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 362716 results
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Decision Reference DRN-4696063
28 Mar 2024 Tickmill UK LTD UpheldInvestmentsDRN-4696063 The complaint Mr P complains about the way Tickmill UK Ltd operated its trading platform. He complains that: He told Tickmill he wasn’t working when he opened his account. He lost all his deposit within a few days, around €70,000. He wasn’t provided with any specific risk in... (8 pages)View decision -
Decision Reference DRN-4376455
28 Mar 2024 Advantage Finance Ltd Not upheldConsumer CreditDRN-4376455 The complaint Mr T complains Advantage Finance Ltd (Advantage) irresponsibly entered into a hire purchase agreement because the repayments weren’t affordable or sustainable based on his financial circumstances at the time. What happened Mr T entered into the hire purchase agree... (4 pages)View decision -
Decision Reference DRN-4637779
28 Mar 2024 Astrenska Insurance Limited UpheldInsuranceDRN-4637779 The complaint Mr and Mrs R are unhappy with the way Astrenska Insurance Limited (trading as Collinson Insurance) dealt with a claim on their travel insurance policy. What happened Mr and Mrs R had a travel insurance policy underwritten by Astrenska Insurance Limited (Astrenska)... (3 pages)View decision -
Decision Reference DRN-4714704
28 Mar 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4714704 The complaint Miss S has complained about her motor insurer Advantage Insurance Company Limited because when she had a claim it settled it proportionately. What happened Miss S’s policy with Advantage renewed in June 2022. In May 2023 her car was stolen. Advantage accepted the ... (5 pages)View decision -
Decision Reference DRN-4605632
28 Mar 2024 Aviva Insurance Limited UpheldInsuranceDRN-4605632 The complaint Mr B and Mrs B complain about Aviva Insurance Limited’s decision to decline a claim under their legal expenses insurance (LEI) policy. Any reference to Aviva includes the actions of its agents. Because Mr B has been leading on this complaint, for ease, I’ve referr... (4 pages)View decision -
Decision Reference DRN-4559275
28 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4559275 The complaint Miss P complains that Revolut Ltd did not refund a series of payments she lost to a scam. What happened Miss P was contacted by an individual who gave her a job opportunity. She was able to work remotely and would have to finish a set number of tasks before she co... (2 pages)View decision -
Decision Reference DRN-4714777
28 Mar 2024 Grattan Plc Not upheldConsumer CreditDRN-4714777 The complaint Miss H is unhappy with her catalogue shopping account from Look Again, who is a trading name of Grattan plc. For the purposes of this decision, I have referred to Grattan throughout as it is accountable for the actions of Look Again. Miss H complains that Grattan ... (3 pages)View decision -
Decision Reference DRN-4713684
28 Mar 2024 Valleys Finance Limited UpheldConsumer CreditDRN-4713684 The complaint Mr H complains that Valleys Finance Limited (“Valleys”) gave him loans which he couldn’t afford to repay. Mr H says he had to take other loans and use credit cards in order to make ends meet. What happened A summary of Mr H’s borrowing can be found in the table be... (7 pages)View decision -
Decision Reference DRN-4699774
28 Mar 2024 National Westminster Bank Plc Not upheldMortgagesDRN-4699774 The complaint Mr and Mrs C complain about the way National Westminster Bank Plc (“NatWest”) has managed their mortgage. What happened Mr and Mrs C have a joint mortgage with NatWest. The mortgage is a NatWest One Account offset mortgage. When they got the mortgage in 2008 the m... (3 pages)View decision -
Decision Reference DRN-4666676
28 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4666676 The complaint Miss M complains that Monzo Bank Ltd acted irresponsibly and failed to carry out proper checks prior to approving an overdraft. What happened Miss M was provided with a £1,000 overdraft on 11 August 2022. She says that the overdraft was unaffordable and that she h... (2 pages)View decision
