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 365917 results
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Decision Reference DRN-4983620
30 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4983620 The complaint Mr A is unhappy Monzo Bank Ltd didn’t intervene on payments he sent to a scammer. He says Monzo ought to have flagged the transactions as suspicious, and had it intervened the loss would have been prevented. What happened In November 2023 Mr A was tricked into ... (3 pages)View decision -
Decision Reference DRN-4858313
30 Sep 2024 AXIS Specialty Europe SE Not upheldInsuranceDRN-4858313 The complaint Mrs P has complained about AXIS Specialty Europe SE’s (AXIS) decision to decline a claim made for storm damage made under her commercial property insurance policy. Any references to AXIS include its agents. Mrs P is represented by Mr W. What happened In Novem... (3 pages)View decision -
Decision Reference DRN-4992617
30 Sep 2024 Nvayo Limited UpheldBanking and PaymentsDRN-4992617 The complaint Mr T complains Nvayo Systems Ltd (“Nvayo”) trading as Club Swan hasn’t returned money he deposited into his account. Mr T wants his money released. What happened Mr T has a Club Swan account. In July 2023, he tried to make a withdrawal from his account. Mr T h... (4 pages)View decision -
Decision Reference DRN-4500852
30 Sep 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4500852 The complaint Mr M and the estate of Mrs M are unhappy with the support they received from Inter Partner Assistance SA. What happened Mr and Mrs M were on holiday and were going on a tour. They were involved in a car accident and Mrs M sustained serious injuries which left h... (8 pages)View decision -
Decision Reference DRN-4798900
30 Sep 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4798900 The complaint Mr B complains that Clydesdale Financial Services Limited (trading as Barclays Partner Finance) (‘BPF’) didn’t fairly or reasonably deal with claims under ss. 75 and 140A of the Consumer Credit Act 1974 (the ‘CCA’) in relation to the purchase of a timeshare in ... (5 pages)View decision -
Decision Reference DRN-4741710
30 Sep 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4741710 The complaint Mrs M complains about Advantage Insurance Company Limited letting her know they were intending to cancel her motor insurance policy. What happened The background to this complaint is well known to Mrs M and Advantage. In my decision, I’ll focus mainly on giving... (4 pages)View decision -
Decision Reference DRN-5039160
30 Sep 2024 Interactive Investor Services Limited Not upheldPensions and AnnuitiesDRN-5039160 The complaint Mrs F has complained about a transfer of her Alliance Trust Savings (ATS) self-invested personal pension (SIPP) to an occupational pension scheme, the Focusplay Retirement Benefit Scheme (“the Scheme”) in April 2015. The Scheme has been suspected of being invol... (16 pages)View decision -
Decision Reference DRN-5050861
30 Sep 2024 Great Lakes Insurance SE UpheldInsuranceDRN-5050861 The complaint Mrs and Mr B complain that Great Lakes Insurance SE declined their travel insurance claim. My references to Great Lakes include its agents. What happened Mrs and Mr B had a Gold level annual multi-trip travel insurance policy insured by Great Lakes. They were d... (4 pages)View decision -
Decision Reference DRN-5042013
30 Sep 2024 AIG Life Limited UpheldInsuranceDRN-5042013 The complaint Ms P’s complained that AIG Life Limited unfairly declined her critical illness claim after she was treated for a type of cancer What happened In 2016, Ms P bought a life and critical illness policy from AIG. The policy provides £100,000 cover in the event of h... (4 pages)View decision -
Decision Reference DRN-5050393
30 Sep 2024 TIDE PLATFORM LTD UpheldBanking and PaymentsDRN-5050393 The complaint N, a limited company, complains that Tide Platform Ltd won’t refund them in full for funds they lost due to a scam. What happened N is represented by its director, Mr R. I understand the facts of this case are largely not in dispute, so I shall cover them only... (6 pages)View decision
