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 121876 results
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Decision Reference DRN-4247223
17 Jul 2023 Healthcare Finance Limited UpheldConsumer CreditDRN-4247223 The complaint Miss A complains about cosmetic treatment she paid for using a loan from Healthcare Finance Limited (‘HFL’). What happened Miss A used a fixed sum loan from HFL to fund dental alignment treatment from a supplier. Miss A is not happy with the treatment and says the... (5 pages)View decision -
Decision Reference DRN-4249371
17 Jul 2023 New Wave Capital Limited UpheldBanking and PaymentsDRN-4249371 The complaint Ms F, representing M (a limited company), complains that New Wave Credit Limited (trading as Capital on Tap) has held M responsible for transactions which were not authorised. What happened On 12 September 2022 Mr B, a director of M, received a text alert stating ... (4 pages)View decision -
Decision Reference DRN-4249637
17 Jul 2023 QIC Europe Ltd UpheldInsuranceDRN-4249637 The complaint Mr and Mrs B complained about the unfair settlement they felt QIC Europe Ltd (“QIC”) provided under their policy after a fire at their home. Mr and Mrs B had representation during the claim, but for ease and simplicity, I’ll generally only refer to Mr and Mrs B. W... (4 pages)View decision -
Decision Reference DRN-3808004
17 Jul 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3808004 The complaint Mr O has complained that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. What happened In summer 2021, Mr O was looking to invest and found some cryptocurrency websites, who offered 25% returns over four days. He felt they were genuin... (4 pages)View decision -
Decision Reference DRN-4107118
17 Jul 2023 esure Insurance Limited UpheldInsuranceDRN-4107118 The complaint Mrs C complains about how esure Insurance Limited (esure) has handled her claim on her car insurance policy and about how it has valued her car. esure is the underwriter of this policy; that is, it is Mrs C’s insurer. Part of this complaint concerns the actions of... (3 pages)View decision -
Decision Reference DRN-4219579
17 Jul 2023 Aviva Insurance Limited UpheldInsuranceDRN-4219579 The complaint Mr and Mrs J complain about the way Aviva Insurance Limited has offered to settle a claim under their home insurance policy. What happened Mrs J lost one of her vintage diamond earrings when it fell out of her ear whilst outside her home. She made a claim on her h... (2 pages)View decision -
Decision Reference DRN-4199309
17 Jul 2023 Euroins AD UpheldInsuranceDRN-4199309 The complaint Mr and Mrs P are unhappy with the assistance received from Euroins AD under their travel insurance policy. All reference to Euroins AD includes its medical assistance team. What happened Whilst abroad, in October 2022, Mrs P experienced pain in her leg. She says h... (3 pages)View decision -
Decision Reference DRN-4223985
17 Jul 2023 U K Insurance Limited UpheldInsuranceDRN-4223985 The complaint Mr and Mrs G are unhappy with the way in which three claims have been handled by U K Insurance Limited (‘UKI’) on their home (emergency) insurance policy (‘the policy’). What happened The details of this complaint are well known to both parties, so I won’t repeat ... (2 pages)View decision -
Decision Reference DRN-3174532
17 Jul 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3174532 The complaint G, a limited company, complains that Lloyds Bank PLC – as the receiving bank – failed to take effective steps to prevent its loss when G sent money to Lloyds’ customers’ accounts as the result of a scam. G is represented in this complaint by Mr P, the company’s di... (21 pages)View decision -
Decision Reference DRN-4248877
17 Jul 2023 Soteria Insurance Limited UpheldInsuranceDRN-4248877 The complaint Mrs H, Mr H and Mrs I complain that Soteria Insurance Limited has failed to put right subsidence damage to Mrs I’s property following a claim she made on her buildings insurance policy in 2018. What happened Mrs I made a claim for subsidence in 2018. Soteria acc... (2 pages)View decision
