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-3375991
30 Mar 2022 BUPA Insurance Limited UpheldInsuranceDRN-3375991 The complaint Mr C complains that BUPA Insurance Limited (Bupa) turned down his private medical insurance claim. What happened Mr C was covered under his former employer’s private medical insurance group scheme with Bupa. When he changed jobs, he took out an individual policy w... (3 pages)View decision -
Decision Reference DRN-3403867
30 Mar 2022 Zopa Limited UpheldConsumer CreditDRN-3403867 Complaint Mrs S says that Zopa Limited (“Zopa”) unfairly refused to change the date for her monthly loan repayment and unfairly recorded adverse information on her credit file. Background and my provisional decision of 18 March 2022 One of our investigators looked into Mrs S’ c... (5 pages)View decision -
Decision Reference DRN-3393286
30 Mar 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3393286 The complaint R, a limited company, complains HSBC UK Bank Plc delayed progressing an application for a business account, and then unfairly refused to provide an account without saying why. R says it lost out on investment opportunities for which it wants to be compensated. Wha... (3 pages)View decision -
Decision Reference DRN-3344728
30 Mar 2022 Next Risk Solutions Limited UpheldInsuranceDRN-3344728 The complaint Mr C complains that, when he cancelled his car insurance policy, he didn’t receive a refund in line with what he was told by Next Risk Solutions Limited (trading as Quote Detective) at the point of sale. What happened In January 2021, Mr C took out a car insurance... (3 pages)View decision -
Decision Reference DRN-3393940
30 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3393940 The complaint Mrs L complains that NewDay Ltd, trading as Aqua (NewDay) lent to her irresponsibly when they agreed a credit card for her and then continued to increase the credit limit on several occasions. What happened I issued a provisional decision to both parties on 1 Marc... (7 pages)View decision -
Decision Reference DRN-3323365
30 Mar 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3323365 The complaint Mr P is unhappy that Monzo Bank Ltd won’t refund the money he’s lost to a fraudster. What’s happened? In May 2021, Mr P noticed some suspicious activity on his Monzo account. He was reporting it to Monzo using its online chat function when he received a telephone ... (3 pages)View decision -
Decision Reference DRN-3399338
30 Mar 2022 Startline Motor Finance Limited UpheldConsumer CreditDRN-3399338 The complaint Mr R has complained that STARTLINE MOTOR FINANCE LIMITED (‘Startline’) has recorded a default on his credit file and registered a marker against him at CIFAS – the national fraud database. What’s happened? Mr R entered into a hire purchase agreement with Startline... (6 pages)View decision -
Decision Reference DRN-3377231
30 Mar 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3377231 Complaint Miss W has complained about a loan AvantCredit of UK, LLC (“Avant Credit”) provided to her. She says the loan was provided at a time when she was already struggling and couldn’t afford the payments. Background Avant Credit provided Miss W with a loan for £5,000.00 in ... (3 pages)View decision -
Decision Reference DRN-3317511
30 Mar 2022 Brightside Insurance Services Limited UpheldInsuranceDRN-3317511 The complaint Ms J has complained about Brightside Insurance Services Limited trading as Brightside. She isn’t happy about the way it cancelled her van insurance policy. What happened Ms J took out a van insurance policy through Brightside. Although she was fully up to date wit... (2 pages)View decision -
Decision Reference DRN-3373417
29 Mar 2022 PayrNet Limited UpheldBanking and PaymentsDRN-3373417 The complaint Miss H complains PayrNet Limited reviewed her PayrNet account and hasn’t returned money paid into her account to her. She says this caused her financial problems. What happened Miss H had a Pockit account. Miss H received her usual Department for Work and Pensions... (3 pages)View decision
