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 366873 results
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Decision Reference DRN-4652001
10 May 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4652001 The complaint Mr K has complained about a van he acquired under a conditional sale agreement with Moneybarn No.1 Ltd. What happened In August 2022 Mr K entered into a conditional sale agreement with Moneybarn to acquire a used van. The van was first registered in 2018 and had c... (4 pages)View decision -
Decision Reference DRN-4553587
10 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4553587 The complaint Miss P complains Monzo Bank Ltd didn’t do enough to protect her when she fell victim to a job scam. What happened Miss P, who has a representative, has an account with Monzo Bank and an account elsewhere. Miss P says she was looking for work when she received a me... (5 pages)View decision -
Decision Reference DRN-4750193
10 May 2024 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-4750193 The complaint Ms T is unhappy with the functionality of her prepaid travel card which was administered by Prepay Technologies Ltd. What happened Ms T opened a Prepay travel card to use while on holiday overseas. But while on holiday, several purchases Ms T attempted to make usi... (2 pages)View decision -
Decision Reference DRN-4790914
10 May 2024 Astrenska Insurance Limited UpheldInsuranceDRN-4790914 The complaint Mr F complains that Astrenska Insurance Limited (“Astrenska”) declined his claim for a lost mobile phone. He’s also unhappy with how it handled the claim. All references to Astrenska include its agents. What happened Mr F took out his mobile pho... (4 pages)View decision -
Decision Reference DRN-4716766
10 May 2024 Aviva Insurance Limited UpheldInsuranceDRN-4716766 The complaint Mr P complains about Aviva Insurance Limited’s handling of his home insurance claim. Aviva is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Aviva has accepted it is accountable for the actions of the... (4 pages)View decision -
Decision Reference DRN-4688022
10 May 2024 DAS Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-4688022 The complaint Mr A, trading as P, complains DAS Legal Expenses Insurance Company Limited turned down a claim he made on the legal defence section of his commercial legal protection policy. What happened In May 2023 Mr A contacted DAS via his broker seeking assistance in defendi... (3 pages)View decision -
Decision Reference DRN-4719446
10 May 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4719446 The complaint Mr R is unhappy with what Aviva Insurance Limited did after he made a claim on his legal expenses insurance policy. What happened In February 2018 Mr R contacted Aviva as he’d been unsuccessful in obtaining a job and wanted to pursue an Employment Tribunal (ET) cl... (6 pages)View decision -
Decision Reference DRN-4740893
10 May 2024 Larstal Limited Not upheldBanking and PaymentsDRN-4740893 The complaint X is unhappy that Larstal Limited, trading as Astropay, won’t reimburse an international transfer that they made to Astropay but which Astropay claim to have not received. What happened X instructed a transfer from their overseas bank account to Astropay. X initia... (2 pages)View decision -
Decision Reference DRN-4496003
10 May 2024 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-4496003 The complaint Mrs G complains about the quality of a used car that was supplied through a fixed sum loan agreement with CA Auto Finance UK LTD (CAF). Mrs G also believes that the agreement was mis-sold to her. What happened In January 2020, Mrs G acquired a used car through a f... (5 pages)View decision -
Decision Reference DRN-4729615
10 May 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4729615 The complaint Mr O complains about the service that Haven Insurance Company Limited (“Haven”) gave him and that it disposed of his car without his permission following a claim under his motor insurance policy. When I mention Haven I also mean its suppliers. What happened Mr O h... (3 pages)View decision
