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 128535 results
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Decision Reference DRN-4191334
24 Aug 2023 MotoNovo Finance Limited UpheldInsuranceDRN-4191334 The complaint Miss P has complained that MotoNovo Finance Limited mis-sold her a payment protection insurance (PPI) policy when she took out finance to buy a car. What happened Miss P contacted MotoNovo in May 2022 to say that she had been off sick for three weeks, at which tim... (2 pages)View decision -
Decision Reference DRN-4220111
24 Aug 2023 One Insurance Limited UpheldInsuranceDRN-4220111 The complaint Mrs C says One Insurance Limited didn’t pay her enough for her written-off car when she made a claim on her motor insurance policy. What happened Mrs C’s car was damaged in a collision with a lorry. One Insurance decided it was a total loss and got a valuation of ... (2 pages)View decision -
Decision Reference DRN-4263702
24 Aug 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4263702 The complaint Mr R complains that Creation Financial Services Limited unreasonably closed his credit card account, which meant he missed out on available rewards. He’d like to be compensated for this. What happened Mr R had a credit card with Creation, that offered up various r... (2 pages)View decision -
Decision Reference DRN-4283246
24 Aug 2023 eToro (UK) Ltd UpheldInvestmentsDRN-4283246 The complaint Mr F complains about a fee he was charged when making a withdrawal from an account he holds with eToro (UK) Ltd. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving the reason... (2 pages)View decision -
Decision Reference DRN-4234276
24 Aug 2023 Aviva Insurance Limited UpheldInsuranceDRN-4234276 The complaint Mr K and Ms K complain about Aviva Insurance Limited’s handling of a claim they made under their home emergency insurance policy. Mr K and Ms K are joint policy holders. As most of the communication relating to the complaint has been from Mr K, I’ll refer mainly t... (3 pages)View decision -
Decision Reference DRN-4317736
24 Aug 2023 Aviva Insurance Limited UpheldInsuranceDRN-4317736 The complaint Mr T has complained about how Aviva Insurance Limited (Aviva) dealt with a claim under a home emergency policy. What happened Mr T contacted Aviva to send an engineer when he drilled through an electric cable in his home. The engineer told Mr T he could repair the... (4 pages)View decision -
Decision Reference DRN-4212669
24 Aug 2023 Bamboo Limited UpheldConsumer CreditDRN-4212669 The complaint Miss D complains that Bamboo Limited, lent to her irresponsibly and without carrying out proper affordability checks. What happened In July 2022 Bamboo approved a loan of £5,000 for Miss D, which was scheduled to be repaid at approximately £500 per month over a te... (3 pages)View decision -
Decision Reference DRN-4281779
24 Aug 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4281779 The complaint Miss M says that Monzo Bank Ltd (“Monzo”) acted irresponsibly by providing her with an overdraft that she couldn’t afford, then acted unfairly by continuing to apply charges to her account when she was in financial difficulty. What happened Miss M held an account ... (3 pages)View decision -
Decision Reference DRN-4244446
24 Aug 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4244446 The complaint Mr R is unhappy Admiral Insurance (Gibraltar) Limited declined his claim. What happened Mr R had a travel insurance policy underwritten by Admiral Insurance Gibraltar Limited (Admiral). He made a claim for the cancellation of his holiday due to his passport being ... (2 pages)View decision -
Decision Reference DRN-4175194
24 Aug 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-4175194 The complaint Mr H complains that Starling Bank Limited won’t refund money he lost as a result of a scam. In making this complaint Mr H is represented by a third-party, but for the ease of reading I’ll refer to Mr H throughout this decision. What happened The details of this co... (4 pages)View decision