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
-
Decision Reference DRN-5045133
15 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5045133 The complaint Mr K complains Monzo Bank Ltd (“Monzo”) didn’t do enough to help get a refund for a purchase made on his debit card. What happened In August 2023, Mr K bought an item from a supplier I’ll call A. The item cost £599 and Mr K paid using his Monzo debit card. Mr ... (3 pages)View decision -
Decision Reference DRN-5262210
15 Jan 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5262210 The complaint Mr H complains that Vanquis Bank Limited (“Vanquis”) held him liable for transactions he didn’t recognise. What happened What Mr H says Mr H has said that he lost his Vanquis credit card sometime in 2023 and subsequently lost his bus pass with his name and addr... (4 pages)View decision -
Decision Reference DRN-5040705
15 Jan 2025 PayrNet Limited UpheldBanking and PaymentsDRN-5040705 The complaint E, a club, complain that PayrNet Limited have declined to refund them in full for transactions they say they didn’t make. E held an ANNA branded account – who provide services on behalf of PayrNet. For ease of reading in this decision I’ll refer to ANNA. What... (3 pages)View decision -
Decision Reference DRN-5247331
15 Jan 2025 Currencies Direct Limited UpheldBanking and PaymentsDRN-5247331 The complaint Mr K complains that Currencies Direct Limited made an error in processing his international payments which resulted in loss and inconvenience for him. What happened Mr K explains that he had been making payments through Currencies Direct to his bank account abr... (3 pages)View decision -
Decision Reference DRN-5028646
15 Jan 2025 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-5028646 The complaint Mr M complains about the car supplied by Volvo Car Financial Service UK Limited (VCFS). He says the car isn’t of satisfactory quality. What happened Mr M entered into a hire agreement with VCFS in March 2022. VCFS supplied Mr M a brand-new car. Mr M made an ad... (3 pages)View decision -
Decision Reference DRN-5236345
15 Jan 2025 esure Insurance Limited UpheldInsuranceDRN-5236345 The complaint Mr M complains about the information provided by an esure Insurance Limited (esure) representative about his no claims discount. What happened Mr M renewed his car insurance policy with esure in December 2022. The car insurance schedule confirmed Mr M had ‘Not... (3 pages)View decision -
Decision Reference DRN-5251321
15 Jan 2025 Domestic & Gemeral Insurance Plc UpheldInsuranceThe complaint Mr H has complained about Domestic & General Insurance Plc (D&G). He isn’t happy about the way it dealt with a claim under his household appliance insurance policy. What happened I looked at this case and provided my initial thoughts in my provisional decision as foll... (3 pages)View decision -
Decision Reference DRN-4829783
15 Jan 2025 Quilter Financial Planning Solutions Limited UpheldInvestmentsDRN-4829783 The complaint Mr F and Miss P, as executors, complain on behalf of the estate of Mr I about the advice he received from Digby Associates an appointed representative of Quilter Financial Planning Solutions Limited (referred to as “Quilter”). In summary they say Mr I was advi... (8 pages)View decision -
Decision Reference DRN-5116639
15 Jan 2025 The Co-operative Bank Plc UpheldMortgagesDRN-5116639 The complaint The estate of Mr H complains about how The Co-operative Bank Plc trading as Platform (Platform) has administered the late Mr H’s interest only mortgage. Specifically, it complains that: Platform has failed to adjust the mortgage balance in accordance with a p... (6 pages)View decision -
Decision Reference DRN-5125952
15 Jan 2025 Argentis Wealth Management Ltd UpheldInvestmentsDRN-5125952 The complaint Mr and Mrs C complain about the service they received from Argentis Wealth Management Ltd (“Argentis”) who managed their investments. What happened Mr and Mrs C employed a financial adviser business to manage their investment portfolios for many years. When tha... (7 pages)View decision