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 128312 results
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Decision Reference DRN-3833506
31 Jan 2023 Highway Insurance Company Limited UpheldInsuranceDRN-3833506 The complaint Mr S has complained about the way his motor insurer, Highway Insurance Company Limited (“Highway”) dealt with a claim he made on his policy including the delays he experienced in his car being repaired and in him being provided with a courtesy car. All references ... (4 pages)View decision -
Decision Reference DRN-3879810
31 Jan 2023 Fluent Mortgages Limited UpheldMortgagesDRN-3879810 The complaint Mr R applied to remortgage his home through a broker, Fluent Mortgages Limited. He complains that his mortgage offer was withdrawn, but Fluent never told him this. Mr R said he turned down a comparable offer at the time, and he’s paying much more interest now. Wha... (3 pages)View decision -
Decision Reference DRN-3830735
31 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3830735 The complaint Miss C complains that Monzo Bank Ltd (Monzo) won’t refund a transaction on her account which she didn’t make. What happened The details of this complaint are well known to both parties. So rather than repeat them all again here, I’ll briefly summarise the key poin... (3 pages)View decision -
Decision Reference DRN-3778588
31 Jan 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3778588 The complaint Mr B complains to Gallium Fund Solutions Limited about a bond he in invested into in 2017. He says he was incorrectly informed the bond was a low/medium risk investment that was regulated by the Financial Conduct Authority (FCA). Mr B also says he was misinformed ... (5 pages)View decision -
Decision Reference DRN-3920315
31 Jan 2023 Everyday Lending Limited UpheldConsumer CreditDRN-3920315 The complaint Ms C complains that Everyday Lending Limited trading as Everyday Loans irresponsibly agreed a loan for her and didn’t treat her fairly when she fell into arrears. What happened EDL agreed a loan of £1,500 for Ms C in September 2021. The total amount owed was £3,68... (4 pages)View decision -
Decision Reference DRN-3885826
31 Jan 2023 First Complete Ltd UpheldMortgagesDRN-3885826 The complaint Ms M complains that the advisor who was managing her mortgage application through First Complete Ltd trading as PRIMIS Mortgage Network (“First Complete”) failed to respond to her requests for contact for some time, so she missed out on a lower interest rate. What... (4 pages)View decision -
Decision Reference DRN-3880419
31 Jan 2023 Aviva Insurance Limited UpheldInsuranceDRN-3880419 The complaint Miss K complains about Aviva Insurance Limited’s handling of her Buildings Insurance claim. All references to Aviva also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. In... (1 page)View decision -
Decision Reference DRN-3749349
31 Jan 2023 Openwork Limited UpheldInvestmentsDRN-3749349 The complaint Ms S (both on her own behalf and on behalf of the estate of the late Mr S) complains about the acts of Mr J. She says she and Mr S believed they were investing money through Mr J (on Mr J’s advice) but it’s now clear Mr J kept most of the money himself. She says O... (17 pages)View decision -
Decision Reference DRN-3631467
31 Jan 2023 AM Marketing Group Ltd UpheldConsumer CreditDRN-3631467 The complaint Miss W complains that Semita Group Limited (Semita) terminated her agreement without warning and collected her vehicle whilst her personal possessions were inside. What happened In September 2020 Miss W acquired a car though a hire agreement with Semita. Miss W sa... (4 pages)View decision -
Decision Reference DRN-3845756
31 Jan 2023 Lendable Ltd UpheldConsumer CreditDRN-3845756 The complaint Miss S complains that Lendable Ltd lent to her when she could not afford it. She says it was irresponsible in its lending decisions. What happened Miss S took two loans from Lendable and here is a summary. The second loan ran concurrently with the first and the in... (6 pages)View decision