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 366874 results
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Decision Reference DRN-4703522
9 May 2024 Fairmead Insurance Limited Not upheldInsuranceDRN-4703522 The complaint Mr and Mrs D complained that Fairmead Insurance Limited (“Fairmead”) didn’t fully settle their damage claim under their home insurance policy. What happened Mr and Mrs D made a claim when they suffered water damage within their home. Fairmead appointed a contracto... (2 pages)View decision -
Decision Reference DRN-4626703
9 May 2024 First Response Finance Ltd Not upheldConsumer CreditDRN-4626703 The complaint Mr D and Miss P complain that First Response Finance Ltd (“First Response”) unfairly entered into a hire purchase agreement (“agreement”) with them. They say that the monthly payments to this agreement were unaffordable given their circumstances at the time and th... (4 pages)View decision -
Decision Reference DRN-4761034
9 May 2024 Aviva Insurance Limited UpheldInsuranceDRN-4761034 The complaint Mr J complains about how Aviva Insurance Limited dealt with his claim against a group private medical insurance policy. What happened In summary, Mr J was covered by a group private medical insurance policy underwritten by Aviva. In June 2023, Mr J was diagnosed w... (4 pages)View decision -
Decision Reference DRN-4607377
9 May 2024 Nutmeg Saving and Investment Limited Not upheldPensions and AnnuitiesDRN-4607377 The complaint Mr E has complained that Nutmeg Saving and Investment Limited didn’t make it clear before he transferred his pension funds to it that, in order to enter flexi drawdown, he would need to receive advice from it. What happened In November 2022, Mr E transferred his p... (4 pages)View decision -
Decision Reference DRN-4664214
9 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4664214 The complaint Mrs K complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened Mrs K was the victim of a visa application scam. She was looking to apply to convert her brother’s student visa to a skilled worker visa, and a fri... (3 pages)View decision -
Decision Reference DRN-4527920
9 May 2024 Go Car Credit Limited Not upheldConsumer CreditDRN-4527920 The complaint Miss R complains that Go Car Credit Limited (“GCC”) lent to her irresponsibly. What happened GCC entered into a hire purchase agreement with Miss R in November 2021 for the purchase of a car. The cash price of the car was £13,850 and Miss R paid a deposit of £250.... (3 pages)View decision -
Decision Reference DRN-4615838
9 May 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4615838 The complaint Mr A complains that Nationwide Building Society required him to list his Nationality as “British” when he believes he should be given the option of putting “English” or not giving an answer. What happened When updating his data for telephone banking, Mr A was requ... (2 pages)View decision -
Decision Reference DRN-4673869
9 May 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4673869 The complaint Mr W is unhappy that Nationwide Building Society registered a Cifas marker against his name. Cifas is the UK’s fraud prevention agency. Mr W is also unhappy that Nationwide won’t disclose certain information to him. He wants the marker removed. What happened The b... (3 pages)View decision -
Decision Reference DRN-4728322
9 May 2024 Liverpool Victoria Financial Services Limited Not upheldInvestmentsDRN-4728322 The complaint Mrs P and Mr P complain that Liverpool Victoria Financial Services Limited applied incorrect charges to their Smoothed Managed Investment Bond. What happened Mrs P and Mr P invested into a Smoother Managed Bond with LV in September 2021 after receiving advice from... (2 pages)View decision -
Decision Reference DRN-4788835
9 May 2024 First Response Finance Ltd UpheldConsumer CreditDRN-4788835 The complaint Miss H complains that First Response Finance Ltd (FRFL) irresponsibly entered into a hire purchase agreement with her. She says she was struggling financially at the time. What happened In April 2020 FRFL provided Miss H with finance to purchase a used car. The ca... (5 pages)View decision
