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-4527660
26 Jan 2024 Assurant General Insurance Limited Not upheldInsuranceDRN-4527660 The complaint Mr and Mrs G complain about Assurant General Insurance Limited trading as Assurant’s handling of their mobile phone insurance claim. All references to Assurant also include its appointed agents. What happened The details of this complaint are well known to both pa... (2 pages)View decision -
Decision Reference DRN-4582939
26 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4582939 The complaint Mrs C is unhappy that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. What happened I issued my provisional decision on this complaint on 10 January 2024. The background and circumstances of the ... (8 pages)View decision -
Decision Reference DRN-4076904
26 Jan 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4076904 The complaint Mr and Mrs W, who are represented by a professional representative (“PR”) complain that Vacation Finance Limited (“VFL”) rejected their claim under the Consumer Credit Act (“CCA”) 1974 in respect of a holiday product. What happened Mr and Mrs W have made nine purc... (5 pages)View decision -
Decision Reference DRN-4259575
26 Jan 2024 ITI Capital Limited UpheldInvestmentsDRN-4259575 The complaint Mr B complains that ITI Capital Limited (“ITI”) caused unnecessary delays in transfer his stocks and shares to his new broker. What happened Mr B received a notice from ITI explaining that it would be closing retail accounts by September 2022. ITI gave Mr B the op... (2 pages)View decision -
Decision Reference DRN-4540073
26 Jan 2024 V12 Retail Finance Limited UpheldConsumer CreditDRN-4540073 The complaint Mr M complains that a sofa acquired under a fixed sum loan agreement from V12 Retail Finance Limited (“V12”) wasn’t of satisfactory quality. What happened In December 2021 Mr M purchased a sofa from a merchant and entered into a fixed sum loan agreement with V12. ... (3 pages)View decision -
Decision Reference DRN-4513875
26 Jan 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4513875 The complaint Mr A and Mr A complain about Accredited Insurance (Europe) Limited (Accredited) who avoided their cover (treated it as if it didn’t exist), following a claim under their home insurance policy. What happened Mr A and Mr A obtained cover with Accredited from October... (4 pages)View decision -
Decision Reference DRN-4508245
26 Jan 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4508245 The complaint Ms C and Mr M have complained that AXA Insurance UK Plc has partly declined a claim they made on their buildings insurance policy for accidental damage. As it is Mr M making the complaint on behalf of himself and Ms C, I will mostly just be referring to Mr M in th... (3 pages)View decision -
Decision Reference DRN-4583098
26 Jan 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4583098 The complaint Mr M complains about the sale of a timeshare he paid for using credit provided by Tesco Personal Finance PLC trading as Tesco Bank (who I’ll call Tesco). Mr M has brought his complaint through a representative, so references to his submissions and arguments includ... (4 pages)View decision -
Decision Reference DRN-4426551
26 Jan 2024 Absolute Financial Management Ltd UpheldPensions and AnnuitiesDRN-4426551 The complaint Mr P complains about the advice he, and Mrs P, have been given by Absolute Financial Management (‘AFM’). He says that a fund switch made in 2020 wasn’t right for him. This is because it was based on his tolerance for risk increasing, but this wasn’t the case. And ... (8 pages)View decision -
Decision Reference DRN-4583494
26 Jan 2024 Wirex Limited UpheldBanking and PaymentsDRN-4583494 The complaint Ms G complains that Wirex Limited have declined to refund transactions on her account that she says she did not make or otherwise authorise. What happened I issued a provisional decision in 2023 to explain why I thought Ms G’s complaint should be upheld. And I sai... (5 pages)View decision
