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 128312 results
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Decision Reference DRN-4057204
17 Jul 2023 Valitor Limited UpheldBanking and PaymentsDRN-4057204 The complaint Mr A complains that Valitor Limited did not fairly compensate him when the card terminal it supplied was defective. What happened Mr A runs a small business that sells goods at events. He ran into difficulties with the card terminal supplied by Valitor across two ... (2 pages)View decision -
Decision Reference DRN-4250163
17 Jul 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4250163 Complaint Mr T has complained about a loan Loans 2 Go Limited (“L2G”) provided to him. He says the loan was unaffordable. Background L2G provided Mr T with a loan for £750 in December 2018. The loan had an APR of 990.1% and an 18-month term. This meant that the total amount to ... (3 pages)View decision -
Decision Reference DRN-4240627
17 Jul 2023 Acromas Insurance Company Limited UpheldInsuranceDRN-4240627 The complaint Mrs S complains about Acromas Insurance Company Limited (“AIC”) and how they’ve handled the claim she made on her home insurance policy. Mrs S has been represented by her daughter during the complaint process. For ease of reference, I will refer to any comments ma... (4 pages)View decision -
Decision Reference DRN-3938028
17 Jul 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3938028 The complaint Mr R complains that Options UK Personal Pensions LLP (‘Options’) shouldn’t have accepted his application to transfer his defined benefit pension into a self-invested personal pension (‘SIPP’) and invest his funds in a Friends Provident International (‘FPI’) bond. ... (42 pages)View decision -
Decision Reference DRN-4045516
17 Jul 2023 China Taiping Insurance (UK) Co Ltd UpheldInsuranceDRN-4045516 The complaint Mrs C complained that her claim for a stolen mobility scooter was unfairly declined by China Taiping Insurance (UK) Co Ltd (“CTI”) under her scooter insurance. Mrs C was represented during the claim, but for ease and simplicity, I’ll only refer to Mrs C. What happ... (3 pages)View decision -
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