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 342371 results
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Decision Reference DRN-4891637
16 Jul 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4891637 The complaint Miss H complained Vanquis Bank Limited (“Vanquis”) failed to refund her for a transaction on her account that she says was unauthorised. What happened Miss H complained to Vanquis about a transaction on her account which she says she didn’t authorise. She conta... (2 pages)View decision -
Decision Reference DRN-4793372
16 Jul 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4793372 The complaint Mr M complains that Santander UK Plc failed to refund transactions taken from his account after his phone was stolen. What happened Mr M explained that he was using his unlocked phone outside a pub in the early hours of the morning when it was stolen from him, ... (3 pages)View decision -
Decision Reference DRN-4885926
16 Jul 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4885926 The complaint Mr C has complained that Royal & Sun Alliance Insurance Limited (‘RSA’) declined his claim for alleged storm damage under his home insurance policy. For the avoidance of doubt, the term RSA includes its agents and representatives for the purposes of this de... (4 pages)View decision -
Decision Reference DRN-4910130
16 Jul 2024 Monzo Bank Ltd UpheldConsumer CreditDRN-4910130 The complaint Mr D says Monzo Bank Ltd irresponsibly lent to him. What happened Mr D took out two loans from Monzo. The first (loan 1) was taken out on 27 October 2021 and was for £3,000 over 36 months. The monthly repayments were £107.88. The second (loan 2) was taken out o... (4 pages)View decision -
Decision Reference DRN-4775201
16 Jul 2024 Metro Bank PLC UpheldConsumer CreditDRN-4775201 The complaint Mr C is complaining about Metro Bank PLC trading as RateSetter because it won’t provide details in response to his request. What happened Mr C has a loan with Ratesetter. He says he’s considering taking a mortgage to repay this and other debts. He says he’s mak... (2 pages)View decision -
Decision Reference DRN-4899703
16 Jul 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4899703 The complaint Mrs R complains that the decision of Santander Consumer (UK) Plc (“Santander”) to default and terminate her conditional sale agreement was unfair. What happened I issued a provisional decision on this complaint in May 2024. In that decision I explained why I th... (5 pages)View decision -
Decision Reference DRN-4903163
16 Jul 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-4903163 The complaint Mrs D has complained about a transfer of her ReAssure Limited personal pension to a small self-administered scheme (SSAS) in January 2014. Mrs D’s SSAS was subsequently used to invest in overseas property developments with Akbuk Resort Group and Dolphin Trust G... (12 pages)View decision -
Decision Reference DRN-4785099
16 Jul 2024 West Bay Insurance Plc Not upheldInsuranceDRN-4785099 The complaint Ms E has complained that West Bay Insurance Plc is seeking recovery of costs from her for a claim it dealt with under the Road Traffic Act as the last insurer of Ms E’s car. West Bay avoided Ms E’s car insurance policy for misrepresentation following the claim.... (3 pages)View decision -
Decision Reference DRN-4810902
16 Jul 2024 One Insurance Limited Not upheldInsuranceDRN-4810902 The complaint Mr B complains that One Insurance Limited avoided his commercial van insurance policy (treated it as though it never existed) and refused to pay his claim. What happened Mr B took out a van insurance policy through a broker online via a comparison website. The... (3 pages)View decision -
Decision Reference DRN-4533643
16 Jul 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4533643 The complaint Mr A and Mrs G have complained that Lloyds Bank PLC (“Lloyds”) have failed to refund the money Mr A lost as part of an investment scam. Mr A has been the main driver of this complaint and seems to be the person that interacted with the scammer. So I will mostly... (3 pages)View decision