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 121074 results
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Decision Reference DRN-3530772
25 Aug 2022 Swansway Garages Limited UpheldConsumer CreditDRN-3530772 The complaint Mrs B complains that a finance agreement brokered by Swansway Garages Limited, trading as Preston Audi (“PA”) was misrepresented to her. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll foc... (3 pages)View decision -
Decision Reference DRN-3667031
25 Aug 2022 One Call Insurance Services Limited UpheldInsuranceDRN-3667031 The complaint Mr K complains that One Call Insurance Services Ltd (One Call) declined his claim for damage to his flat roof, and they mis-sold him a home emergency insurance policy which excluded flat roofs. He also complains that his policy auto renewed and he has incurred cha... (4 pages)View decision -
Decision Reference DRN-3587929
24 Aug 2022 Martin Aitken Financial Services Limited UpheldPensions and AnnuitiesDRN-3587929 The complaint Mrs E has complained that Martin Aitken Financial Services Limited (‘MAFS’) recommended she transfer benefits held in two occupational defined-benefit (‘DB’) pension schemes to a self-invested personal pension (‘SIPP’). The funds were subsequently invested in high... (8 pages)View decision -
Decision Reference DRN-3584095
24 Aug 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3584095 The complaint Mr L is unhappy that Barclays Bank UK PLC (“Barclays”) won’t reimburse money he lost as part of a cryptocurrency investment scam. What happened Mr L was looking to invest in cryptocurrency and came across the website for a company called Crypto-Com (which subseque... (5 pages)View decision -
Decision Reference DRN-3637797
24 Aug 2022 British Gas Insurance Limited UpheldInsuranceDRN-3637797 The complaint Miss M complains that British Gas Insurance Limited mishandled her claim on a home emergency insurance policy. Where I refer to British Gas, I refer to the above-named insurance company and I include its plumbing and drainage company, engineers and others insofar ... (3 pages)View decision -
Decision Reference DRN-3521139
24 Aug 2022 Blue Motor Finance Ltd UpheldConsumer CreditDRN-3521139 The complaint Mr L is unhappy that Blue Motor Finance Ltd (“BMF”) placed a fraud marker against his name. What happened In January 2021, Mr L complained to BMF after he discovered it had applied a fraud marker against his name using the Cifas database in 2018. BMF responded to ... (5 pages)View decision -
Decision Reference DRN-3666310
24 Aug 2022 Fairmead Insurance Limited UpheldInsuranceDRN-3666310 The complaint Ms M is unhappy about Fairmead Insurance Limited’s handling and settlement of her subsidence claim under her home insurance policy. Generally, I’ll refer to representatives and others acting on behalf of Fairmead as Fairmead. What happened Ms M made a claim for su... (4 pages)View decision -
Decision Reference DRN-3588369
24 Aug 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3588369 The complaint Mr A complains Monzo Bank Ltd didn’t reimburse the money he lost when he was tricked into paying for an item he did not receive. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them in detail here. But briefly, both pa... (3 pages)View decision -
Decision Reference DRN-3636324
24 Aug 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3636324 The complaint Miss B complains Monzo Bank Ltd didn’t reimburse the money she lost when she was the victim of an advance fee scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them in detail here. But briefly, both parties accept ... (4 pages)View decision -
Decision Reference DRN-3592803
24 Aug 2022 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-3592803 The complaint Mr I complains that The Royal Bank of Scotland Plc re-instated his credit card in error. What happened RBS wrote to Mr I to let him know they were cancelling his credit card as they’d identified him as being in what’s known as “persistent debt”. They said if he pa... (2 pages)View decision
