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 120614 results
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Decision Reference DRN-3663053
25 Sep 2022 Oodle Financial Services Limited UpheldConsumer CreditDRN-3663053 The complaint Mr H complains about the quality of a used car that was supplied through a hire purchase agreement with Oodle Financial Services Limited (OFSL). What happened In February 2022 Mr H acquired a used car through a hire purchase agreement with OFSL. The car was regist... (4 pages)View decision -
Decision Reference DRN-3710179
24 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3710179 The complaint Mr B is unhappy that Monzo Bank Ltd won’t refund the money he’s lost to a scam. What’s happened? Mr B has fallen victim to a purchase scam. He arranged to rent a car from a company he found on a popular social media platform. I’ll refer to the company as ‘BCH’ thr... (3 pages)View decision -
Decision Reference DRN-3672797
24 Sep 2022 AWP P&C SA UpheldInsuranceDRN-3672797 The complaint Ms H complains that AWP P&C SA mishandled her claim on a home emergency insurance policy. Where I refer to AWP, I refer to the above-named company and I include its policy administrator and others insofar as I hold AWP responsible for their acts or omissions. ... (5 pages)View decision -
Decision Reference DRN-3691339
23 Sep 2022 Santander UK Plc UpheldInsuranceDRN-3691339 The complaint Mrs B has complained that Santander UK Plc mis-sold her a personal loan payment protection insurance (PPI) policy. What happened Mrs B arranged the loan over the internet in January 2011 and was sold PPI at the same time. Our adjudicator upheld the complaint. Sant... (2 pages)View decision -
Decision Reference DRN-3593645
23 Sep 2022 BUPA Insurance Limited UpheldInsuranceDRN-3593645 The complaint Mr H complains that BUPA Insurance Limited refused to refund his private medical insurance premiums after finding out he was not eligible to make a claim. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here... (2 pages)View decision -
Decision Reference DRN-3520706
23 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3520706 The complaint Miss O complains that Monzo Bank Ltd (Monzo) treated her poorly when dealing with a transaction she had asked to be reversed. What happened On 21 July 2021, Miss O’s car was clamped by a bailiff, and in order to release it she needed to make a payment to a company... (3 pages)View decision -
Decision Reference DRN-3714906
23 Sep 2022 PSA Finance UK Limited UpheldConsumer CreditDRN-3714906 The complaint Mr I complains that PSA Finance UK Limited unfairly levied charges when a hire agreement cameo to an end. What happened In June 2019 Mr I entered into a 12-month hire agreement for a car with Free2Move. At the end of the agreement, he was to return the car in good... (2 pages)View decision -
Decision Reference DRN-3684107
23 Sep 2022 AWP P&C SA UpheldInsuranceDRN-3684107 The complaint Mr D has complained about the service received from AWP P&C SA (‘AWP’) under his home emergency insurance policy. Reference to AWP in this letter includes its agents and contractors. Reference to Mr D includes actions and representations made by his son on his... (4 pages)View decision -
Decision Reference DRN-3676037
23 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3676037 The complaint Mr D complains that Monzo Bank Ltd won’t refund money he lost as a result of a scam. What happened Mr D received a message on a popular messaging application. It didn’t come from one of Mr D’s contacts. The sender suggested that they did know Mr D and were providi... (3 pages)View decision -
Decision Reference DRN-3717626
23 Sep 2022 Premier Insurance Company Limited UpheldInsuranceDRN-3717626 The complaint Mrs H complains that Premier Insurance Company Limited (Premier) didn’t arrange for repairs to her car following an accident she was involved in, under her motor insurance policy. What happened In June 2021 Mrs H was manoeuvring out of a parking space when she col... (3 pages)View decision
