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 370149 results
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Decision Reference DRN-4818422
30 May 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4818422 The complaint Mr G complains that Metro Bank PLC (Metro) won’t refund money he lost in an impersonation scam. What happened What Mr G says: Mr G says he went online to book two flight tickets to Jamaica – to travel on 6 January 2023. These were booked over the phone on 19 Decem... (4 pages)View decision -
Decision Reference DRN-4822383
30 May 2024 ONMO Limited UpheldBanking and PaymentsDRN-4822383 The complaint Mr F complains that ONMO Limited doesn’t have adequate systems in place to allow contact and so he couldn’t change his payment date which resulted in him incurring fees. He says the complaint raised wasn’t correctly recorded and even though he asked for his paymen... (3 pages)View decision -
Decision Reference DRN-4812318
30 May 2024 Valour Finance Limited UpheldConsumer CreditDRN-4812318 The complaint Mr P complains that Valour Finance Limited trading as Savvy.co.uk (“Valour”) didn’t carry out sufficient affordability checks before it lent to him. What happened Mr P was advanced one loan of £750 on 18 February 2023 and he was due to make 52 weekly payments of £... (4 pages)View decision -
Decision Reference DRN-4747853
30 May 2024 First Complete Ltd Not upheldInsuranceDRN-4747853 The complaint Mr B and Mrs B complain about how First Complete Ltd trading as PRIMIS Mortgage Network (PRIMIS) incorrectly recorded date of birth and occupation details under their home insurance policy. References to PRIMIS include their agents who administer the policy and as... (4 pages)View decision -
Decision Reference DRN-4806516
30 May 2024 esure Insurance Limited UpheldInsuranceDRN-4806516 The complaint Mr S complains esure Insurance Limited (esure) caused delays after he made a claim on his motor insurance policy. He also said it unfairly settled his claim after his car was found to be a total loss. esure are the underwriters of this policy i.e. the insurer. Par... (4 pages)View decision -
Decision Reference DRN-4798892
30 May 2024 FirstRand Bank Limited Not upheldConsumer CreditDRN-4798892 Complaint Ms L complains that FirstRand Bank Limited (trading as “MotoNovo” Finance) unfairly entered into a hire-purchase agreement with her. She’s said the payments to her agreement were unaffordable. Background In July 2018, MotoNovo provided Ms L with finance for a used car... (3 pages)View decision -
Decision Reference DRN-4798857
30 May 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4798857 The complaint Miss M complains that Tesco Personal Finance PLC trading as Tesco Bank was irresponsible in its lending to her and didn’t give her the information she needed before providing her with a loan. She wants all interest and charges refunded along with statutory interes... (4 pages)View decision -
Decision Reference DRN-4821449
30 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4821449 The complaint Mr F complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost after falling victim to a scam. What happened Mr F’s complaint has been brought by a professional representative. As the account is in Mr F’s name, I’ll refer to him throughout the decisio... (5 pages)View decision -
Decision Reference DRN-4763374
30 May 2024 Aviva Insurance Limited UpheldInsuranceDRN-4763374 The complaint Miss M has complained about her motorhome insurer Aviva Insurance Limited because it declined her claim when her motorhome, her primary vehicle, was stolen. What happened Miss M has a policy with Aviva for her motorhome. The policy’s statement of fact says the mot... (5 pages)View decision -
Decision Reference DRN-4622339
29 May 2024 Storrar Crane Ltd UpheldInvestmentsDRN-4622339 The complaint Mr S brings this complaint as a representative for all of the executors of the estate of the late Mr C. He says that an appointed representative adviser of Storrar Crane Ltd misadvised Mr C and his wife into taking out an investment bond in 2021 which presented to... (8 pages)View decision
