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 365360 results
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Decision Reference DRN-4688345
19 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4688345 The complaint Ms P complains about Monzo Bank Ltd’s response to her request for help in recovering a payment she made to a third party. What happened On 28 February Ms P was online organising a riding lesson with a third party “S”. She paid S £35 from her Monzo account. But whi... (4 pages)View decision -
Decision Reference DRN-4679525
19 Mar 2024 One Insurance Limited UpheldInsuranceDRN-4679525 The complaint Mr B complains about One Insurance Limited (“OIL”) and the handling of the claim he made on his motor insurance policy, following a road traffic accident. What happened The claim and complaint circumstances are well known to both parties, so I don’t intend to list... (4 pages)View decision -
Decision Reference DRN-4688969
19 Mar 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-4688969 The complaint The estate of Mr T has complained that Legal and General Assurance Society Limited declined a claim on Mr T’s life insurance policy. The estate is represented by Mrs K. What happened Mr T took out a life insurance policy in January 2021. He completed an applicatio... (3 pages)View decision -
Decision Reference DRN-4689410
19 Mar 2024 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-4689410 The complaint Mrs B has complained that Fortegra Europe Insurance Company Ltd declined a claim she made under a household warranty. What happened I’ll summarise the key points about the dispute. Mrs B got in touch with Fortegra about a problem with her sofa. She said some of t... (3 pages)View decision -
Decision Reference DRN-4691146
19 Mar 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4691146 The complaint A company, which I’ll refer to as C, complains that Clydesdale Bank Plc trading as Virgin Money (‘Virgin’) won’t reimburse the money it lost in a scam. Mr and Mrs C are directors of C and bring the complaint on C’s behalf. What happened Mr and Mrs C were in the pr... (5 pages)View decision -
Decision Reference DRN-4674228
19 Mar 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-4674228 Complaint Mrs S has complained that Loans 2 Go Limited (“L2G”) provided her with an unaffordable loan. Background L2G provided Mrs S with a loan for £250 in March 2023. This loan had an APR of 770% and an 18-month term. This all meant the total amount repayable of £675.02, whic... (4 pages)View decision -
Decision Reference DRN-4658811
19 Mar 2024 First Response Finance Ltd Not upheldConsumer CreditDRN-4658811 Complaint Mr C complains that First Response Finance Ltd (“First Response”) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable given his circumstances at the time and so he shouldn’t have been lent t... (3 pages)View decision -
Decision Reference DRN-4322983
18 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4322983 The complaint Mr B complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to bo... (4 pages)View decision -
Decision Reference DRN-4534980
18 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4534980 The complaint Mr M complains that Bank of Scotland plc trading as Halifax sent a text message about his credit card account to a third party. What happened Mr M made an online purchase using his credit card which he authorised using his banking app. Following this, the fraud de... (2 pages)View decision -
Decision Reference DRN-4684323
18 Mar 2024 Close Brothers Limited UpheldConsumer CreditDRN-4684323 The complaint Miss F complained that she was unhappy with the quality of a car she acquired on 6 March 2023, using a conditional sale agreement with Close Brothers Limited, trading as Close Brothers Motor Finance (“Close Brothers”). She is also now unhappy about the length of t... (4 pages)View decision
