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 121479 results
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Decision Reference DRN-4374700
15 Jan 2024 MotoNovo Finance Limited UpheldConsumer CreditDRN-4374700 The complaint Ms M complains that a car acquired with finance from MotoNovo Finance Limited wasn’t of satisfactory quality. What happened In August 2022 Ms M was supplied with a car and entered into a hire purchase agreement with MotoNovo. In September 2022 Ms M noticed that th... (4 pages)View decision -
Decision Reference DRN-4463677
15 Jan 2024 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-4463677 The complaint Miss N has complained about the way the claim for storm damage to the flat she leases was handled by Accelerant Insurance Europe SA/NV. Accelerant is the underwriter (insurer) of this policy. Some of this complaint concerns the actions of its appointed agents. As ... (2 pages)View decision -
Decision Reference DRN-4558251
15 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4558251 The complaint Miss F has complained Monzo Bank Ltd won’t refund her for transactions she didn’t make or authorise. What happened In December 2022, whilst working overseas, Miss F noticed numerous transactions to the same merchant. These totalled more than £1,110. She reported t... (3 pages)View decision -
Decision Reference DRN-4492164
15 Jan 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4492164 The complaint Mr E complains that London & Colonial Services Limited (‘L&C’) didn’t undertake sufficient due diligence on the firm, 1 Stop Financial Services, that introduced him to L&C. Mr E also complains that L&C didn’t undertake sufficient due diligence on i... (44 pages)View decision -
Decision Reference DRN-4344512
15 Jan 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4344512 The complaint Mr L complains TSB Bank Plc put a block on his account, which had catastrophic consequences. While it’s said sorry and paid compensation, he doesn’t think this covers the distress, inconvenience and financial cost involved. What happened TSB placed a block on Mr L... (2 pages)View decision -
Decision Reference DRN-4478960
15 Jan 2024 Moneyplus Group Limited UpheldConsumer CreditDRN-4478960 The complaint Mr W complains that MoneyPlus Group Limited trading as MoneyPlus Advice (MoneyPlus) mis-sold him a debt management plan. What happened Mr W entered into a debt management plan (DMP) managed by MoneyPlus in 2022. Mr W says MoneyPlus told him that it would help put ... (6 pages)View decision -
Decision Reference DRN-4558206
15 Jan 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4558206 The complaint Mr B complains about HSBC UK Bank PLC’s response to a claim he made under Section 75 of the Consumer Credit Act 1974. What happened In April 2022, Mr B purchased a solar panel system (“the system”) from a supplier. He paid for this in part using his HSBC credit ca... (3 pages)View decision -
Decision Reference DRN-4552644
15 Jan 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4552644 The complaint Mr S has complained Lloyds Bank plc added a fraud-related marker in his name to the industry fraud database, CIFAS.. What happened In May 2022 Lloyds froze Mr S’s account. They’d received an alert from another bank about money paid into Mr S’s account. As Mr S was... (3 pages)View decision -
Decision Reference DRN-4405040
15 Jan 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4405040 The complaint Mr D complains that Clydesdale Bank Plc trading as Virgin Money deactivated his bank card without authority. He said Virgin’s agent wouldn’t help him at the time and threatened to terminate the call. Mr D said his card had similarly been deactivated before. What h... (4 pages)View decision -
Decision Reference DRN-4547480
15 Jan 2024 Financial Solutions Wales Ltd UpheldPensions and AnnuitiesDRN-4547480 The complaint Mr W complains about the advice Financial Solutions Wales Ltd (‘FS’) gave to him to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice wasn’t suitable for him and may have caused a financial ... (4 pages)View decision
