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 125299 results
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Decision Reference DRN-3946860
9 Feb 2023 MotoNovo Finance Limited UpheldConsumer CreditDRN-3946860 The complaint Miss H complains that a car she obtained through a hire purchase agreement with MotoNovo Finance Limited was not of satisfactory quality. She wants it to reimburse her for the repairs she’s had to pay for. What happened Miss H obtained a second-hand car in Februar... (6 pages)View decision -
Decision Reference DRN-3955857
9 Feb 2023 AXA Insurance UK Plc UpheldInsuranceDRN-3955857 The complaint The estate of Mr S and Ms N are unhappy with the service received when Mr S made a claim on his travel insurance policy. The estate of Mr S is represented by Ms N who is the wife of the late Mr S and a beneficiary of the policy in her own right. What happened Mr S... (7 pages)View decision -
Decision Reference DRN-3914809
9 Feb 2023 PrePay Technologies Limited UpheldBanking and PaymentsDRN-3914809 The complaint Company Y complains that due to poor customer service from Mettle, an agent for PrePay Technologies Limited, they suffered financially, put to inconvenience and also suffered loss of reputation. What happened The background to the complaint is known to both partie... (3 pages)View decision -
Decision Reference DRN-3705902
9 Feb 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3705902 The complaint and what happened Mr M complains, on behalf of C, that Monzo Bank Ltd won’t reimburse payments he didn’t make or otherwise authorise. This decision only concerns C’s losses. Mr M’s personal losses will be dealt with separately. The full details of this complaint a... (2 pages)View decision -
Decision Reference DRN-3955577
9 Feb 2023 U K Insurance Limited UpheldInsuranceDRN-3955577 The complaint Ms F complains about U K Insurance Limited’s handling of a claim she made after an escape of water affected her flat. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. But I’d like to assure bo... (7 pages)View decision -
Decision Reference DRN-3833948
9 Feb 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3833948 The complaint Miss H has complained that Tesco Personal Finance plc (“Tesco Bank”) rejected her claim against it under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to her purchase of some solar panels. Miss H is represented by a claims management company (... (3 pages)View decision -
Decision Reference DRN-3929151
9 Feb 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3929151 The complaint Mrs A and Mr U complain that Admiral Insurance (Gibraltar) Limited (“Admiral”) damaged their downstairs toilet during emergency repairs it was conducting under their home emergency policy. Please note for ease I’ll refer to Mrs A throughout this decision as she ha... (2 pages)View decision -
Decision Reference DRN-3957131
9 Feb 2023 QIC Europe Ltd UpheldInsuranceDRN-3957131 The complaint Ms A and Mr J complain because QIC Europe Ltd (QIC) proportionately settled their claim following a fire at their home. Reference to QIC includes its agents. What happened Ms A and Mr J took out a Home Insurance policy online to cover their buildings... (5 pages)View decision -
Decision Reference DRN-3891333
9 Feb 2023 Fairmead Insurance Limited UpheldInsuranceDRN-3891333 The complaint Mr and Mrs P are unhappy with the amount Fairmead Insurance Limited has offered to pay for a claim made on their home insurance policy. For simplicity, I’ll refer to Mr P only. Reference to Fairmead includes its agents and representatives. What happened The circum... (4 pages)View decision -
Decision Reference DRN-3832407
9 Feb 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-3832407 The complaint Ms K is unhappy that Nationwide Building Society hasn’t refunded her after she was the victim of an investment scam. What happened Ms K described the events in detail to Nationwide and our service. I will summarise them below: - She was originally contacted via so... (4 pages)View decision
