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-3552108
12 Jul 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3552108 The complaint Mr S complained about Monzo Bank Limited. He said a cash machine debited his account but didn’t dispense his money, but Monzo refused to refund him. What happened On 30 May 2021, Mr S contacted Monzo and disputed a transaction. He said he’d used a ca... (4 pages)View decision -
Decision Reference DRN-3569441
12 Jul 2022 Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. UpheldInsuranceDRN-3569441 The complaint Miss R is unhappy Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. (Telefonica) won’t replace her mobile phone after she tried to make a claim under her mobile phone insurance policy. What happened Miss R’s phone wouldn’t turn on, so she contacted Telef... (3 pages)View decision -
Decision Reference DRN-3588581
11 Jul 2022 Evergreen Finance London Limited UpheldConsumer CreditDRN-3588581 The complaint Mr S has complained that Evergreen Finance London Limited (Trading as “MoneyBoat”) provided him with two unaffordable loans. What happened MoneyBoat provided Mr S with two loans. Details are given below: Loan Capital amount Term Date taken Monthly instalment Date ... (4 pages)View decision -
Decision Reference DRN-3589682
11 Jul 2022 Quilter Financial Limited UpheldPensions and AnnuitiesDRN-3589682 The complaint Mr B complains an appointed representative of Quilter Financial Limited gave him unsuitable advice to move his pensions to a self-invested personal pension (SIPP) to invest in a high- risk investment. What happened Mr B says he received a cold call from a Mr W at ... (10 pages)View decision -
Decision Reference DRN-3463649
11 Jul 2022 Hartley Pensions Limited UpheldPensions and AnnuitiesDRN-3463649 The complaint Mr N’s complaint against Hartley Pensions Limited is about his Self Invested Personal Pension (SIPP). He has said: He is unhappy that Hartley Pensions is using the previous SIPP provider’s contract when that provider was found to have breached the Financial Servi... (7 pages)View decision -
Decision Reference DRN-3438295
11 Jul 2022 AWP Assistance UK Ltd UpheldInsuranceDRN-3438295 The complaint Miss R complains that AWP Assistance UK Ltd mis-sold her a travel insurance policy. What happened On 13 February 2020, Miss R took out an annual travel insurance policy through AWP, which was underwritten by an insurer I’ll call W. She says that she took out the p... (3 pages)View decision -
Decision Reference DRN-3214464
11 Jul 2022 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-3214464 The complaint Ms O and Mr S's complaint is about Liverpool Victoria Insurance Company Limited’s handling of a claim under the legal expenses section of their home insurance policy. Liverpool Victoria use claims-handlers to deal with claims and complaints on its behalf but ... (11 pages)View decision -
Decision Reference DRN-3455491
11 Jul 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3455491 The complaint Miss C complains that Barclays Bank UK PLC didn’t refund a payment she made to a merchant. What happened In May 2021, Miss C booked a modelling photoshoot for her brother with a company I’ll call “L”. She said that they had searched for modelling studios online be... (4 pages)View decision -
Decision Reference DRN-3586997
11 Jul 2022 TTR PT Limited UpheldConsumer CreditDRN-3586997 The complaint Mr J has complained about a course supplied and financed by TTR PT Limited (TTR). What happened Mr J signed up to a 2-year course with TTR in September 2019. The course cost around £2,400 and it was funded with a 3-year fixed sum loan agreement, also with TTR. Mr ... (6 pages)View decision -
Decision Reference DRN-3589142
11 Jul 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3589142 The complaint A company which I’ll refer to as ‘M’ complains that HSBC UK Bank Plc unfairly declined its application for a Bounce Back Loan. The complaint is brought on M’s behalf by its director, Mr S. What happened M wanted to apply for a Bounce Back Loan (BBL) with HSBC, but... (4 pages)View decision
