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 125363 results
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Decision Reference DRN-3936486
2 Feb 2023 Debt Managers (Services) Limited UpheldConsumer CreditDRN-3936486 The complaint Miss M is unhappy Debt Managers (Services) Limited (DMSL) have applied a late payment marker about an account to her credit file. What happened Miss M held a catalogue shopping account with another business taken out in December 2018. This account was then sold to... (4 pages)View decision -
Decision Reference DRN-3927686
2 Feb 2023 Revolut Ltd UpheldBanking and PaymentsDRN-3927686 The complaint Mr S complains that Revolut Ltd won’t refund cash machine withdrawals he says he did not make or agree to. What happened Mr S wanted to withdraw cash from his account. He explains that the money was to pay his rent and that this was something he did regularly. Aro... (6 pages)View decision -
Decision Reference DRN-3924454
2 Feb 2023 esure Insurance Limited UpheldInsuranceDRN-3924454 The complaint Mr S complains about the settlement that esure Insurance Services paid him under his motor insurance policy for the loss of his car. What happened Mr S’s car was hit by another car whilst it was parked and unattended. esure said the car was a total loss. And it of... (3 pages)View decision -
Decision Reference DRN-3909177
2 Feb 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-3909177 The complaint Miss C complains that Loans 2 Go Limited (“L2G”) lent her an unaffordable loan. She also says it wasn’t sympathetic to her when she got into financial difficulties. What happened L2G lent Miss C a loan in January 2021, the loan amount was £300, repayable in 18 mon... (3 pages)View decision -
Decision Reference DRN-3941909
2 Feb 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-3941909 The complaint Mr H has complained that Accredited Insurance (Europe) Ltd (“Accredited”) unfairly declined a claim for storm damage under his home insurance policy. What happened Mr H contacted Accredited to make a claim when he found his roof was leaking. He thought the damage ... (3 pages)View decision -
Decision Reference DRN-3941286
2 Feb 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3941286 The complaint Miss M complains that Aviva Life & Pensions UK Limited (Aviva) failed to accurately apply premiums to her pension policy and have repeatedly provided conflicting and incorrect information about the value of her pension. Miss M explains that it has caused her a... (5 pages)View decision -
Decision Reference DRN-3769741
2 Feb 2023 The Royal London Mutual Insurance Society Limited UpheldInsuranceDRN-3769741 The complaint Mrs K complains that The Royal London Mutual Insurance Society Limited (“Royal London”) unfairly suspended her income protection benefit when she received a settlement payment from her former employer. Mrs K is represented in this complaint, but for ease I’ll refe... (3 pages)View decision -
Decision Reference DRN-3939105
2 Feb 2023 QIC Europe Ltd UpheldInsuranceDRN-3939105 The complaint Mrs P and Mr P complain about how QIC Europe Ltd (QIC) dealt with a claim under their home insurance policy for damage to their property caused by bad weather. QIC use agents to administer the policy and to assess claims. Reference to QIC includes these agents. Wh... (6 pages)View decision -
Decision Reference DRN-3941453
2 Feb 2023 Vanguard Asset Management, Ltd UpheldInvestmentsDRN-3941453 The complaint Mr M is complaining about the delays he experienced when transferring his stocks and shares ISA to Vanguard Asset Management, Ltd (‘Vanguard’). Mr M lost out financially because of those delays and the ISA funds were invested into the wrong investment and that has... (5 pages)View decision -
Decision Reference DRN-3907384
2 Feb 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3907384 The complaint Miss Y complains that Monzo Bank Ltd (“Monzo”) won’t reimburse payments sent from her account which she didn’t authorise. What happened The full details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll recap the ke... (3 pages)View decision
