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-4653642
22 Mar 2024 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4653642 The complaint Mr Y complained to Advanced Payment Solutions Limited, trading as Cashplus Bank (Cashplus), that he was unable to use his credit card due to issues with the card and/or pin. What happened Mr Y has a credit card account with Cashplus. In April 2023, Mr Y complained... (3 pages)View decision -
Decision Reference DRN-4477194
22 Mar 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-4477194 The complaint Mr H is unhappy that he was not provided with the correct form to access tax-free cash from his personal pension plan with ReAssure Limited (ReAssure). What happened Mr H held a personal pension plan with what is now ReAssure. Around May 2023 he contacted ReAssure... (2 pages)View decision -
Decision Reference DRN-4701579
22 Mar 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-4701579 The complaint Mr G complains that ReAssure Limited failed to apply several contributions to his pension plan that had been made by his employer. And he complains that over an extended period of time ReAssure has failed to take appropriate corrective actions to ensure the succes... (7 pages)View decision -
Decision Reference DRN-4428376
22 Mar 2024 Zurich Insurance PLC UpheldInsuranceDRN-4428376 The complaint Mrs B complains that when she made a claim on her home buildings insurance, Zurich Insurance PLC would not cover the cost of repairs after having told her this would be covered. What happened Mrs B is the leaseholder of her flat. Zurich is the underwriter for the ... (3 pages)View decision -
Decision Reference DRN-4577999
22 Mar 2024 Zurich Insurance PLC UpheldInsuranceDRN-4577999 The complaint Mrs B complains that when she made a claim on her home buildings insurance Zurich Insurance PLC would not cover the cost of a replacement carpet after having told her this would be covered. What happened Zurich provides the buildings insurance for the property whe... (2 pages)View decision -
Decision Reference DRN-4617816
22 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4617816 Complaint Mr K is unhappy that Monzo Bank Ltd didn’t reimburse him after he fell victim to a scam. Background Mr K wanted to arrange driving lessons. He posted on a group on a social media site asking for recommendations. Another member of that group responded with a link to a ... (2 pages)View decision -
Decision Reference DRN-4702728
22 Mar 2024 U K Insurance Limited UpheldInsuranceDRN-4702728 The complaint Ms S complains about the quality of repairs that were carried out by U K Insurance Limited, trading as Direct Line (“UKI”) after she made a claim under her home insurance policy. She’s also unhappy about the customer service she received from UKI and its agents an... (4 pages)View decision -
Decision Reference DRN-4673441
22 Mar 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4673441 The complaint Mr H complains that Lloyds Bank PLC won’t refund him for disputed transactions carried out on his account. What happened Mr H explained that the disputed transactions were carried out between 19 July until 22 July 2022 whilst he was unwell in hospital. I won’t lis... (4 pages)View decision -
Decision Reference DRN-4621087
22 Mar 2024 Legal and General Assurance Society Limited UpheldPensions and AnnuitiesDRN-4621087 The complaint Mr B complained to Legal and General Assurance Society Limited (L&G) about problems experienced when trying to update the bank account his annuity is paid into. He requested this change in April 2023 but he was unable to provide the documents L&G requested... (5 pages)View decision -
Decision Reference DRN-4488661
22 Mar 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4488661 The complaint Mr A complains that Zopa Bank Limited (“Zopa”) irresponsibly gave him two loans. What happened Mr A successfully applied for a loan of £2,000 with Zopa in January 2022. The terms of the agreement were that Mr A would repay £58.02 over 48 months. He then successful... (4 pages)View decision
