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 130193 results
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Decision Reference DRN-4980461
9 Sep 2024 Monzo Bank Ltd UpheldConsumer CreditDRN-4980461 The complaint Mr S complains about issues that he experienced when he switched his account with Monzo Bank Limited to another bank. What happened Mr S had a current account with Monzo and he took out a £21,750 loan from it in January 2023. He agreed to make 59 monthly paymen... (3 pages)View decision -
Decision Reference DRN-4818078
9 Sep 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4818078 The complaint Mr M has complained about the way TSB Bank plc handled some transactions which he says he didn’t make or otherwise authorise. What happened During the early hours of a particular day, around £1,400 was spent on online gambling from Mr M’s TSB account, using his... (3 pages)View decision -
Decision Reference DRN-5011965
9 Sep 2024 Sainsbury's Bank Plc UpheldInsuranceDRN-5011965 The complaint Miss B and her mother (also Miss B) complain that Sainsbury’s Bank Plc cancelled their motor insurance policy in error, causing them great upset and financial loss. For clarity, I’ll refer to Miss B’s mother in this decision as Miss B2. What happened Miss B pa... (4 pages)View decision -
Decision Reference DRN-4998865
9 Sep 2024 RCI Bank UK Limited UpheldBanking and PaymentsDRN-4998865 The complaint Mrs M complains, via her representative, about RCI Bank for delays in acknowledging her documentation, and incorrect information given to her. She wants RCI to compensate her and her representative for substantial time and distress when they believed their iden... (3 pages)View decision -
Decision Reference DRN-4998863
9 Sep 2024 RCI Bank UK Limited UpheldBanking and PaymentsDRN-4998863 The complaint Mrs M complains about RCI Bank UK Limited (“RCI”) for communicating with her in a way which gave the impression her account had been compromised. She wants compensation for the distress and inconvenience she suffered. What happened Mrs M held an account with R... (3 pages)View decision -
Decision Reference DRN-4955739
9 Sep 2024 AXA PPP Healthcare Limited UpheldInsuranceDRN-4955739 The complaint Mr M is unhappy with how AXA PPP Healthcare Limited (AXA) has dealt with his claim on private medical insurance policy. What happened Mr M took out a private medical insurance policy with AXA in November 2019 and which is renewed annually each November. On 8 Ju... (4 pages)View decision -
Decision Reference DRN-4530261
9 Sep 2024 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4530261 The complaint Mrs N complains about the service she received from Aviva Life & Pensions UK Limited (Aviva) when she sought to make a personal pension contribution. What happened The history leading up to this complaint is well known to the parties and not generally in d... (4 pages)View decision -
Decision Reference DRN-4808573
9 Sep 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4808573 The complaint Mrs J complains, via a representative, Santander UK Plc mismanaged her account, blocked access to her account and provided poor service after she discovered fraudulent activity on it. What happened In September 2023, Mrs J and her representative visited a bran... (5 pages)View decision -
Decision Reference DRN-5011504
9 Sep 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-5011504 The complaint Mr F has complained, with the help of a professional representative, about a transfer of his ReAssure Limited personal pension (formerly Legal & General, but I’ll refer to ReAssure only for ease) to a small self-administered scheme (SSAS) in August 2014. Mr... (14 pages)View decision -
Decision Reference DRN-5010226
9 Sep 2024 Oodle Financial Services Limited UpheldConsumer CreditDRN-5010226 The complaint Mr D complains about the way Oodle Financial Services Limited, trading as Oodle Car Finance, (“Oodle”) managed the end of his contract when he voluntarily terminated a car finance agreement. What happened Mr D entered into a hire agreement with Oodle for a use... (3 pages)View decision