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-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 -
Decision Reference DRN-5295805
30 Jan 2025 Santander UK Plc UpheldMortgagesDRN-5295805 The complaint Mr R and Ms R complain that Santander UK Plc unfairly added legal fees to the redemption statement on their mortgage account. What happened Mr R and Ms R have a mortgage with Santander. The term ended in April 2021 and was extended. Santander says that after be... (3 pages)View decision -
Decision Reference DRN-5293705
30 Jan 2025 London and Country Mortgages Ltd UpheldMortgagesDRN-5293705 The complaint Mr F complains that London and Country Mortgages Ltd trading as L&C Mortgages did not treat him fairly when it gave him mortgage advice. What happened In April 2023, L&C gave Mr F mortgage advice. But there was a delay in buying the property he wanted b... (4 pages)View decision -
Decision Reference DRN-4783345
30 Jan 2025 Covea Insurance plc UpheldInsuranceDRN-4783345 The complaint T, a limited company, complains Covea Insurance plc (Covea) unfairly declined a claim for subsidence made under their buildings insurance policy. Any references to Covea includes their agents. T is represented by a managing agent who I’ll refer to as A. What ... (2 pages)View decision -
Decision Reference DRN-5190270
30 Jan 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5190270 The complaint Mr M complains about Admiral Insurance (Gibraltar) Limited’s (“Admiral”) decision to treat his car as a total loss, and its subsequent valuation, following damage sustained in an accident, under his motor insurance policy. What happened In January 2024 Mr M’s c... (4 pages)View decision -
Decision Reference DRN-5212106
30 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5212106 The complaint Miss R complains that her Monzo Bank Ltd debit card didn’t work during August 2024 and September 2024. She says she had to transfer funds to her her savings account as a result. What happened Miss R says she had been experiencing issues with her debit card from... (3 pages)View decision
