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 369228 results
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Decision Reference DRN-5010698
26 Nov 2024 Motability Operations Limited Not upheldConsumer CreditDRN-5010698 The complaint Mrs R is unhappy that Motability Operations Limited (‘Motability’) changed the insurer on a car they had supplied to her under a hire agreement. What happened In October 2020, Mrs R was supplied with a car through a hire agreement with Motability. She paid an ... (3 pages)View decision -
Decision Reference DRN-5116725
26 Nov 2024 Ageas Insurance Limited Not upheldInsuranceDRN-5116725 The complaint Mr B complains that Ageas Insurance Limited (“Ageas”) failed to amend a claim record when instructed to do so by this service, and unfairly added a further amount to this same record under his motor insurance policy. What happened Mr B notified Ageas of an inci... (3 pages)View decision -
Decision Reference DRN-5134258
26 Nov 2024 Black Horse Limited Not upheldConsumer CreditDRN-5134258 The complaint Miss K complains that Black Horse Limited was irresponsible in its lending to her. She wants all interest, fees and charges paid under the hire purchase agreement refunded along with interest and any adverse information removed from her credit file. Miss K is r... (3 pages)View decision -
Decision Reference DRN-5138308
26 Nov 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-5138308 The complaint Mrs K is unhappy that Metro Bank PLC have been unable to locate a cash deposit her husband made into one of Metro’s machines. What happened Mrs K’s husband visited a Metro branch and deposited approximately £720, mostly in coins, into a Metro machine using Mrs ... (2 pages)View decision -
Decision Reference DRN-5172092
26 Nov 2024 AXA PPP Healthcare Limited UpheldInsuranceDRN-5172092 The complaint Mr P complains AXA PPP Healthcare Limited (AXA) provided him with insufficient information about his cover options at renewal, causing him to pay a higher policy premium. What happened Mr P held private medical insurance underwritten by AXA for a number of year... (3 pages)View decision -
Decision Reference DRN-4985203
26 Nov 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4985203 The complaint Mr and Mrs R complain that Accredited Insurance (Europe) Ltd (“Accredited”) unfairly declined their claim for a garden wall that was damaged during a storm, under their home buildings insurance policy. What happened On 21 January 2024 Mr and Mrs R’s garden wall... (3 pages)View decision -
Decision Reference DRN-4961059
26 Nov 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-4961059 The complaint Mr P complains that The Prudential Assurance Company Limited failed to provide accurate information to him about his retirement options and delayed following his instructions. What happened Mr P had two personal pension plans with Prudential. Prudential wrote ... (6 pages)View decision -
Decision Reference DRN-4623080
26 Nov 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4623080 Complaint Mr P is unhappy that Bank of Scotland plc trading as Halifax didn’t reimburse him after he told it he’d fallen victim to a scam. Background In July 2023, Mr P fell victim to a scam after he invested his money with a company I'll refer to as B. He says he heard... (3 pages)View decision -
Decision Reference DRN-4975072
26 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4975072 The complaint Mrs M complains that Monzo Bank Ltd (“Monzo”) didn’t do enough to protect her when she fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again in full here. Instead, I’ll summarise what hap... (3 pages)View decision -
Decision Reference DRN-4907142
26 Nov 2024 PayPal UK Ltd UpheldBanking and PaymentsDRN-4907142 The complaint Mr M complained because PayPal UK Ltd refused to refund him for a transaction he didn’t make. He also complained about the service he’d received. What happened In late January 2024, a payment of £100 to a perfume retailer debited Mr M’s PayPal account. Mr M sa... (3 pages)View decision
