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 125299 results
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Decision Reference DRN-4732905
15 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4732905 The complaint Ms L complains that Monzo Bank Ltd (Monzo) won’t refund money she lost in an advance fee scam. What happened What Ms L says: Ms L located to the UK and her children were at school/university here. She was looking to earn extra money to pay fees and living costs. S... (6 pages)View decision -
Decision Reference DRN-4717028
15 Apr 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4717028 The complaint Mr A has complained Bank of Scotland plc, trading as Halifax, have allowed fraud to continue to happen on his bank account. What happened Mr A noticed two instances of fraud on his account in March 2023. £200 was refunded to him. In May Mr A realised an unknown pe... (2 pages)View decision -
Decision Reference DRN-4741699
15 Apr 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4741699 The complaint Mrs L complains the car subject to her agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance (SCUK) was misrepresented to her. She also believes the car wasn’t of satisfactory quality. What happened In June 2023, Mrs L entered into a 60 ... (6 pages)View decision -
Decision Reference DRN-4696151
15 Apr 2024 Argentis Wealth Management Ltd UpheldPensions and AnnuitiesDRN-4696151 The complaint Mr C complains that Argentis Wealth Management Ltd (Argentis Wealth) didn’t provide him with information about the available options to try to mitigate the lifetime allowance (LTA) charge that he incurred. He says that, in advance of his 75 th birthday, Argentis W... (10 pages)View decision -
Decision Reference DRN-4741467
15 Apr 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4741467 The complaint Mr E complains about FAIRMEAD INSURANCE LIMITED’s (Fairmead) handling and settlement of a claim made under his home insurance policy. Where I’ve referred to Fairmead, this also includes any actions or communication by agents acting on their behalf. What happened I... (10 pages)View decision -
Decision Reference DRN-4557105
15 Apr 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4557105 The complaint Mr W complains that Clydesdale Bank Plc (trading as Virgin Money) didn’t help him to access his Individual Savings Account (ISA). He said this prevented him from transferring his funds to a higher interest account. What happened Mr W said he couldn’t access his Vi... (3 pages)View decision -
Decision Reference DRN-4544597
15 Apr 2024 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4544597 The complaint Mr P has complained that Creation Financial Services Limited (“Creation”) lent to him irresponsibly when it provided him with a credit card. What happened Mr P opened a credit card with Creation in January 2018 with a credit limit of £600. In May 2018 his credit l... (3 pages)View decision -
Decision Reference DRN-4687907
15 Apr 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4687907 The complaint Mr I complains about the settlement Haven Insurance Company Limited (Haven) offered for the total loss of his car, under his motor insurance policy. What happened Mr I’s car was damaged in a fire. He made a claim to Haven. It told him his car was a total loss and ... (3 pages)View decision -
Decision Reference DRN-4728513
15 Apr 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4728513 The complaint Mr S and Miss W complain that Liverpool Victoria Insurance Company Limited trading as LV= (LV) unfairly declined a claim on their home insurance policy following an escape of water. What happened Mr S and Miss W discovered a lot of water coming through their kitch... (3 pages)View decision -
Decision Reference DRN-4741450
15 Apr 2024 Zurich Insurance Company Ltd UpheldInsuranceDRN-4741450 The complaint Mr M complains that Zurich Insurance Company Limited mishandled his claim on a commercial vehicle insurance policy. What happened Mr M is self-employed, fitting items in customers’ homes. So he had a van to transport tools and materials. For the year from mid-Augu... (6 pages)View decision
