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 369227 results
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Decision Reference DRN-4771614
9 Aug 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4771614 The complaint Mrs D complains AXA Insurance UK Plc unfairly declined a claim she made on her home insurance policy for damage caused by an escape of water. Mrs D has been represented during the claim and complaint, but for ease, I’ve referred to all actions and comments as b... (3 pages)View decision -
Decision Reference DRN-4455043
9 Aug 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4455043 The complaint Mr H is unhappy with the response from The Co-operative Bank Plc (Co-op), following a complaint he made. What happened In 2011 Mr H purchased solar panels. He says he was told at the time that the panels would provide an income from the Feed in Tariff (FIT) pa... (2 pages)View decision -
Decision Reference DRN-4534521
9 Aug 2024 Motors Insurance Company Limited UpheldInsuranceDRN-4534521 The complaint Mr V is unhappy with the service provided by Motors Insurance Company Limited (MICL) following a claim made on his cosmetic repair insurance policy. What happened Mr V purchased a cosmetic repair insurance policy for his car. The cover started in January 2023,... (4 pages)View decision -
Decision Reference DRN-4778301
9 Aug 2024 Valour Finance Limited UpheldConsumer CreditDRN-4778301 The complaint Mr H complains about the actions of Valour Finance Limited, trading as Savvy.co.uk (“Savvy”) in relation to a debt he has with them. He says they have been unreasonable and have harassed him. What happened Mr H took out a loan with Savvy in September 2023 and w... (2 pages)View decision -
Decision Reference DRN-4786373
9 Aug 2024 Totemic Limited Not upheldConsumer CreditDRN-4786373 The complaint Mr R is unhappy that Totemic Limited trading as PayPlan will not write off his outstanding debts due to ill health. What happened Mr R is unhappy with the way that PayPlan has administered his account. Mr R says that the medical reports he supplied to PayPlan a... (3 pages)View decision -
Decision Reference DRN-4957650
9 Aug 2024 Avantia Insurance Limited Not upheldInsuranceDRN-4957650 The complaint Mrs R is unhappy with the way Avantia Insurance Limited trading as HomeProtect (Avantia) sold her home insurance policy. What happened Mrs R held a home insurance policy which she purchased through Avantia in January 2023. Shortly after this, Mrs R’s property ... (4 pages)View decision -
Decision Reference DRN-4782809
9 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4782809 Complaint Mr C is unhappy that Monzo Bank Ltd didn’t refund him after he fell victim to a scam. Background The background to this case is well known to the parties so I only intend to summarise it briefly here. In September 2023, Mr C fell victim to a scam. A friend of his r... (3 pages)View decision -
Decision Reference DRN-4957364
9 Aug 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4957364 The complaint Mrs R is unhappy with the amount AXA Insurance UK Plc offered in settlement of a claim she made for stolen contents after her home was burgled. What happened Mrs R held a home insurance policy with AXA which was incepted in January 2023. Shortly after this, Mr... (3 pages)View decision -
Decision Reference DRN-4764896
9 Aug 2024 Zempler Bank Limited UpheldBanking and PaymentsDRN-4764896 The complaint P, a limited company, complains that Zempler Bank Limited (trading as Cashplus Bank) didn’t do enough to stop them falling victim to an email intercept scam. P is represented by a director, Mr O. What happened The background to this complaint is known to both... (4 pages)View decision -
Decision Reference DRN-4883029
9 Aug 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4883029 The complaint Mr R, via a representative, complains that Revolut Ltd (“Revolut”) have failed to refund the money he lost as part of a fake job scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instea... (3 pages)View decision
