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 125400 results
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Decision Reference DRN-4638548
22 Oct 2024 Think Money Limited UpheldBanking and PaymentsDRN-4638548 The complaint Mr S complains Think Money Limited unfairly refused to refund transactions on his account which he didn’t authorise. Mr S also complains Think Money Limited unfairly closed his account. What happened The facts of the complaint are well known to both parties, s... (3 pages)View decision -
Decision Reference DRN-4987899
22 Oct 2024 One Call Insurance Services Limited UpheldInsuranceDRN-4987899 The complaint Miss Y is unhappy with the motor car policy she has as the device which is integral to the working of the policy causes her car alarm to sound frequently. One Call Insurance Services Limited (“One Call”) as broker provided the administration and communication i... (2 pages)View decision -
Decision Reference DRN-4984367
22 Oct 2024 U K Insurance Limited UpheldInsuranceDRN-4984367 The complaint Mrs R is unhappy with the quality of repairs that have been carried out by U K Insurance Limited (UKI) after she made a claim under her motor insurance policy. What happened In 2023 Mrs R was unfortunately involved in a car accident. UKI arranged for Mrs R’s ve... (3 pages)View decision -
Decision Reference DRN-4732691
22 Oct 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4732691 The complaint Ms C is unhappy that a car supplied to her under a hire purchase agreement with Startline Motor Finance was of an unsatisfactory quality. What happened In January 2023, Ms C was supplied with a used car through a hire purchase agreement with Startline. She paid... (5 pages)View decision -
Decision Reference DRN-5094163
22 Oct 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5094163 The complaint Mrs M has complained about how Liverpool Victoria Insurance Company Limited (LV) dealt with a claim under a home insurance policy. References to LV includes companies working on its behalf. What happened Mrs M contacted LV to make a claim when her home, inclu... (4 pages)View decision -
Decision Reference DRN-5080094
22 Oct 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5080094 The complaint Mr O complains about HSBC UK Bank Plc (“HSBC”) for reporting a default to credit reference agencies about his credit card. He wants HSBC to remove the default from his credit record and to pay him compensation for his financial effects and his distress and inco... (3 pages)View decision -
Decision Reference DRN-4742304
22 Oct 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4742304 The complaint Mrs M complains that charges levied by Specialist Motor Finance Limited (“SMF”) following her return of a car that was rejected due to it not being of a satisfactory quality are unfair. What happened Mrs M was supplied with a car by SMF under a hire purchase ag... (4 pages)View decision -
Decision Reference DRN-4939311
22 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4939311 The complaint Mr C is unhappy 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 details of this case have been clearly set out by our Investigator. As such the facts are well-known to all involv... (3 pages)View decision -
Decision Reference DRN-4979956
22 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4979956 The complaint Mr G complains that Monzo Bank Ltd won’t refund the money he lost as the result of an Authorised Push Payment (‘APP’) scam. What happened The circumstances which led to this complaint are well known to both parties, so I won’t repeat them all here. But in summa... (4 pages)View decision -
Decision Reference DRN-5088542
22 Oct 2024 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5088542 The complaint Mr R complains that St. James’s Place Wealth Management Plc trading as St. James's Place (“SJP”) has charged him ongoing advice charges (“OACs”) despite not receiving annual reviews. Mr R is being represented by a claims management company, however, for e... (8 pages)View decision
