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 360264 results
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Decision Reference DRN-5327773
12 Feb 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5327773 The complaint Mr Z complains that Metro Bank PLC restricted and later closed his accounts without explaining why it had done so. Because he was abroad when the accounts were restricted, he had to return to the UK to resolve things, causing him distress and inconvenience and ... (3 pages)View decision -
Decision Reference DRN-5327368
12 Feb 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5327368 The complaint Mr M complains that a car that was supplied to him under a conditional sale agreement with Moneybarn No. 1 Limited, trading as Moneybarn, wasn’t of satisfactory quality. What happened A used car was supplied to Mr M under a conditional sale agreement with Money... (3 pages)View decision -
Decision Reference DRN-5327750
12 Feb 2025 Somerset Bridge Insurance Services Limited UpheldInsuranceDRN-5327750 The complaint Ms E complains that Somerset Bridge Insurance Services Limited (‘SBISL’) – trading as Vavista – is pursuing her for an outstanding balance after she cancelled her motor insurance. What happened Ms E had a motor insurance policy, taken out in March 2024 and arra... (3 pages)View decision -
Decision Reference DRN-5094493
12 Feb 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5094493 The complaint Miss D complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) ... (7 pages)View decision -
Decision Reference DRN-5327113
12 Feb 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5327113 The complaint Mr D complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In or around late 2012, Mr D was appro... (44 pages)View decision -
Decision Reference DRN-4741143
12 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4741143 The complaint Mr O complains that Monzo Bank Ltd (Monzo) won’t refund money he lost in an investment scam. What happened What Mr O says: Mr O received a message on WhatsApp from someone offering to set him up on a trading platform and provide him with a mentor who could teac... (6 pages)View decision -
Decision Reference DRN-5326589
12 Feb 2025 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-5326589 The complaint In summary, Miss W complains that Sainsbury’s Bank Plc, provided her with a credit card and credit limit increase that she wasn’t able to afford. The card was administered at the time of the application by another business on behalf of Sainsbury’s. As Sainsbury... (5 pages)View decision -
Decision Reference DRN-5054012
12 Feb 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5054012 The complaint Mr W is unhappy that a car supplied to him under a hire purchase agreement with Close Brothers Limited was of an unsatisfactory quality. What happened In June 2023, Mr W was supplied with a used car through a hire purchase agreement with Close Brothers. He pai... (3 pages)View decision -
Decision Reference DRN-5242132
12 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5242132 The complaint Mr R has complained that Aviva Insurance Limited (Aviva) unfairly declined a claim under his caravan insurance policy. What happened Mr R’s caravan was stolen from his business premises, where he said he was carrying out maintenance on it. So, he contacted Avi... (3 pages)View decision -
Decision Reference DRN-5278303
12 Feb 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5278303 The complaint Mrs M complains about AXA Insurance UK Plc (AXA) declining a claim under her home insurance policy for damage to a ceiling at her property during bad weather. References to AXA include their agents who administer the policy and assess claims. What happened At... (5 pages)View decision
