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 360264 results
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Decision Reference DRN-4741680
15 Apr 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4741680 The complaint Mr P and Mrs M complain because Aviva Insurance Limited hasn’t paid a travel insurance claim. What happened Mr P and Mrs M are insured under a travel insurance policy provided as a benefit of Mr P’s packaged bank account. The policy is underwritten by Aviva. Mr P ... (2 pages)View decision -
Decision Reference DRN-4742494
15 Apr 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4742494 The complaint Mr D complains that Carey Pensions UK LLP (‘Carey’) (now called Options UK Personal Pensions LLP, but I’ll refer to Carey throughout for ease) failed to carry out sufficient due diligence on the investments made within his Self-Invested Personal Pension (‘SIPP’). ... (39 pages)View decision -
Decision Reference DRN-4742521
15 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4742521 The complaint Mr R has complained that Monzo Bank Ltd registered a marker against him at CIFAS, the national fraud database. What happened In January 2023, Mr R received two credits of £65 each. Monzo says it received a fraud report about these credits. It asked Mr R about the ... (3 pages)View decision -
Decision Reference DRN-4707093
15 Apr 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4707093 The complaint Mr M complains about the way he was treated by Lloyds Bank PLC when he visited his local branch. What happened In July 2023, Mr M visited his local branch of Lloyds. He says he was sitting in the waiting area in the banking hall carrying out his Internet banking a... (4 pages)View decision -
Decision Reference DRN-4742066
15 Apr 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4742066 The complaint Mr A is unhappy that Lloyds Bank PLC blocked a transaction he wanted to make and with the service he received from Lloyds surrounding that. What happened To briefly summarise: In August 2023, Mr A attempted to make a transaction from his Lloyds account. However, t... (3 pages)View decision -
Decision Reference DRN-4689717
15 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4689717 The complaint Mrs P complains that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t refund money she says wasn’t dispensed by the ATM. What happened On 9 October 2022, Mrs P gave her debit card to her husband so that he could withdraw funds from her account. Mrs P says... (3 pages)View decision -
Decision Reference DRN-4716911
15 Apr 2024 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-4716911 The complaint Mrs A complains that Casualty & General Insurance Company (Europe) Ltd rejected a claim on her pet insurance policy. Where I refer to Casualty & General, this includes its agents and claims handlers acting on its behalf. What happened Mrs A bought a pet in... (2 pages)View decision -
Decision Reference DRN-4515143
15 Apr 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4515143 The complaint Mr L is unhappy that a car supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited was of an unsatisfactory quality. What happened On 18 November 2022, Mr L was supplied with a used car through a hire purchase agreement with BMW. H... (4 pages)View decision -
Decision Reference DRN-4741950
15 Apr 2024 Belmont Green Finance Limited Not upheldMortgagesDRN-4741950 The complaint Mr D and Mr R complain that Belmont Green Finance Limited trading as Vida Homeloans gave them misleading information about when they could reserve a new interest rate product. What happened In 2021, Mr D and Mr R have a mortgage with Vida. The mortgage had a fixed... (3 pages)View decision -
Decision Reference DRN-4732905
15 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4732905 The complaint Ms L complains that Monzo Bank Ltd (Monzo) won’t refund money she lost in an advance fee scam. What happened What Ms L says: Ms L located to the UK and her children were at school/university here. She was looking to earn extra money to pay fees and living costs. S... (6 pages)View decision
