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-4600383
22 Feb 2024 Virgin Media Mobile Finance Limited UpheldConsumer CreditDRN-4600383 The complaint Miss D complains about the quality of an iPhone (“phone”) supplied to her under a fixed sum loan agreement (“agreement”) with Virgin Media Mobile Finance Limited (“Virgin”) and about Virgin’s offer to ‘put things’ right for her. What happened On 27 September 2022 ... (4 pages)View decision -
Decision Reference DRN-4632192
22 Feb 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4632192 The complaint Mr P complains that Casualty & General Insurance Company (Europe) Ltd (‘Casualty’) unfairly declined his pet insurance claim. My references to Casualty include its agents. What happened Mr P took out a lifetime pet insurance policy with Casualty in October 202... (7 pages)View decision -
Decision Reference DRN-4603189
22 Feb 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4603189 The complaint Ms B has complained about how Accredited Insurance (Europe) Ltd (‘Accredited’) dealt with a claim under a home insurance policy. What happened Ms B made a claim following water damage to her home. Accredited accepted the claim. Ms B later complained. When Accredit... (2 pages)View decision -
Decision Reference DRN-4638646
22 Feb 2024 U K Insurance Limited UpheldInsuranceDRN-4638646 The complaint Mr K complains about the service he received from U K Insurance Limited (UKI) after making a claim under his car insurance policy. What happened Mr K’s car was insured with UKI. In March 2022 Mr K’s car was damaged in an accident, so he made a claim to UKI. Mr K s... (3 pages)View decision -
Decision Reference DRN-4355811
22 Feb 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4355811 The complaint Mrs L complains that Revolut Ltd hasn’t refunded money she lost due to a ‘safe account’ scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief summary, Mrs L says she received a phone cal... (3 pages)View decision -
Decision Reference DRN-4392005
22 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4392005 The complaint Mr H complains that Monzo Bank Ltd ‘(Monzo’) didn’t do enough to help him after he told it he’d been overcharged for the hire of a mobility scooter. What happened Mr H agreed to hire a mobility scooter for 12 days whilst on holiday. He paid $346 using his Monzo de... (3 pages)View decision -
Decision Reference DRN-4521442
22 Feb 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4521442 The complaint Mr S complains Accredited Insurance (Europe) Ltd (Accredited Insurance) unfairly declined to settle his claim on his motor insurance policy after his car was stolen. Accredited Insurance are the underwriters of this policy i.e. the insurer. Part of this complaint ... (3 pages)View decision -
Decision Reference DRN-3640127
22 Feb 2024 First Holiday Finance Ltd Not upheldConsumer CreditDRN-3640127 The complaint Mr M and Mrs T complain that they were mis-sold a timeshare product and the credit facility used to pay for it. The credit facility was provided by First Holiday Finance Ltd, which I’ll refer to as “FHF”. Mr M and Mrs T have been represented by a claims management... (4 pages)View decision -
Decision Reference DRN-4638627
22 Feb 2024 Aviva Insurance Limited UpheldInsuranceDRN-4638627 The complaint Mr P complained that his claim to have a leaking water pipe fixed was unfairly declined by Aviva Insurance Limited (“Aviva”) under his plumbing and drains policy. What happened Mr P made a claim when he noticed a leak from the join of the pipework leading to his b... (2 pages)View decision -
Decision Reference DRN-4566532
22 Feb 2024 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-4566532 The complaint Mr R has raised three connected administration complaints regarding the transferring of one defined benefit (DB) pension and five defined contribution (DC) personal pensions. Three different companies are ultimately subject to his complaints and I will be writing ... (3 pages)View decision
