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-3421614
15 Jul 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3421614 The complaint Mr F complains Monzo Bank Ltd didn’t reimburse the money he lost when he was the victim of a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, both parties accept that Mr F was the victi... (4 pages)View decision -
Decision Reference DRN-3597662
15 Jul 2022 Bapchild Motoring World (Kent) Limited UpheldInsuranceDRN-3597662 The complaint Mr S has complained about Bapchild Motoring World (Kent) Limited. He isn’t happy about the way it dealt with a claim under his motor warranty policy. Other companies have been involved in this complaint, but as Bapchild are responsible for it, I’ve just referred t... (3 pages)View decision -
Decision Reference DRN-3154901
15 Jul 2022 Compass Wealth Management Consultants Limited UpheldPensions and AnnuitiesDRN-3154901 The complaint In summary, Mr J complains that Compass Wealth Management Consultants Limited didn’t make him aware it was taking commission from his policy. He didn’t agree to it doing so. What happened In 1999 Mr J took out an income drawdown plan through an adviser. In 2010 Co... (3 pages)View decision -
Decision Reference DRN-3319956
15 Jul 2022 Union Reiseversicherung AG UpheldInsuranceDRN-3319956 The complaint Mr and Mrs M are unhappy because Union Reiseversicherung AG (URV) hasn’t refunded the premium they paid for a travel insurance policy. All reference to URV includes its agents. What happened In February 2020, Mr and Mrs M bought an annual travel insurance policy,... (3 pages)View decision -
Decision Reference DRN-3453845
15 Jul 2022 PayrNet Limited UpheldBanking and PaymentsDRN-3453845 The complaint Miss P complains PayrNet Limited (“PayrNet”) hasn’t returned money to its sender when her Pockit account with them was closed. What happened A Pockit account is a pre-paid payment card administered by PayrNet. Miss P had a Pockit account with PayrNet. Miss P recei... (3 pages)View decision -
Decision Reference DRN-3521238
15 Jul 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3521238 The complaint Miss B complains about Lloyds Bank PLC (“Lloyds”) for charges applied to her account and the way she was treated when she attended a branch. She wants the charges to her account to be refunded, and compensation for her distress and inconvenience. What happened Mis... (2 pages)View decision -
Decision Reference DRN-3491982
15 Jul 2022 Chetwood Financial Limited UpheldConsumer CreditDRN-3491982 The complaint Miss D is unhappy that Chetwood Financial Limited, trading as LiveLend, approved her for a loan which she feels wasn’t affordable for her at that time. What happened In June 2019, Miss D applied to Chetwood for a £3,000 personal loan to be repaid over 24 months. H... (3 pages)View decision -
Decision Reference DRN-3592412
15 Jul 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3592412 The complaint Mr C is unhappy that Monzo Bank Ltd (“Monzo”) will not refund the money he lost after paying for an item he did not receive. What happened Mr C was looking for a smart watch online when he found the profile of someone selling the watch he wanted on a selling page ... (5 pages)View decision -
Decision Reference DRN-3592939
15 Jul 2022 Creation Financial Services Limited UpheldBanking and PaymentsDRN-3592939 The complaint Miss M complains Creation Financial Services Limited didn’t default her credit card in 2016 when she thinks they should have. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant element... (3 pages)View decision -
Decision Reference DRN-3591395
15 Jul 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3591395 The complaint Mr B complains that Great Lakes Insurance SE has turned down a cancellation claim he made on a travel insurance policy. What happened Mr B booked a holiday abroad to a country I’ll call F. He was due to travel with his partner in June 2020. On 25 February 2020, Mr... (5 pages)View decision
