Options self-invested personal pension (“SIPP”). He says Options failed to... (43 pages)View decision -
Decision Reference DRN-4370843
2 Feb 2024 Uinsure Commercial Limited UpheldInsuranceDRN-4370843 The complaint A limited company, that I will refer to as C, complains about the sale of its landlord insurance policy by Uinsure Commercial Limited What happened The following is intended only as a brief summary of events. Additionally, whilst a number of parties have been invo... (4 pages)View decision -
Decision Reference DRN-4512839
2 Feb 2024 Markerstudy Insurance Company Limited UpheldInsuranceDRN-4512839 The complaint Mr C complains that Markerstudy Insurance Company Limited disposed of the salvage for his car following a claim made on his motor insurance policy. What happened Mr C’s car was damaged in an incident, and Markerstudy declared it to be a total loss. Markerstudy inf... (3 pages)View decision
