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 371633 results
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Decision Reference DRN-5345616
3 Jun 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5345616 The complaint Mr M complains that a car supplied to him under a hire purchase agreement with Stellantis Financial Services UK Limited (Stellantis) was of unsatisfactory quality. What happened In March 2024, Mr M was supplied with a new car through a hire purchase agreement w... (4 pages)View decision -
Decision Reference DRN-5599089
3 Jun 2025 Westerby Trustee Services Limited Not upheldPensions and AnnuitiesDRN-5599089 The complaint Mr R complains that Westerby Trustee Services Limited (‘Westerby’) failed to exercise sufficient due diligence before accepting his pension switch to a Westerby self-invested personal pension (‘SIPP’) to invest in Dolphin, causing him a financial loss. For sim... (5 pages)View decision -
Decision Reference DRN-5560246
3 Jun 2025 St Andrew's Insurance plc Not upheldInsuranceDRN-5560246 The complaint Miss P has complained that St. Andrew’s Insurance Plc underpaid claims she made on a mortgage payment protection insurance (MPPI) policy and that it will not undertake to pay any future claims on the original terms. What happened Miss P took out the MPPI at th... (4 pages)View decision -
Decision Reference DRN-5214775
3 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5214775 The complaint Miss H complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds she lost when she fell victim to an impersonation scam. What happened Miss H says that on 23 February 2024 she received a call from someone who said they were from Monzo. She didn’t know ... (3 pages)View decision -
Decision Reference DRN-5498408
3 Jun 2025 Scottish Widows Limited Not upheldInsuranceDRN-5498408 The complaint Ms G and Mr M complain that Scottish Widows Limited (Scottish Widows) provided incorrect information to them when they made an enquiry about the details held on their Whole of Life Protection Policy. They say this error caused them stress and anxiety. What hap... (3 pages)View decision -
Decision Reference DRN-5590007
3 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5590007 The complaint Mrs L has complained that when she went to claim on the mobile phone insurance provided by her packaged bank account, she was unable to as Bank of Scotland plc (“Halifax”) had failed to inform the insurer that Mrs L was covered by the policy. What happened Mrs ... (2 pages)View decision -
Decision Reference DRN-5511287
3 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5511287 The complaint Mr R complains that Monzo Bank Ltd have irresponsibly lent to him. What happened Mr R was approved for a Monzo Flex account in July 2022 with a £1,000 credit limit. I have set out the credit limit changes below: August 2022 £1,000 to £3,000 October 2022 £3,000 ... (4 pages)View decision -
Decision Reference DRN-5529390
3 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5529390 The complaint Mr S is unhappy that Bank of Scotland plc, trading as Halifax, blocked an attempted credit card transaction pending verification of the legitimacy of that transaction from himself. What happened Mr S has a credit card account with Halifax which is in his sole n... (2 pages)View decision -
Decision Reference DRN-5314909
3 Jun 2025 Bank of Scotland Plc Not upheldConsumer CreditThe complaint Mrs J complains that Bank of Scotland plc will not meet her claim under section 75 of the Consumer Credit Act 1974 (“section 75”) after she bought a car which developed faults. The bank trades in this case under its Halifax brand. What happened In May 2021 Mrs J bought a used... (3 pages)View decision -
Decision Reference DRN-5548727
3 Jun 2025 HSBC UK Bank Plc Not upheldInvestmentsDRN-5548727 The complaint Mr and Mrs B complain that HSBC UK Bank Plc closed their investment account and sold their shareholdings. What happened In late January 2025 Mr and Mrs B received a letter from HSBC saying they were going to close their investment share dealing account as they ... (3 pages)View decision
