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 119142 results
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Decision Reference DRN-3600650
18 Jul 2022 OneSavings Bank Plc UpheldMortgagesDRN-3600650 The complaint Ms M complains that OneSavings Bank Plc trading as Kent Reliance failed to set up a payment holiday. It then called and sent letters about her arrears. Ms M asks for compensation of £1,500 for the anxiety and upset this caused. What happened Ms M took out a mortga... (3 pages)View decision -
Decision Reference DRN-3600949
18 Jul 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3600949 The complaint Mr and Mrs S’s complaint is that Barclays Bank UK PLC has been unhelpful and unsympathetic, and has failed to offer them a payment arrangement, in relation to financial difficulties affecting their mortgage account. They have explained that until an insurance poli... (8 pages)View decision -
Decision Reference DRN-3130925
18 Jul 2022 Union Reiseversicherung AG UpheldInsuranceDRN-3130925 The complaint Mr and Mrs T are unhappy because Union Reiseversicherung AG (URV) hasn’t refunded the premium they paid for a travel insurance policy. What happened In the Autumn of 2019, Mr and Mrs T bought a single trip, gold, travel insurance policy, underwritten by URV (‘the ... (3 pages)View decision -
Decision Reference DRN-3591996
18 Jul 2022 ERGO Reiseversicherung AG UpheldInsuranceDRN-3591996 The complaint Mr and Mrs S are unhappy that ERGO Reiseversicherung AG declined a claim made on their travel insurance policy. All references to ERGO include its representatives. What happened In January 2020, Mr and Mrs S took out a worldwide, multi-trip, travel insurance polic... (3 pages)View decision -
Decision Reference DRN-3245127
18 Jul 2022 Portafina Investment Management Limited UpheldPensions and AnnuitiesDRN-3245127 The complaint Mr Q complains about the advice given by Portafina Investment Management Limited (‘Portafina’) in relation to a deferred defined-benefit (‘DB’) occupational pension scheme that he held. Portafina processed the transfer of Mr Q’s DB scheme benefits to a Self-Invest... (8 pages)View decision -
Decision Reference DRN-3600661
18 Jul 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3600661 The complaint Mr T is unhappy that Monzo Bank Ltd won’t refund him after he lost money to a purchase scam. Background Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, both parties accept that in February 2021 Mr T made ... (2 pages)View decision -
Decision Reference DRN-3600028
18 Jul 2022 Union Reiseversicherung AG UpheldInsuranceDRN-3600028 The complaint Mrs T is unhappy with the way in which Union Reiseversicherung AG (‘URV’) has handled a claim made on her travel insurance policy. Any references to URV include its claim handlers and costs containment agents. What happened Mrs T had the benefit of a single-trip t... (7 pages)View decision -
Decision Reference DRN-3517045
18 Jul 2022 Wise Payments Limited UpheldBanking and PaymentsDRN-3517045 The complaint Ms B complains that Wise Payments Limited won’t refund money she lost as a result of a scam. What happened Ms B started communicating with someone on a dating application. I’ll refer to this person as G. G said they were a businessman based in another country. Aft... (5 pages)View decision -
Decision Reference DRN-3593014
18 Jul 2022 Covea Insurance plc UpheldInsuranceDRN-3593014 The complaint Miss G is a sole trader. She complained that Covea Insurance plc unfairly declined her business interruption insurance claim and initially provided the wrong reasons for doing so. Miss G has been helped in bringing this complaint by Mr M. However, for ease of read... (3 pages)View decision -
Decision Reference DRN-3551275
18 Jul 2022 Vauxhall Finance plc UpheldConsumer CreditDRN-3551275 The complaint Mr F is unhappy with the end of contract charges applied by Vauxhall Finance Plc trading as G.M.A.C. (GMAC) following the return of his car. What happened agreement with GMAC. The cash price of the vehicle was £8,723 and the agreement was for £9,521 over 60 months... (5 pages)View decision
