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 364862 results
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Decision Reference DRN-4438150
25 Mar 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4438150 The complaint Mr J complains that Wise Payments Limited trading as Wise won’t refund the money he lost after he fell victim to an authorised push payment (“APP) scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here... (3 pages)View decision -
Decision Reference DRN-4268818
25 Mar 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4268818 The complaint Mrs S complains that she suffered a loss as a result of Aviva Life and Pensions UK Limited’s (Aviva) management of her pension and poor customer service. What happened Mrs S transferred the pension scheme she had with her employer to Aviva in 2011. Based on the ma... (3 pages)View decision -
Decision Reference DRN-4696519
25 Mar 2024 Mortgage Excellence Limited Not upheldMortgagesDRN-4696519 The complaint Mr and Mrs M complain that Mortgage Excellence Plc, under its then trading name of Police Mutual, delayed in arranging their new mortgage, which caused them financial loss. Mortgage Excellence Plc is now known as Mortgage Excellence Limited. What happened Mr and M... (4 pages)View decision -
Decision Reference DRN-4325136
25 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4325136 The complaint Mrs S complains National Westminster Bank Plc (“NatWest”) did not freeze interest on her overdraft after she says they told her they would. What happened Mrs S says she called NatWest in January 2023 to say she was in financial difficulties and needed help. She s... (2 pages)View decision -
Decision Reference DRN-4699919
25 Mar 2024 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4699919 The complaint Miss G complains that Shop Direct Finance Company Limited acted irresponsibly in offering her a catalogue shopping account that was unaffordable for her. What happened Miss G opened an account with Shop Direct under its very brand in October 2017. It was initially... (4 pages)View decision -
Decision Reference DRN-4655788
25 Mar 2024 Scottish Widows Limited Not upheldInsuranceDRN-4655788 The complaint Mr T complains that Scottish Widows Limited have been charging too much for his increasing income protection plan. What happened As the background to this complaint is known by both parties I’ll only provide an overview of what happened. Mr T took out an income pr... (3 pages)View decision -
Decision Reference DRN-4442809
25 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4442809 The complaint Mr C complains that Monzo Bank Ltd (“Monzo”) won’t refund over £20,000 he lost to an employment scam in May 2023. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will focus on giving the reasons for... (2 pages)View decision -
Decision Reference DRN-4325938
25 Mar 2024 Covea Insurance plc Not upheldInsuranceDRN-4325938 The complaint A, a limited company, complains that Covea Insurance plc won’t accept a claim made under their property owners insurance in full. A is represented by Mrs G, one of their directors. What happened A holds a property owners policy which is underwritten by Covea. The ... (2 pages)View decision -
Decision Reference DRN-4689368
25 Mar 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4689368 The complaint Mr and Mrs G complain Aviva Insurance Limited trading as Quotemehappy.com (“Aviva”) unfairly declined a claim they made for damage under their home insurance policy. What happened Mr and Mrs G made a claim for damage under their home insurance policy. A kitchen ca... (2 pages)View decision -
Decision Reference DRN-4704965
25 Mar 2024 Atom Bank PLC Not upheldMortgagesDRN-4704965 The complaint Mr N complains that Atom Bank PLC trading as Atom Bank incorrectly recorded a marker against him on a fraud prevention database in connection with a mortgage application submitted in his name. Mr N says he was the victim of impersonation fraud and Atom should remo... (3 pages)View decision
