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 364862 results
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Decision Reference DRN-5175743
30 Dec 2024 AXA PPP Healthcare Limited UpheldInsuranceDRN-5175743 The complaint Miss O has complained about the service she received from AXA PPP Healthcare Limited trading as AXA Health (‘AXA’) when she made a claim. What happened Miss O had a private medical insurance policy, underwritten by AXA. She made a claim which AXA declined. Unha... (3 pages)View decision -
Decision Reference DRN-4903337
30 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4903337 The complaint Miss Q complains Monzo Bank Ltd (“Monzo”) didn’t do enough to prevent her from falling victim to a fake job scam and that it failed to offer her appropriate support after she reported what had happened to her. Miss Q wants Monzo to reimburse her the money she l... (4 pages)View decision -
Decision Reference DRN-5116460
30 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5116460 The complaint Miss F complains Bank of Scotland plc, trading as Halifax, closed her account and held her liable for payments that had previously been refunded after she had disputed making them. Miss F is also unhappy this left her in overdraft and that she hasn’t been given... (3 pages)View decision -
Decision Reference DRN-5232486
30 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5232486 The complaint Mrs T’s complaint is, in essence, that Barclays Bank UK PLC trading as Barclaycard (the ‘Lender’) acted unfairly and unreasonably by deciding against paying a claim under Section 75 of the CCA. What happened Mrs T purchased a share in property from a timeshare ... (5 pages)View decision -
Decision Reference DRN-5232718
30 Dec 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-5232718 The complaint Miss P complains that Loans 2 Go Limited (L2G) irresponsibly lent to her. Miss P is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss P ... (3 pages)View decision -
Decision Reference DRN-5198861
30 Dec 2024 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5198861 The complaint Mr N complains Zurich Insurance Company Ltd unfairly declined his travel insurance claim. Zurich’s been represented by an agent during the claim. For simplicity I’ve referred to the agent’s actions as being Zurich’s own. What happened In June 2024 Mr N was du... (2 pages)View decision -
Decision Reference DRN-5232740
30 Dec 2024 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5232740 The complaint Mr A is unhappy that The Royal London Mutual Insurance Society Limited didn’t consider a claim under a life and critical illness policy he had the benefit of. What happened The details of this complaint are well known to both parties, so I won’t repeat them ag... (2 pages)View decision -
Decision Reference DRN-5232724
30 Dec 2024 Moneybarn Limited UpheldConsumer CreditDRN-5232724 The complaint Mr H complains Moneybarn Limited (Moneybarn) supplied him with a car that he believes wasn’t of satisfactory quality. What happened In March 2023, Mr H entered into a 43 month conditional sale agreement for a used van. It’s cash price was £6,790, it was first ... (3 pages)View decision -
Decision Reference DRN-5231023
30 Dec 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5231023 The complaint Mr and Mrs C’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (11 pages)View decision -
Decision Reference DRN-5227906
30 Dec 2024 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5227906 The complaint Ms P is represented. Her complaint is that a St. James’s Place Wealth Management Plc (‘SJP’) partner (‘the partner) gave her unsuitable advice, between late 2020 and early 2021, to transfer her Defined Benefits Pension (‘DBP’) into her SJP Retirement Account (... (17 pages)View decision
