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 356389 results
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Decision Reference DRN-4661480
9 May 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4661480 The complaint Miss R complains about how Aviva Insurance Limited dealt with a claim against a group private medical insurance policy and about how it dealt with her complaint. What happened The details of this complaint are well known to both parties, so I won’t repeat them aga... (3 pages)View decision -
Decision Reference DRN-4640475
9 May 2024 Great Lakes Insurance SE Not upheldInsuranceDRN-4640475 The complaint Ms S complains about the way that Great Lakes Insurance SE handled a repatriation claim she made on a travel insurance policy. Ms S is represented by Ms S1. All references to Great Lakes include the actions of its agents. What happened Ms S was abroad on holiday w... (3 pages)View decision -
Decision Reference DRN-4647127
9 May 2024 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4647127 The complaint Mr B has complained that Shop Direct Finance Company Limited, trading as Very, irresponsibly lent to him. What happened Mr B opened a shopping account with Shop Direct in November 2015. This was not a credit account. In August 2020 he converted it to a credit acco... (3 pages)View decision -
Decision Reference DRN-4673602
9 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4673602 The complaint Miss M complains that Monzo Bank Ltd has declined to refund money she lost to a scam. What happened Miss M fell victim to a fake job scam after she was contacted on a messaging app – I will call the scammer ‘Z’. Z told Miss M that she would be paid for completing ... (3 pages)View decision -
Decision Reference DRN-4725306
9 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4725306 The complaint Mr K complains that Monzo Bank Ltd did not take responsibility for reimbursing the funds he lost as part of a scam. What happened Mr K fell victim to a purchase scam, which led to him making payment for £1,850 to an a Monzo account held by a third party. Mr K told... (3 pages)View decision -
Decision Reference DRN-4703522
9 May 2024 Fairmead Insurance Limited Not upheldInsuranceDRN-4703522 The complaint Mr and Mrs D complained that Fairmead Insurance Limited (“Fairmead”) didn’t fully settle their damage claim under their home insurance policy. What happened Mr and Mrs D made a claim when they suffered water damage within their home. Fairmead appointed a contracto... (2 pages)View decision -
Decision Reference DRN-4626703
9 May 2024 First Response Finance Ltd Not upheldConsumer CreditDRN-4626703 The complaint Mr D and Miss P complain that First Response Finance Ltd (“First Response”) unfairly entered into a hire purchase agreement (“agreement”) with them. They say that the monthly payments to this agreement were unaffordable given their circumstances at the time and th... (4 pages)View decision -
Decision Reference DRN-4761034
9 May 2024 Aviva Insurance Limited UpheldInsuranceDRN-4761034 The complaint Mr J complains about how Aviva Insurance Limited dealt with his claim against a group private medical insurance policy. What happened In summary, Mr J was covered by a group private medical insurance policy underwritten by Aviva. In June 2023, Mr J was diagnosed w... (4 pages)View decision -
Decision Reference DRN-4607377
9 May 2024 Nutmeg Saving and Investment Limited Not upheldPensions and AnnuitiesDRN-4607377 The complaint Mr E has complained that Nutmeg Saving and Investment Limited didn’t make it clear before he transferred his pension funds to it that, in order to enter flexi drawdown, he would need to receive advice from it. What happened In November 2022, Mr E transferred his p... (4 pages)View decision -
Decision Reference DRN-4664214
9 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4664214 The complaint Mrs K complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened Mrs K was the victim of a visa application scam. She was looking to apply to convert her brother’s student visa to a skilled worker visa, and a fri... (3 pages)View decision
