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
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Decision Reference DRN-4786612
26 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4786612 The complaint Mr U complains that Monzo Bank Ltd unfairly registered a marker about him at Cifas, the national fraud database. What happened Mr U had an account with Monzo, which he opened in May 2023. In late May 2023, a payment of just over £100 was made into Mr U’s acco... (3 pages)View decision -
Decision Reference DRN-4717431
26 Jul 2024 Financial Administration Services Limited UpheldInvestmentsDRN-4717431 The complaint Mr B complains about Financial Administration Services Limited (“Fidelity”) refusing to action his request for partial transfer of cash held in his Individual Savings Account (ISA) to another provider. What happened In 2021 Mr B transferred several cash ISAs in... (8 pages)View decision -
Decision Reference DRN-4543655
26 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4543655 The complaint Mrs S complains that Monzo Bank Ltd (Monzo) is refusing to refund her the amount she lost as the result of a scam. Mrs S is being represented by a third party. To keep things simple, I will refer to Mrs S throughout my decision. What happened The background of ... (5 pages)View decision -
Decision Reference DRN-4933387
26 Jul 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4933387 The complaint Mrs B and Mr B are unhappy with the service they received from Nationwide Building Society surrounding a request they made to Nationwide to recover money they’d sent by mistake to an unintended Nationwide account holder. What happened Mrs B and Mr B wanted to s... (3 pages)View decision -
Decision Reference DRN-4932953
26 Jul 2024 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-4932953 The complaint Ms C has complained about a transfer of her Scottish Equitable Plc trading as AEGON (Scottish Equitable) personal pension to a small self-administered scheme (SSAS) in 2014. Ms C’s SSAS was subsequently used to invest in storage pods and parking spaces. The inv... (21 pages)View decision -
Decision Reference DRN-4754908
26 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4754908 Complaint Mr C is unhappy that Monzo Bank Ltd didn’t reimburse him after he told it he’d fallen victim to a scam. Background In mid-2023, Mr C received a message from someone who claimed to work for a well-known recruitment agency. This person wanted to know if he was intere... (4 pages)View decision -
Decision Reference DRN-3966648
26 Jul 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3966648 The complaint Mr C has complained about the way Creation Consumer Finance Ltd (“Creation”) 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 Credi... (5 pages)View decision -
Decision Reference DRN-4861255
26 Jul 2024 Topaz Finance Limited UpheldConsumer CreditDRN-4861255 The complaint Mr D complains that Topaz Finance Limited trading as Heliodor Mortgages reported missed payments on his credit file despite the fact that he was making monthly payments under his debt management plan. What happened Mr D holds a loan account with Heliodor. The l... (3 pages)View decision -
Decision Reference DRN-4896494
26 Jul 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4896494 The complaint Mrs B complains that Creation Consumer Finance Ltd won’t refund her for a kitchen installation. What happened In March 2021 Mrs B used finance from Creation Consumer Finance Ltd to pay for the supply and installation of a kitchen by... (4 pages)View decision -
Decision Reference DRN-4884196
26 Jul 2024 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4884196 The complaint Mr W complains about the poor level of service provided by Aviva Life & Pensions UK Limited (“Aviva”) which led to a delay in receiving retirement benefits from his Section 32 policy. He says that the retirement process started in September 2020 but didn’t ... (6 pages)View decision