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 128535 results
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Decision Reference DRN-5003072
4 Sep 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5003072 The complaint You’re unhappy that Creation reported a default to your credit file. What happened In January 2024 Creation applied a default to your account. You say they were unfair to do that. Creation didn’t agree. They said that they didn’t know you were homeless and t... (2 pages)View decision -
Decision Reference DRN-4744451
4 Sep 2024 Vitality Life Limited UpheldInsuranceDRN-4744451 The complaint Mrs B is unhappy with the service she received from Vitality Life Limited when she tried to claim on her income protection policy. What happened Mrs B had a range of products with Vitality which offered income protection, serious illness and life cover. In Apri... (3 pages)View decision -
Decision Reference DRN-5003347
4 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5003347 The complaint Mr H complains that Monzo Bank Ltd (“Monzo”) acted irresponsibly by providing him with an overdraft facility he says he couldn’t afford. What happened Mr H was given an overdraft with his Monzo account in April 2022. The overdraft limit was £150. Mr H complai... (3 pages)View decision -
Decision Reference DRN-4872422
4 Sep 2024 EB ASSOCIATES GROUP LIMITED UpheldPensions and AnnuitiesDRN-4872422 The complaint Mr B complains that some advice he received from EB Associates Group Limited regarding the consolidation and investment of his pension savings was inappropriate. What happened Mr B has been assisted in making his complaint by a claims management company. But in... (3 pages)View decision -
Decision Reference DRN-4947381
4 Sep 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4947381 The complaint Mr M has complained about the way Mitsubishi HC Capital UK Plc (“MHCC”) responded to claims he’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credit Act... (7 pages)View decision -
Decision Reference DRN-4999288
4 Sep 2024 Zopa Bank Limited UpheldBanking and PaymentsDRN-4999288 The complaint Mr D says Zopa Bank Limited irresponsibly lent to him. What happened Mr D took out a credit card from Zopa in February 2023. He was given a credit limit of £1,000. He says he should not have been given the card as he had recently opened four new accounts and he... (3 pages)View decision -
Decision Reference DRN-5002652
4 Sep 2024 Ageas Insurance Limited UpheldInsuranceDRN-5002652 The complaint Mr T has complained about the market value Ageas Insurance Limited offered when it settled his claim as a total loss in October 2023. Mr T made a claim under his commercial van insurance policy. What happened In October 2023 Mr T made a claim for damage to his ... (5 pages)View decision -
Decision Reference DRN-5001569
4 Sep 2024 U K Insurance Limited UpheldInsuranceDRN-5001569 The complaint Miss W is unhappy with the service provided by U K Insurance Limited trading as Direct Line (UKI) following a claim made on her car insurance policy. What happened Following an incident involving her car, Miss W made a claim under her policy. UKI appointed one... (6 pages)View decision -
Decision Reference DRN-4992001
4 Sep 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4992001 The complaint Mrs F complains Santander UK Plc did not correctly transfer money to an account overseas. At times, Mrs F’s husband has made representation on her behalf. But, for ease, I will refer to all submissions as having come direct from Mrs F. What happened Mrs F we... (5 pages)View decision -
Decision Reference DRN-5002831
4 Sep 2024 Open Insurance Services UK Limited UpheldInsuranceDRN-5002831 The complaint Mr C complains that Open Insurance Services UK Limited incorrectly deducted the premium for his mobile phone insurance policy twice from his account, leaving him in financial difficulty. Where I refer to Open, this includes the actions of its agents and claims... (3 pages)View decision