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 380824 results
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Decision Reference DRN-4989400
18 Oct 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4989400 The complaint Ms S complains about how Ageas Insurance Limited trading as ageas (“Ageas”) handled a claim on her car insurance policy. What happened Ms S had a car insurance policy with Ageas. In September 2023 Ms S collided with a third-party vehicle when she drove lightly ... (3 pages)View decision -
Decision Reference DRN-5073164
18 Oct 2024 DAS Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5073164 The complaint Ms A complains that DAS Legal Expenses Insurance Company Limited refused to pay a claim under the tenant default section of her landlord’s insurance policy. What happened Ms A owns a property which was let to a tenant. The tenant stopped paying rent in December... (3 pages)View decision -
Decision Reference DRN-5046281
18 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5046281 The complaint Mr T complains that Monzo Bank Ltd have failed to refund £4,022.82 he says he lost to a crypto investment scam. Mr T is being supported in his complaint by a representative – but for ease, I’ll refer to Mr T throughout this decision. The details of this complai... (3 pages)View decision -
Decision Reference DRN-5056594
18 Oct 2024 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5056594 The complaint Mr M says Aviva Life & Pensions UK Limited (Aviva) is responsible for providing him with incorrect information about the value of his pension fund. He says as a result he took early retirement from his employer and is without the money he expected to be abl... (4 pages)View decision -
Decision Reference DRN-5073582
18 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5073582 The complaint Miss T complains Nationwide Building Society (Nationwide) asked unreasonable and unnecessary questions when she withdrew cash from the branch which she believes led to an incident where the cash was stolen. What happened Miss T says she visited a local Nationwi... (3 pages)View decision -
Decision Reference DRN-5017613
18 Oct 2024 Bamboo Limited Not upheldConsumer CreditDRN-5017613 The complaint Mr B complained that Bamboo Limited (“Bamboo”) irresponsibly granted him a personal loan in January 2019 that he couldn’t afford to repay. What happened In January 2019, Mr B took out a loan of £1,000 over a term of 24 months, with a monthly repayment of £72.5... (3 pages)View decision -
Decision Reference DRN-4074019
17 Oct 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4074019 The complaint Mr T complains about the actions of Hargreaves Lansdown Asset Management Limited (‘HL’) after investing in the Woodford Income Focus Fund (‘WIFF’) in his pension. He says they: Recommended the fund by including it in their Wealth List despite its poor perform... (6 pages)View decision -
Decision Reference DRN-5017118
17 Oct 2024 esure Insurance Limited UpheldInsuranceDRN-5017118 The complaint Mrs H has complained about the settlement offered by esure Insurance Limited (‘esure’) for her written off car under her motor insurance policy following an accident. What happened Mrs H was unfortunately involved in a car accident at the beginning of February... (3 pages)View decision -
Decision Reference DRN-4798330
17 Oct 2024 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4798330 The complaint Ms H’s complaint relates to problems she’s had with a car Mercedes-Benz Financial Services UK Limited supplied to her under a hire-purchase agreement. Ms H is unhappy that Mercedes-Benz won’t allow her to reject the car and terminate the hire-purchase agreement... (5 pages)View decision -
Decision Reference DRN-4667049
17 Oct 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4667049 The complaint Mr W complains that American Express Services Europe Limited (“Amex”) did not meet his claim under section 75 of the Consumer Credit Act 1974 (“section 75”) when a flight he had booked was cancelled. What happened Mr W booked return flights for himself and thre... (3 pages)View decision
