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-4640097
23 Feb 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4640097 The complaint Mr M complains that Revolut Ltd (“Revolut”) has failed to refund around £100,000 he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will provide a b... (4 pages)View decision -
Decision Reference DRN-4414775
23 Feb 2024 West Bay Insurance Plc UpheldInsuranceDRN-4414775 The complaint Mrs G complains that West Bay Insurance Plc (West Bay) refused to pay a claim on her motor insurance when her vehicle was stolen. References to West Bay include other individuals and organisations acting on its behalf. What happened Mrs G had a motorhome insured w... (4 pages)View decision -
Decision Reference DRN-4604158
23 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4604158 The complaint Mrs D complains that Monzo Bank Ltd (“Monzo”) is refusing to refund her the amount she lost as the result of a scam. Mrs D is being represented by a third party. To keep things simple, I will refer to Mrs D throughout my decision. What happened The background of t... (3 pages)View decision -
Decision Reference DRN-4602106
23 Feb 2024 DAS Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-4602106 The complaint T’s complaint is about a claim it made on its DAS Legal Expenses Insurance Company Limited (‘DAS’) legal expenses insurance policy, which DAS declined. T says DAS were wrong to decline its claim and wants DAS to now accept it. T is represented in this complaint bu... (3 pages)View decision -
Decision Reference DRN-4641310
23 Feb 2024 U K Insurance Limited UpheldInsuranceDRN-4641310 The complaint Mr and Mrs R complain about the settlement U K Insurance Limited trading as Direct Line (“UKI”) offered in relation to a claim they made under their home insurance (contents) policy. Mr and Mrs R are joint policyholders. As most of the communication relating to th... (4 pages)View decision -
Decision Reference DRN-4419065
23 Feb 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4419065 The complaint Mr W and Mrs W complain about AXA insurance UK Plc (“AXA”) and the settlement offer that’s been made to them following a claim they made on their home insurance policy. Mr W has acted as the main representative during the claim and complaint process. So, for ease ... (5 pages)View decision -
Decision Reference DRN-4559747
23 Feb 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4559747 The complaint Mr S complains about Lloyds Bank General Insurance Limited (“Lloyds”) declining his claim for contents damage following a leak into his home. He wants Lloyds to accept his claim and settle his damage. What happened Mr S lives in a rented property temporarily. Ther... (2 pages)View decision -
Decision Reference DRN-4216436
23 Feb 2024 Barclays Bank Plc Not upheldBanking and PaymentsDRN-4216436 The complaint A company, which I’ll refer to as S, complains that Barclays Bank Plc (Barclays) delayed crediting to its account payments they’d collected on its behalf. In bringing this complaint S is represented by its director who I’ll refer to as Ms G. What happened The bac... (4 pages)View decision -
Decision Reference DRN-4638174
23 Feb 2024 esure Insurance Limited UpheldInsuranceDRN-4638174 The complaint Mr D has complained about esure Insurance Limited. He isn’t happy about the valuation of his car after it was deemed a total loss following a claim under his motor insurance policy. For ease of reading any reference to esure includes its agents. What happened Mr D... (2 pages)View decision -
Decision Reference DRN-4610046
23 Feb 2024 Go Car Credit Limited Not upheldConsumer CreditDRN-4610046 Complaint Mr C complains that Go Car Credit Limited (“Go Car Credit”) unfairly entered into a hire purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable. Background In August 2018, Go Car Credit provided Mr C with finance for a use... (3 pages)View decision
