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 120469 results
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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 -
Decision Reference DRN-3554964
12 Jul 2022 British Gas Services Limited UpheldInsuranceDRN-3554964 The complaint Mr M says he was mis-sold a policy by British Gas Services Limited (British Gas) because it says his hot water cylinder isn’t included in the annual service offered under his home emergency policy. What happened Mr M noticed that the section entitled, “hot water c... (6 pages)View decision -
Decision Reference DRN-3558068
12 Jul 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3558068 The complaint Miss H complains that Santander UK plc won’t pay to her the amounts that she’s claimed from it under section 75 of the Consumer Credit Act 1974 for a garage that was supplied and installed but wasn’t of satisfactory quality. What happened I issued a provisional de... (5 pages)View decision -
Decision Reference DRN-3590512
12 Jul 2022 Oplo PL Ltd UpheldConsumer CreditDRN-3590512 The complaint Miss S complains that Oplo PL Ltd lent her money on a high cost loan irresponsibly, such that she couldn’t afford to repay it. What happened Oplo provided Miss S with a loan of £3,000 on 28 January 2015 repayable at the rate of around £127 a month over a period of... (3 pages)View decision
