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 342791 results
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Decision Reference DRN-4741367
28 Jun 2024 First Central Underwriting Limited Not upheldInsuranceDRN-4741367 The complaint Mr M complains that First Central Underwriting Limited voided his motor insurance policy and didn’t pay his claim. Reference to First Central includes its agents. What happened Mr M held a motor insurance policy with First Central. When he was involved in an accid... (2 pages)View decision -
Decision Reference DRN-4797479
28 Jun 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4797479 The complaint Miss F complains that National Westminster Bank Plc (NatWest) didn’t make a transfer when she requested it. What happened Miss F holds an account with NatWest. In January 2024 she called NatWest to make a transfer from her account - this was to pay her rent. Whils... (2 pages)View decision -
Decision Reference DRN-4870639
28 Jun 2024 Bastion Financial Planning Limited Not upheldInvestmentsDRN-4870639 The complaint Mr and Mrs F complain that Bastion Financial Planning Limited failed to act promptly on an instruction to sell their investments, which led to them incurring a loss. What happened In 2022 Mr and Mrs F were planning the purchase of a new residential property. They’... (4 pages)View decision -
Decision Reference DRN-4878679
28 Jun 2024 Brewin Dolphin Limited Not upheldInvestmentsDRN-4878679 The complaint Ms S has complained about Brewin Dolphin Limited’s (‘Brewin’) discretionary management of her investment portfolio. Ms S says that Brewin changed the service it provided which she had previously agreed to, and she has suffered losses of around £100,000 as a result... (11 pages)View decision -
Decision Reference DRN-4878683
28 Jun 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4878683 The complaint Mr J complains because Aviva Insurance Limited (‘Aviva’) hasn’t paid for the full cost of surgery under a private medical insurance policy. What happened Mr J was insured under a group private medical insurance policy, provided by Aviva. Mr J had an initial consul... (2 pages)View decision -
Decision Reference DRN-4874212
28 Jun 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-4874212 Complaint Miss A has complained about a loan Loans 2 Go Limited (“L2G”) provided to her. She says proportionate checks weren’t carried out and if such checks had been carried out it would have been clear that the loan wasn’t affordable for her. Background L2G provided Miss A wi... (3 pages)View decision -
Decision Reference DRN-4862661
28 Jun 2024 Vitality Health Limited UpheldInsuranceDRN-4862661 The complaint Miss B complains that Vitality Health Limited turned down her private medical insurance claim. What happened On 21 June 2023, Miss B’s cover under a group private medical insurance scheme began. Miss B was covered on a moratorium basis which meant there was no cov... (3 pages)View decision -
Decision Reference DRN-4788949
28 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4788949 The complaint Mr M complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In May 2023, Mr M received a series of text messages from someone who said they worked for a recruitment company and had a number of roles available. ... (7 pages)View decision -
Decision Reference DRN-4834234
28 Jun 2024 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-4834234 The complaint Mrs H complains that PrePay Technologies Limited, trading as PrePay Solutions, won’t refund the money she lost when she was the victim of a scam. What happened In early 2023, Mrs H was contacted by a man she’d never spoken before on a social media platform. She sa... (3 pages)View decision -
Decision Reference DRN-4813663
28 Jun 2024 Loans 2 Go Limited Not upheldConsumer CreditDRN-4813663 The complaint Mrs J complained that Loans 2 Go Limited (“Loans 2 Go”) irresponsibly granted her a loan in October 2021 that she couldn’t afford to repay. What happened Mrs J took out the loan in October 2021. The amount was £250, and the monthly payment was £51.39 over an 18-mo... (2 pages)View decision