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 120469 results
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Decision Reference DRN-3857829
14 Dec 2022 Fly Now Pay Later Limited UpheldConsumer CreditDRN-3857829 The complaint The estate of Mrs K complains about the way Fly Now Pay Later Limited (‘FNPL’) handled Mrs K’s claim in respect of flights she bought using a loan from it but was unable to utilise because of the Covid-19 pandemic. The estate of Mrs K is represented in this compla... (5 pages)View decision -
Decision Reference DRN-3827647
14 Dec 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3827647 The complaint Miss P complains Royal & Sun Alliance Insurance Limited (‘RSA’) unfairly declined her contents insurance claim after she was led to believe it would be covered. What happened Miss P was burgled, so she made a claim on her contents insurance policy. The thief g... (2 pages)View decision -
Decision Reference DRN-3300168
14 Dec 2022 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3300168 The complaint Mr M complains that Options UK Personal Pensions LLP (“Options” - formerly Carey Pensions) accepted his investment into a self-invested personal pension (SIPP) when, he says, it shouldn’t have accepted business from the business who introduced him to Options; Cale... (42 pages)View decision -
Decision Reference DRN-3807227
14 Dec 2022 G2I Ltd UpheldInsuranceDRN-3807227 The complaint Ms E complains that G2I Limited mishandled her claim on a motor insurance policy. Where I refer to G2I, I refer to the above-named company and I include claims-handlers and others insofar as I hold G2I responsible for their acts or omissions. What happened The sub... (2 pages)View decision -
Decision Reference DRN-3858873
14 Dec 2022 Vitality Life Limited UpheldInvestmentsDRN-3858873 The complaint Ms W complains that Vitality Life Limited trading as Vitality Life breached her data to a third party and caused her significant distress and inconvenience. What happened The third party is not a party to this complaint and will be referred to as Mr X. Ms W took o... (2 pages)View decision -
Decision Reference DRN-3783111
14 Dec 2022 QIC Europe Ltd UpheldInsuranceDRN-3783111 The complaint Mr M and Miss W complain about QIC Europe Ltd (“QIC”) for offering a reduced settlement following storm damage at their property. They want QIC to repair or replace the damaged roof. What happened Mr M and Miss W held buildings insurance with QIC. In February 2022... (3 pages)View decision -
Decision Reference DRN-3749983
14 Dec 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3749983 The complaint Mr P is unhappy that Monzo Bank Ltd won’t refund transactions he didn’t make. What happened On 30 December 2021, Mr P received a call from someone pretending to be from Monzo’s fraud team. He said they told him someone was attempting fraud on his account and they... (3 pages)View decision -
Decision Reference DRN-3853031
14 Dec 2022 QIC Europe Ltd UpheldInsuranceDRN-3853031 The complaint Mrs A complains about QIC Europe Ltd’s decision to decline a claim for repairs to a watch under her home insurance policy. What happened Mrs A has a home insurance policy underwritten by QIC which covers her home and its contents, amongst other things. She made a ... (3 pages)View decision -
Decision Reference DRN-3840573
14 Dec 2022 Argos Limited UpheldConsumer CreditDRN-3840573 The complaint Miss B complains that Argos Limited, trading as Argos Financial Services (“Argos”) shouldn’t have provided her with credit as she couldn’t afford to repay it. What happened Miss B was approved for an Argos credit card in April 2019, the credit limit was set at £50... (2 pages)View decision -
Decision Reference DRN-3823419
14 Dec 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3823419 The complaint Mr W is unhappy with the end of contract charges applied by Mercedes-Benz Financial Services UK Limited (MBFS), following the return of a car under a hire purchase agreement. What happened MBFS. He paid a deposit of £7,000 and the agreement was for £32,213 over 49... (3 pages)View decision
