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 367928 results
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Decision Reference DRN-4952257
13 Feb 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4952257 The complaint Mrs W complains about the quality of a car supplied to her using a hire purchase agreement with BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (“Alphera”). What happened In May 2023, Mrs W acquired a used car using a hire purchase agr... (5 pages)View decision -
Decision Reference DRN-5328439
13 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5328439 The complaint Miss F complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost to an authorised push payment (‘APP’) scam. What happened The circumstances of the complaint are well-known to both parties. As a result, I don’t intend to set these out in detail he... (5 pages)View decision -
Decision Reference DRN-5302541
13 Feb 2025 U K Insurance Limited Not upheldInsuranceDRN-5302541 The complaint Mrs M’s complaint is about a claim she made on her U K Insurance Limited trading as Direct Line (‘UKI’) pet insurance policy, which UKI declined to cover. Mrs M feels that UKI have treated her unfairly. What happened The details of this complaint are well known... (2 pages)View decision -
Decision Reference DRN-4891921
13 Feb 2025 Chubb European Group SE Not upheldInsuranceDRN-4891921 The complaint Mr E complains about the decline of his buildings insurance claim under his ‘Masterpeice’ policy by Chubb European Group SE (‘Chubb’). Chubb are the underwriters of this insurance policy. Part of Mr E’s complaint is about the actions of agents appointed by Chub... (5 pages)View decision -
Decision Reference DRN-4894082
13 Feb 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-4894082 The complaint Miss S complains that Starling Bank Limited won’t refund the money she lost after falling victim to a scam. Miss S is represented in this complaint by a solicitor. For simplicity I will refer to Miss S throughout this decision, even when referencing what her r... (4 pages)View decision -
Decision Reference DRN-5243392
13 Feb 2025 New Wave Capital Limited Not upheldBanking and PaymentsDRN-5243392 The complaint S complain about interest charges that they’ve been asked to pay on a revolving credit agreement with New Wave Capital Limited trading as Capital on Tap. What happened S entered into a revolving credit agreement with Capital on Tap in November 2023. S complaine... (2 pages)View decision -
Decision Reference DRN-5302842
13 Feb 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5302842 The complaint Mr Y complains about being unable to access his bank account with The Co-operative Bank Plc. He also complains about the service he received while trying to resolve the issue. What happened Mr Y says a technical issue with Co-op Bank stopped him from being abl... (2 pages)View decision -
Decision Reference DRN-5282189
13 Feb 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5282189 The complaint Mr T has complained about a transfer of his Zurich Assurance Limited (Zurich) personal pension to a small self-administered scheme (SSAS) in August 2014. Mr T’s SSAS was subsequently used to invest in an overseas property development with The Resort Group (TRG)... (20 pages)View decision -
Decision Reference DRN-4805920
13 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4805920 The complaint Mr B complains that Wise Payments Limited won’t refund the money he lost after falling victim to a scam. Mr B is represented in this complaint by a solicitor, for simplicity I will refer to Mr B throughout this decision, even when referencing what his represen... (2 pages)View decision -
Decision Reference DRN-5278464
13 Feb 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5278464 The complaint Mr T has complained about a transfer of his two Phoenix Life Limited (Phoenix Life) personal pension policies to a small self-administered scheme (SSAS) in August 2014. Mr T’s SSAS was subsequently used to invest in The Resort Group (TRG). The investment now ap... (16 pages)View decision
