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 125400 results
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Decision Reference DRN-4609272
26 Mar 2024 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4609272 The complaint Mr A has complained that Shop Direct Finance Company Limited trading as Very (“SDF”) acted irresponsibly when it provided him with a catalogue shopping account in 2011 and increased its limit multiple times between then and 2022. Background Mr A opened a credit ac... (2 pages)View decision -
Decision Reference DRN-4705284
26 Mar 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4705284 The complaint Mrs S complains that NewDay Ltd trading as John Lewis Partnership (NewDay) is asking for identification documents she doesn’t have in order to apply for a credit card. What happened Mrs S has held and used a John Lewis Partnership (JLP) branded credit card for a n... (3 pages)View decision -
Decision Reference DRN-4701635
26 Mar 2024 Watford Insurance Company Europe Limited UpheldInsuranceDRN-4701635 The complaint Miss M complains about damage she says was caused to her vehicle following its recovery after an attempted theft. Her complaint is against the insurer of her motor insurance policy, Watford Insurance Company Europe Limited (Watford). References to Watford in this ... (8 pages)View decision -
Decision Reference DRN-4489114
26 Mar 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4489114 The complaint Mr W complains TSB Bank plc (TSB) unfairly refused to refund direct debits he had cancelled. What happened Mr W says in December 2022 he cancelled his subscription with a TV and telecommunications provider (Y). Mr W says he contacted TSB in May 2023 as a number of... (2 pages)View decision -
Decision Reference DRN-4703881
26 Mar 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4703881 The complaint Mrs H has complained about the amount Liverpool Victoria Insurance Company Limited (LV) has paid in settlement of a claim for subsidence damage to her property. What happened There have been several businesses involved in Mrs H’s claim and complaint, acting as rep... (5 pages)View decision -
Decision Reference DRN-3813318
25 Mar 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3813318 The complaint Mr W complains that Lloyds Bank PLC (‘Lloyds’) refused to present a banker’s draft for collection or return the banker’s draft to him. What happened Mr W had a bank account with Lloyds. He deposited a banker’s draft for 9,600 Euros drawn on a French bank in August... (4 pages)View decision -
Decision Reference DRN-4707301
25 Mar 2024 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-4707301 The complaint Mr M has complained about the quality of a car he acquired under a hire purchase agreement with MI Vehicle Finance Limited (“MIVF”). What happened Mr M acquired a used car under a hire purchase agreement with MIVF in March 2023. The car cost around £26,700 and had... (4 pages)View decision -
Decision Reference DRN-4705215
25 Mar 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-4705215 The complaint Mr L’s first complaint point is that a withdrawal from his pension was incorrectly processed by ReAssure Limited (‘ReAssure’). The withdrawal was meant to be from the tax-free element of his pension however an error was made, and the withdrawal was taxed. As a res... (5 pages)View decision -
Decision Reference DRN-4704659
25 Mar 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4704659 The complaint Miss S is unhappy with how Bank of Scotland plc trading as Halifax (BoS) handled her chargeback claim for a faulty car. What happened In June 2022, Miss S used her debit card on her Bank of Scotland (BoS) account to make payments of £295 and £4,295 to buy a second... (5 pages)View decision -
Decision Reference DRN-4633948
25 Mar 2024 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-4633948 The complaint Mr R states that the advice given by Pi Financial Ltd (Pi) in respect of his pension was negligent and he has lost out financially as a result. The complaint has been submitted on behalf of Mr R by a claims management company (CMC) but to keep things simple, all c... (7 pages)View decision
