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 120163 results
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Decision Reference DRN-4258521
2 Aug 2023 Ikano Bank AB (publ) UpheldConsumer CreditDRN-4258521 The complaint Mr S complains that Ikano Bank AB (publ) (‘Ikano’) irresponsibly granted him a personal loan agreement he couldn’t afford to repay. What happened In August 2017, Mr S took out a personal loan with Ikano. Under the terms of the loan agreement, Mr S was borrowing £1... (3 pages)View decision -
Decision Reference DRN-3827634
2 Aug 2023 Oplo PL Ltd UpheldConsumer CreditDRN-3827634 The complaint Mr P complains that Oplo PL Limited won’t refund to him the money that he paid for a holiday club membership. He’s being helped with his complaint by his daughter. What happened Mr P entered into a fixed sum loan agreement with a finance provider in March 2019 for... (4 pages)View decision -
Decision Reference DRN-4161090
2 Aug 2023 U K Insurance Limited UpheldInsuranceDRN-4161090 The complaint Miss M has complained about how U K Insurance Limited (UKI) dealt with a claim under a home contents policy. What happened Miss M had a fire at her home and made a claim under her home contents policy. She complained to UKI because she wanted to move to alternativ... (2 pages)View decision -
Decision Reference DRN-4280188
2 Aug 2023 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-4280188 The complaint Ms E complains about the way in which DAS Legal Expenses Insurance Company Limited (DAS) dealt with her legal expenses insurance claim and the deduction of a policy excess. What happened Ms E had legal expenses insurance (LEI) as part of her home insurance. In aro... (5 pages)View decision -
Decision Reference DRN-4267799
2 Aug 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4267799 The complaint Miss P complains about a claim she made to Creation Consumer Finance Ltd trading as Creation. What happened Miss P purchased laser eye treatment from a clinic (‘the supplier’) at the start of 2010 financed by a credit card (from a third party) and a loan from Crea... (3 pages)View decision -
Decision Reference DRN-4145275
2 Aug 2023 BeaconIFA Limited UpheldPensions and AnnuitiesDRN-4145275 The complaint Mr P complains that Beacon IFA Limited (Beacon) gave him unsuitable advice to transfer the benefits from his defined-benefit (DB) occupational pension scheme to a personal pension (PP). At times we’ve received correspondence from a third party on Mr P’s behalf, bu... (7 pages)View decision -
Decision Reference DRN-4211858
2 Aug 2023 Assurant General Insurance Limited UpheldInsuranceDRN-4211858 The complaint Mr P complains about Assurant General Insurance Limited’s decision to decline a claim made under his mobile phone insurance policy. What happened Mr P has mobile phone insurance underwritten by Assurant. He took out the policy in April 2023, as a benefit offered w... (4 pages)View decision -
Decision Reference DRN-4145074
2 Aug 2023 PrePay Technologies Limited UpheldBanking and PaymentsDRN-4145074 The complaint Mr H complains that PrePay Technologies Limited blocked his account. His money was held for far too long. He is unhappy with the lack of communication and would like compensation. What happened Mr H had an account with Monese. One of PrePay’s agents. Mr H received... (3 pages)View decision -
Decision Reference DRN-4098057
2 Aug 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4098057 The complaint Mr C has complained about Monzo Bank Ltd’s actions regarding a chargeback for three payments to a car rental company. What happened Mr C discovered payments to a car rental company, which he didn’t recognise. Accordingly, he contacted Monzo to raise a chargeback. ... (2 pages)View decision -
Decision Reference DRN-4233857
2 Aug 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4233857 The complaint Mr B complains that Nationwide Building Society closed his accounts, failed to pay him his closing balances, didn’t honour his cheques, failed to pay him his share of its “refer a friend” promotion, and failed to respond promptly to his data subject access request... (3 pages)View decision
