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-4258788
21 Jul 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4258788 The complaint Mr M complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In late 2021, a friend of Mr M’s introduced him to an app they had been using. The app allowed users to buy different packages of tasks – which were t... (5 pages)View decision -
Decision Reference DRN-4013484
21 Jul 2023 Shawbrook Bank Limited UpheldBanking and PaymentsDRN-4013484 The complaint Mrs H is unhappy about the service she received from Shawbrook Bank Limited after she was asked to provide information confirming the origins of money she had deposited with it. What happened Shawbrook contacted Mrs H to explain that as part of its due diligence p... (3 pages)View decision -
Decision Reference DRN-4186619
21 Jul 2023 Topaz Finance Limited UpheldMortgagesDRN-4186619 The complaint Ms G complains that when she enquired from Topaz Finance Limited trading as Rosolite Mortgages about a payment holiday, she wasn’t called back as had been promised. Ms G then made a number of overpayments which affected her eligibility for such a payment holiday. ... (3 pages)View decision -
Decision Reference DRN-4251919
21 Jul 2023 AWP P&C SA UpheldInsuranceDRN-4251919 The complaint Mr and Mrs C are unhappy that AWP P&C SA declined a claim they made on their travel insurance policy. What happened Mr and Mrs C cut short their trip when Mrs C and her daughter tested positive for Covid-19. They were on holiday in the UK and made their way ba... (2 pages)View decision -
Decision Reference DRN-4236629
21 Jul 2023 AWP P&C SA UpheldInsuranceDRN-4236629 The complaint Mr and Mrs W, along with Mr W and Miss W are unhappy that AWP P&C SA declined a claim they made under their travel insurance policy. In addition, they are unhappy with the level of service provided by AWP. AWP appointed representatives to handle this claim on ... (4 pages)View decision -
Decision Reference DRN-4256065
21 Jul 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4256065 The complaint Q, a business represented by Ms T, complains Santander UK Plc lost documents. What happened Q held an account at Santander and although there was a credit balance on the account it hadn’t been used for some time. Santander blocked the account because it hadn’t bee... (3 pages)View decision -
Decision Reference DRN-4227132
21 Jul 2023 Chetwood Wealth Management Ltd UpheldPensions and AnnuitiesDRN-4227132 The complaint Mrs P complains about the advice given by Chetwood Wealth Management Ltd (Chetwood) to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a personal pension. She says the advice was unsuitable for her and believes this has caused ... (8 pages)View decision -
Decision Reference DRN-4253480
21 Jul 2023 Evergreen Finance London Limited UpheldConsumer CreditDRN-4253480 The complaint Mr P complains Evergreen Finance London Limited trading as MoneyBoat.co.uk (MoneyBoat) provided him with loans without carrying out the proper checks. Mr P is also unhappy that between 2020 and 2023 MoneyBoat updated its website to reflect that taking out these so... (7 pages)View decision -
Decision Reference DRN-4242890
21 Jul 2023 TSB Bank plc UpheldBanking and PaymentsDRN-4242890 Complaint Miss P has complained that TSB Bank Plc (“TSB”) irresponsibly provided her with an overdraft which it increased the limit on and then added interest fees and charges to her balance which caused financial difficulty. Background One of our adjudicators looked at Miss P’... (3 pages)View decision -
Decision Reference DRN-4191429
21 Jul 2023 Automobile Association Insurance Services Limited UpheldInsuranceDRN-4191429 The complaint Mr M complains about Automobile Association Insurance Services Limited referring him to an accident management company (AMC). What happened In January 2021 Mr M’s vehicle was involved in a collision with a third-party one. His son called Mr M’s motor insurance bro... (3 pages)View decision
