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 128312 results
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Decision Reference DRN-5316668
11 Feb 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5316668 The complaint Miss H complains about the way Lloyds Bank General Insurance Limited handled an escape of water claim under a buildings insurance policy. Reference to Lloyds include its agents. What happened In summary, Miss H held buildings insurance with Lloyds. She noticed ... (7 pages)View decision -
Decision Reference DRN-5138893
11 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5138893 The complaint A company, which I’ll refer to as W, complains that Lloyds Bank PLC closed its bank account without notice which in turn caused problems for repayment of its Bounce Back Loan (BBL). What happened W had a business current account and a business credit card accou... (4 pages)View decision -
Decision Reference DRN-5279193
11 Feb 2025 JAJA FINANCE LTD UpheldBanking and PaymentsDRN-5279193 The complaint Miss B complains about the way in which Jaja Finance Ltd trading as Asda Money Credit Card managed her account. What happened Miss B holds a credit card account with Jaja. In May 2024 Miss B missed a payment on the account. On 7 June 2024 Miss B contacted Jaja ... (4 pages)View decision -
Decision Reference DRN-5322096
11 Feb 2025 Quilter Financial Planning Solutions Limited UpheldInvestmentsDRN-5322096 The complaint Mrs V complains that Quilter Financial Planning Solutions Limited (“Quilter”) failed to provide her with ongoing reviews and failed to act in her best interest when managing her investments, despite paying Ongoing Advice Charges (“OACs”). Mrs V is represented ... (8 pages)View decision -
Decision Reference DRN-5276883
11 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5276883 The complaint Mr P complains NewDay Ltd trading as Fluid Mastercard irresponsibly lent to him. Mr P is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr... (3 pages)View decision -
Decision Reference DRN-5088017
11 Feb 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5088017 The complaint Ms G is the executor for the estate of the late Mr H. She is being represented by Miss H, who has complained that Stellantis Financial Services UK Limited trading as PSA Finance UK (“PSA”) supplied the late Mr H with a car that wasn’t of satisfactory quality. ... (6 pages)View decision -
Decision Reference DRN-4783711
11 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4783711 The complaint Mr K complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties so I won’t repeat it all in detail here. But in su... (6 pages)View decision -
Decision Reference DRN-5310194
11 Feb 2025 Ageas Insurance Limited UpheldInsuranceThe complaint Mr H complains that Ageas Insurance Limited (Ageas) hasn’t fairly settled a claim he made after his home was burgled. What happened Mr H has his possessions insured by Ageas. In early February 2023 he was burgled. This was reported to the police and Mr H approached Ageas to m... (3 pages)View decision -
Decision Reference DRN-5321952
11 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5321952 The complaint A limited company, W, complains that Lloyds Bank Plc (as the recipient bank) didn’t do enough to prevent the loss it suffered as the result of a scam. W’s complaint has been brought by its director Mr R, who has used a representative when doing so. But for eas... (5 pages)View decision -
Decision Reference DRN-5299229
11 Feb 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5299229 The complaint Mr W complains that a used car supplied to him by Zopa Bank Limited (Zopa) under a hire purchase agreement is of unsatisfactory quality. What happened In November 2023, Mr W entered into a hire purchase agreement with Zopa for a ... (5 pages)View decision