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 121876 results
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Decision Reference DRN-3600028
18 Jul 2022 Union Reiseversicherung AG UpheldInsuranceDRN-3600028 The complaint Mrs T is unhappy with the way in which Union Reiseversicherung AG (‘URV’) has handled a claim made on her travel insurance policy. Any references to URV include its claim handlers and costs containment agents. What happened Mrs T had the benefit of a single-trip t... (7 pages)View decision -
Decision Reference DRN-3517045
18 Jul 2022 Wise Payments Limited UpheldBanking and PaymentsDRN-3517045 The complaint Ms B complains that Wise Payments Limited won’t refund money she lost as a result of a scam. What happened Ms B started communicating with someone on a dating application. I’ll refer to this person as G. G said they were a businessman based in another country. Aft... (5 pages)View decision -
Decision Reference DRN-3593014
18 Jul 2022 Covea Insurance plc UpheldInsuranceDRN-3593014 The complaint Miss G is a sole trader. She complained that Covea Insurance plc unfairly declined her business interruption insurance claim and initially provided the wrong reasons for doing so. Miss G has been helped in bringing this complaint by Mr M. However, for ease of read... (3 pages)View decision -
Decision Reference DRN-3551275
18 Jul 2022 Vauxhall Finance plc UpheldConsumer CreditDRN-3551275 The complaint Mr F is unhappy with the end of contract charges applied by Vauxhall Finance Plc trading as G.M.A.C. (GMAC) following the return of his car. What happened agreement with GMAC. The cash price of the vehicle was £8,723 and the agreement was for £9,521 over 60 months... (5 pages)View decision -
Decision Reference DRN-3594811
18 Jul 2022 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. UpheldInsuranceDRN-3594811 The complaint Mr A complains because Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. hasn’t paid a claim under his travel insurance policy. What happened Mr A held an annual travel insurance policy, provided by Mapfre. The policy was taken out in Septemb... (3 pages)View decision -
Decision Reference DRN-3166545
18 Jul 2022 Lowell Financial Ltd UpheldConsumer CreditDRN-3166545 The complaint Mr D is unhappy that Lowell Financial Ltd decided to block him from calling them. Mr D says that due to his disability, this amounts to discrimination under the Equality Act 2010. What happened Mr D originally held a credit card debt with Company V. The debt was s... (4 pages)View decision -
Decision Reference DRN-3561915
18 Jul 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3561915 The complaint Mr D and Miss J complain about errors and delays by Barclays Bank UK PLC when they applied for a mortgage. As a result, they missed the stamp duty holiday and paid stamp duty of about £7,500 in relation to their purchase. They ask that Barclays compensates them fo... (3 pages)View decision -
Decision Reference DRN-3594714
18 Jul 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3594714 The complaint Mr H is a sole trader. He complains that National Westminster Bank Plc (“NatWest”) twice cancelled and recalled funds it had provided him under the Bounce Back Loan Scheme. What happened Mr H banked with NatWest. He applied to the bank for a Bounce Back Loan of £2... (4 pages)View decision -
Decision Reference DRN-3600171
18 Jul 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3600171 The complaint Mr B complains that Monzo Bank Ltd allowed several transactions to be made through his account that he didn’t recognise causing him to enter an unauthorised overdraft. What happened Mr B hired a car from a merchant I’ll refer to as P and agreed to certain terms wh... (5 pages)View decision -
Decision Reference DRN-3173757
18 Jul 2022 Portafina Investment Management Limited UpheldPensions and AnnuitiesDRN-3173757 The complaint Miss G complains about the advice given by Portafina Investment Management Limited (‘Portafina’) to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). She says the advice was unsuitable f... (7 pages)View decision
