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-3535191
12 Jul 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3535191 The complaint Mr T has complained that Casualty & General Insurance Company (Europe) Ltd (C&G) has declined his claim for the cost of veterinary treatment for his pet dog. What happened In September 2021 Mr T’s young dog, who I’ll refer to as “T”, required veterinary tr... (3 pages)View decision -
Decision Reference DRN-3592029
12 Jul 2022 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3592029 The complaint Mrs E complains that a car supplied to her by Moneybarn No. 1 Limited under a conditional sale agreement was not of satisfactory quality. What happened In June 2020 Mrs E entered into a five-year conditional sale agreement with Moneybarn for a used car. At the tim... (3 pages)View decision -
Decision Reference DRN-3443510
12 Jul 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3443510 The complaint Mr K complains Portal Financial Services LLP, incorrectly advised him to transfer his defined benefit pension plan to a personal pension causing him financial loss. Mr K is being represented by a Claims Management Company (CMC). For ease, all references to Mr K wi... (7 pages)View decision -
Decision Reference DRN-3590260
12 Jul 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3590260 The complaint Miss T complains Monzo Bank Ltd won’t refund money she lost as a result of a scam. What happened On 5 July 2022, I issued my provisional decision on this complaint. I wanted to give both sides an opportunity to provide further information in advance of my final de... (5 pages)View decision -
Decision Reference DRN-3564280
12 Jul 2022 Wakam UpheldInsuranceDRN-3564280 The complaint Mr A complains Wakam unfairly declined a claim he made on his contents insurance policy following damage to a television and laptop. What happened The background to this complaint is well known to the parties so I’ve provided a summary here. Mr A has a contents i... (3 pages)View decision -
Decision Reference DRN-3534315
12 Jul 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3534315 The complaint Mr A is unhappy Monzo Bank Ltd won’t refund money he lost as a result of a scam. What happened In mid-2020, Mr A made three payments from his Monzo account, the details of which I’ve set out below: - £161.94 card payment on 19 June 2020 - £804 international paymen... (3 pages)View decision -
Decision Reference DRN-3591612
12 Jul 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3591612 The complaint Ms F has complained that PayPal (Europe) Sarl et Cie SCA won’t refund transactions she says she didn’t make or otherwise authorise. What happened In 2020, Ms F lived with her partner at the time. She explained that he subjected her to financial abuse. He took out ... (4 pages)View decision -
Decision Reference DRN-3543542
12 Jul 2022 Society of Lloyd's UpheldInsuranceDRN-3543542 The complaint Ms R complains that Society of Lloyd’s (“SOL”) has unfairly handled a subsidence claim under her buildings insurance policy. Any reference to Ms R or SOL includes any respective agents or representatives. What happened The background of this claim is well known to... (4 pages)View decision -
Decision Reference DRN-3584948
12 Jul 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3584948 The complaint Miss K complains that Mercedes-Benz Financial Services UK Limited (MBFS) has unfairly charged her for damage to a car she returned when her contract hire agreement came to an end. What happened In April 2017 Miss K entered into a three-year contract hire agreement... (2 pages)View decision -
Decision Reference DRN-3493194
12 Jul 2022 AXA PPP Healthcare Limited UpheldInsuranceDRN-3493194 The complaint Mrs A and Mr A complain that AXA PPP Healthcare Limited unfairly declined a private medical insurance claim. What happened Mrs A and Mr A have access to a group private medical insurance policy. They claimed on it when they wanted their son (who was also covered u... (3 pages)View decision
