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 121668 results
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Decision Reference DRN-5296852
30 Jan 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5296852 The complaint Mrs L complains that AXA Insurance UK Plc (“AXA”) unfairly recorded her at-fault for an accident claim under her motor insurance policy. What happened In December 2023 Mrs L was involved in a car accident. She contacted AXA and received a letter that told her s... (3 pages)View decision -
Decision Reference DRN-5241815
30 Jan 2025 The Claims Experts Ltd UpheldClaims ManagementDRN-5241815 The complaint Miss G complains about The Claims Experts Ltd trading as Impakt Claims (“Impakt”) and the success fee they invoiced her following her successful claim for mis-sold lending. What happened The claim and complaint circumstances are well known to both parties. So, ... (3 pages)View decision -
Decision Reference DRN-5241807
30 Jan 2025 The Claims Experts Ltd UpheldClaims ManagementDRN-5241807 The complaint Mr C complains about The Claim Experts Ltd trading as Impakt Claims (“Impakt”) and the success fee they invoiced him following his successful claim for mis-sold lending. What happened The claim and complaint circumstances are well known to both parties. So, I d... (3 pages)View decision -
Decision Reference DRN-5187455
30 Jan 2025 OneSavings Bank Plc UpheldMortgagesDRN-5187455 The complaint Mr and Mrs K’s complaint is about the administration of their mortgage account by OneSavings Bank plc trading as Kent Reliance Property Loans (and referred to here as KRPL). Following a decision dated 29 January 2025 explaining which parts of the complaint I c... (4 pages)View decision -
Decision Reference DRN-5293168
30 Jan 2025 Ludlow Wealth Management Group Ltd UpheldPensions and AnnuitiesDRN-5293168 The complaint Mrs W complains that Ludlow Wealth Management Group Ltd trading as Ludlow & Co gave her unsuitable advice when they mis-sold her Freestanding Additional Voluntary Contribution (FSAVC) plan. She also said it failed to properly assess her attitude towards inv... (6 pages)View decision -
Decision Reference DRN-5296343
30 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5296343 The complaint Mr A complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded him the money he lost in a scam. What happened I’m not going to cover all the points raised in detail. The view of 8 October 2024 covered the details of Mr A’s testimony and timeline of the transacti... (5 pages)View decision -
Decision Reference DRN-5287241
30 Jan 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5287241 The complaint Miss W is unhappy with the way Watford Insurance Company Europe Limited (Watford) handled the repair of her vehicle after she made a claim on her motor insurance policy. What happened The details of this complaint will be well known to both parties so I’ve summ... (4 pages)View decision -
Decision Reference DRN-5198921
30 Jan 2025 Sesame Limited UpheldPensions and AnnuitiesDRN-5198921 The complaint Mr W complains that Sesame Limited (Sesame) mis-sold him a Free Standing Additional Voluntary Contribution (FSAVC) pension plan causing him losses. He wants compensation for his losses. Mr W is represented in his complaint by a claims management company (CMC) ... (5 pages)View decision -
Decision Reference DRN-5289549
30 Jan 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5289549 The complaint Mr C complains that Mitsubishi HC Capital UK Plc, trading as Novuna Personal Finance, irresponsibly lent to him. What happened Mr C took out a 60-month fixed term loan for £9,500 from Novuna on 10 March 2023. The monthly repayments were £282.51 and the total r... (3 pages)View decision -
Decision Reference DRN-5296051
30 Jan 2025 esure Insurance Limited UpheldInsuranceDRN-5296051 The complaint Mr H complains that esure Insurance Limited (“esure”) unfairly reduced its settlement payment due to a motoring conviction - and valued his car below its market value after it was stolen under his motor insurance policy. What happened Mr H’s car was stolen in ... (5 pages)View decision
