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 122183 results
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Decision Reference DRN-5217397
3 Feb 2025 Adrian Flux Insurance Services Group UpheldInsuranceDRN-5217397 The complaint Mr J complains about the way Adrian Flux Insurance Services Group (“AFIS”) administered his motor insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the background: Mr J took out a motor insurance policy with AFIS, an ind... (4 pages)View decision -
Decision Reference DRN-5303926
3 Feb 2025 Amtrust Europe Limited UpheldInsuranceDRN-5303926 The complaint Mrs H and Mr H complain that Amtrust Europe Limited have declined their claim for subsidence and applied a retrospective exclusion to their policy. What happened Mrs H and Mr H have held a buildings and contents policy with AEL since 2016 for a property that th... (5 pages)View decision -
Decision Reference DRN-5248380
3 Feb 2025 Plata Finance Limited UpheldConsumer CreditDRN-5248380 The complaint Mr S complains that Plata Finance Limited, lent to him irresponsibly and without carrying out proper affordability checks. What happened In June 2024 Plata approved a loan of £7,500 for Mr S, which was scheduled to be repaid at just over £225 per month over a t... (4 pages)View decision -
Decision Reference DRN-5120865
3 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5120865 The complaint Mrs M complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds she lost when she fell victim to a scam. What happened Mrs M says that she received information from a recruiter about a job role with a company I’ll call R in this decision. She then recei... (5 pages)View decision -
Decision Reference DRN-5207215
3 Feb 2025 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5207215 The complaint Mr W complains about the way Accelerant Insurance Europe SA/NV UK Branch handled a claim he made on his home insurance policy. What happened In November 2021 Mr W made a claim for damage caused by a leak in his property. Accelerant accepted the claim and it was... (3 pages)View decision -
Decision Reference DRN-5302755
3 Feb 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5302755 The complaint Mr R complains, through a representative, that in 2012, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence on his introducer and selected investment when it accepted his se... (33 pages)View decision -
Decision Reference DRN-5297007
3 Feb 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5297007 The complaint Mr and Mrs R complain that Barclays Bank UK PLC has overcharged them interest on their buy to let mortgage because it failed to implement a new application and interest rate. They also complain about how Barclays has communicated with them, and that it has sent... (8 pages)View decision -
Decision Reference DRN-5304105
3 Feb 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5304105 Complaint Mrs J complains that Moneybarn No.1 Ltd (trading as “Moneybarn”) unfairly entered into a conditional sale agreement with her. She’s said the monthly payments were unaffordable and so she shouldn’t have been lent to. Background In June 2015, Moneybarn provided Mrs ... (6 pages)View decision -
Decision Reference DRN-4987039
3 Feb 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-4987039 The complaint A company, which I’ll refer to as D, complains that PayPal UK Ltd has refused to provide it with the ability to make withdrawals from its account in Euros. Ms L, a director of D, brings the complaint on D's behalf. An employee of D has represented D in i... (2 pages)View decision -
Decision Reference DRN-5273682
3 Feb 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5273682 The complaint Ms B and Mr B have complained about Advantage Insurance Company Limited’s handling of a liability dispute during a claim made under their motor insurance policy. What happened Mr B is the policyholder of a motor insurance policy, underwritten by Advantage, und... (2 pages)View decision
