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 125399 results
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Decision Reference DRN-4328864
1 Sep 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4328864 The complaint Mr L complains that Monzo Bank Ltd (Monzo) won’t refund the money he lost to a scam. What happened The details of this complaint are well known to both parties. So rather than repeat them all again here, I’ll briefly summarise the key points. In early 2022, Mr L s... (3 pages)View decision -
Decision Reference DRN-4296816
1 Sep 2023 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-4296816 The complaint Mr P complains about a defective car he acquired under a hire purchase agreement financed by Toyota Financial Services (UK) PLC (“TFS”). What happened In June 2021 Mr P entered into a regulated hire purchase agreement with TFS for a used car. The car was over seve... (2 pages)View decision -
Decision Reference DRN-4330201
1 Sep 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4330201 The complaint Mr and Mrs G complain that Bank of Scotland plc (BoS) haven’t fully refunded them after they fell victim to an investment scam What happened The details of this complaint are well known to both parties. And so I’ve not included exhaustive detail of what happened h... (8 pages)View decision -
Decision Reference DRN-4330136
1 Sep 2023 Aviva Insurance Limited UpheldInsuranceDRN-4330136 The complaint Mr and Mrs H are unhappy with the standard of repairs and the way Aviva Insurance Limited handled their claim following impact damage to their home. Mr and Mrs H jointly held home insurance underwritten by Aviva. They both raised the complaint but, for ease of rea... (4 pages)View decision -
Decision Reference DRN-3991071
1 Sep 2023 Covea Insurance plc UpheldInsuranceDRN-3991071 The complaint Mr D complains that Covea Insurance plc declined a claim he made under his buildings insurance policy for subsidence. Reference to Covea includes its agents and representatives. What happened I’ll summarise the main points about this dispute: Mr D made a claim fo... (2 pages)View decision -
Decision Reference DRN-4329843
1 Sep 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4329843 The complaint Mr H is unhappy with how American Express Services Europe Limited (AESEL) handled a claim he made to it. What happened Mr H bought two flight tickets from an airline using his AESEL credit card. He says the following day he called who he thought was the airline to... (5 pages)View decision -
Decision Reference DRN-4329969
1 Sep 2023 West Bay Insurance Plc UpheldInsuranceDRN-4329969 The complaint Mr C has complained about his car insurer West Bay Insurance Plc as he feels the total settlement it paid him after his car was damaged beyond repair in an accident, is too low. What happened Mr C’s car was damaged in an accident in August 2022. His car is electri... (4 pages)View decision -
Decision Reference DRN-4296603
1 Sep 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4296603 The complaint Mr S complains about Liverpool Victoria Insurance Company Limited’s handling of a claim on his car insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Mr S has car insurance und... (4 pages)View decision -
Decision Reference DRN-4089135
1 Sep 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4089135 The complaint Mr S complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension schemes into a self-invested personal pension (‘SIPP’). What happened In mid-2012, Mr S was approached by a re... (43 pages)View decision -
Decision Reference DRN-4329862
1 Sep 2023 Amtrust Europe Limited UpheldInsuranceDRN-4329862 The complaint Miss C has complained about her furniture warranty provider Amtrust Europe Limited regarding a claim she made for accidental staining and damage. Amtrust is the insurer. But the policy is marketed and sold under a different name. Amtrust is responsible for claim o... (3 pages)View decision
